Senior Genesys & Contact Center Solutions Engineer

Home Credit Philippines; Quezon City; Hybrid; PHP 1,000,000 - 2,000,000; Full time

Benefits offered by this job

Hybrid work setup

Permanent dayshift schedule

Up to 20% bonus

HMO on Day 1 and dependents coverage

Mental health support

Wellness leaves

Internal career mobility

Learning opportunities

Job summary

Home Credit Philippines is seeking a senior role to lead R&D for contact center tech, emphasizing Genesys cloud and on-premise integrations. You will drive modernization, evaluate PoCs, and support existing Genesys-based channels, while collaborating across teams to improve reliability and performance.

The role requires deep systems knowledge, incident response skills, and strong vendor management as part of a dynamic, on-site team driving digital engagement strategies.

Qualifications

• 5+ years in contact center technologies
• Experience with Genesys IVR and routing design, omnichannel, and voicebot solutions
• Hands-on experience with Genesys applications and tools
• Strong knowledge of cloud platforms and integrations

Responsibilities

• Lead Research & Development initiatives for contact center technologies and integrations across on-premises and cloud environments.
• Drive platform modernization and migration focused on the Genesys platform (cloud and on-premises).
• Evaluate, design, and run proofs of concept, pilots, and solution validations for external solutions integrated with Genesys ecosystem.
• Support, enhance, and maintain Genesys voice and digital channels (IVR, routing, chat, email, social).
• Deepen understanding of system architecture to perform RCA and implement improvements.
• Troubleshoot performance and stability issues with dev teams, vendors, and stakeholders to optimize reliability.
• Manage vendors and stakeholders to ensure timely project delivery and commitments.
• Evaluate IT and business initiatives for system impacts and integration requirements.
• Share expertise to support team development and knowledge transfer.
• Maintain up-to-date system docs including architecture diagrams and configurations.
• Adhere to internal processes to improve operational efficiency and service quality.
• Participate in on-call rotations for critical incidents outside business hours.
• Stay current with industry trends and best practices.

Skills

Analytical thinking

Problem solving

Vendor management

On-call incident response

Tools

Genesys Cloud CX

Genesys Engage

IVR design

Omnichannel design

System integration

Monitoring tools

Linux/Windows administration

Cloud platforms (Azure/AWS/GCP)

Job description

Home Credit Philippines is seeking a senior role to lead R&D for contact center tech, emphasizing Genesys cloud and on-premise integrations. You will drive modernization, evaluate PoCs, and support existing Genesys-based channels, while collaborating across teams to improve reliability and performance.

The role requires deep systems knowledge, incident response skills, and strong vendor management as part of a dynamic, on-site team driving digital engagement strategies.