Senior Telecom Engineer (Genesys Cloud CX)

Michael Page Philippines; Taguig; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Guaranteed 13th month pay

Annual performance bonus (11%)

Hybrid work arrangement with onsite 1x

Permanent night shift aligned with PST

Exposure to modern cloud contact中心 and

Career growth in tech-driven org

Job summary

Michael Page International Recruitment (Philippines) Inc is seeking an experienced IT professional to administer and optimize the Genesys Cloud CX environment for a global health tech leader. You will manage users, queues, routing profiles, and IVR workflows, ensuring reliability across cloud telephony and contact center operations.

The role emphasizes automation and integration using APIs, Python, Terraform, and other IaC tools, plus strong security and regulatory compliance.

Qualifications

• Proven experience administering and supporting Genesys Cloud CX.
• Strong background in contact center technologies and operations.
• Hands-on experience with VoIP, SIP, telephony systems, call routing, and IVR platforms.
• Experience with cloud-based CX platforms and telecom carriers.
• Understanding of performance reporting, workforce metrics, and contact center analytics.
• Exposure to automation, scripting, APIs, or infrastructure-as-code technologies is advantageous.
• Typically 5-8 years of relevant experience in telecom, voice, or contact center environments.

Responsibilities

• Administer, configure, and support the enterprise Genesys Cloud CX environment.
• Manage users, permissions, queues, routing profiles, skills, schedules, and contact center configurations.
• Design and maintain IVR, inbound, in-queue, and email workflows using Architect.
• Oversee cloud telephony services, DID inventories, SIP trunking, and carrier connectivity.
• Monitor contact center performance through dashboards, analytics, and operational reporting.
• Troubleshoot and resolve telephony, SaaS platform, cloud infrastructure, and voice network incidents.
• Partner with telecom providers and technology vendors to maintain service reliability.
• Implement monitoring, alerting, capacity planning, and performance optimization processes.
• Drive automation initiatives using APIs, infrastructure-as-code tools, Python, Terraform, and AI-enabled solutions.
• Ensure communication platforms comply with security, regulatory, and operational standards.
• Collaborate with service desk, networking, infrastructure, and security teams to deliver stable communication services.

Skills

Genesys Cloud CX

Automation

APIs

Python

Terraform

VoIP

IVR

SIP

Analytics

Security & compliance

Tools

Genesys Cloud CX

Architect

Terraform

Python

Job description

• Lead and optimize a global cloud contact center platform.
• Drive automation and innovation in enterprise telephony.

About Our Client

The organization is a global technology leader focused on delivering innovative health monitoring solutions that improve lives worldwide. With a strong culture of innovation and customer focus, it continues to expand its impact through advanced digital health and biosensing technologies.

Job Description

• Administer, configure, and support the enterprise Genesys Cloud CX environment.
• Manage users, permissions, queues, routing profiles, skills, schedules, and contact center configurations.
• Design and maintain IVR, inbound, in-queue, and email workflows using Architect.
• Oversee cloud telephony services, DID inventories, SIP trunking, and carrier connectivity.
• Monitor contact center performance through dashboards, analytics, and operational reporting.
• Troubleshoot and resolve telephony, SaaS platform, cloud infrastructure, and voice network incidents.
• Partner with telecom providers and technology vendors to maintain service reliability.
• Implement monitoring, alerting, capacity planning, and performance optimization processes.
• Drive automation initiatives using APIs, infrastructure-as-code tools, Python, Terraform, and AI-enabled solutions.
• Ensure communication platforms comply with security, regulatory, and operational standards.
• Collaborate with service desk, networking, infrastructure, and security teams to deliver stable communication services.

The Successful Applicant

• Proven experience administering and supporting Genesys Cloud CX.
• Strong background in contact center technologies and operations.
• Hands-on experience with VoIP, SIP, telephony systems, call routing, and IVR platforms.
• Demonstrated ability to diagnose and resolve complex telecom and cloud platform issues.
• Experience working with cloud-based customer experience platforms and telecom carriers.
• Understanding of performance reporting, workforce metrics, and contact center analytics.
• Exposure to automation, scripting, APIs, or infrastructure-as-code technologies is advantageous.
• Typically 5-8 years of relevant experience in telecom, voice, or contact center environments.

What's on Offer

• Guaranteed 13th Month Pay.
• Annual performance bonus targeted at approximately 11% of annual base salary.
• Hybrid work arrangement with onsite attendance required once per month.
• Permanent night shift aligned with Pacific Standard Time.
• Opportunity to work with a global healthcare technology leader.
• Exposure to modern cloud contact center and telecom technologies.
• Career growth within a highly innovative and technology-driven organization.