Senior Telecom Engineer (Genesys Cloud CX)

Michael Page; Taguig; Híbrido; PHP 1.800.000 - 2.400.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

13th Month Pay

Annual performance bonus ~11%

Hybrid work arrangement

Night shift aligned with Pacific Time

Global healthcare technology exposure

Access to modern cloud contact center/

Descripción de la vacante

Michael Page is hiring for a senior role focused on administering and optimizing a global cloud contact center platform. You will manage Genesys Cloud CX, telephony components, IVR workflows, and carrier connectivity while driving automation and performance insights.

You will partner with telecom providers and internal teams to ensure reliability, security, and regulatory compliance, with a hybrid work model including monthly on-site presence.

Formación

• Proven experience administering and supporting Genesys Cloud CX.
• Hands-on experience with VoIP, SIP, telephony systems, call routing, and IVR.
• Typically 5-8 years of relevant telecom, voice, or contact center experience.

Responsabilidades

• 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.

Conocimientos

Contact center operations

Cloud platforms

Automation scripting

Performance analytics

Herramientas

Genesys Cloud CX

VoIP

SIP

Terraform

Python

APIs

Descripción del empleo

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

• 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.
  

Quote job ref: JN-112026-7140080