Telecom & Contact Center Architect — Genesys Cloud Lead

Ibex Limited; Manila; On-site; PHP 1,500,000 - 2,300,000; Full time

Job summary

Ibex Limited is seeking a Principal Telecom Engineer to lead our Telecom and Contact Center Engineering team in delivering Genesys Cloud-based implementations, migrations, and managed services. You will guide governance, architecture, and strategic initiatives to ensure service quality and customer satisfaction.

You will leverage deep Genesys Cloud knowledge, ITIL governance, and strong leadership to drive global deployments, complex integrations, and cross-functional collaboration with

Qualifications

• 10+ years of Contact Center and Telecom industry experience.
• Minimum 5 years of experience leading technical teams in a customer-facing environment.
• Extensive experience delivering enterprise Contact Center solutions.
• Proven experience managing implementation and managed service teams.
• Profound knowledge on Genesys Solutions with Administration or Implementation experience across Telephony, Contact Center, Integrations, Reporting, Text & Speech Analytics, Quality Management, Call Routing, Performance Management, Email, Chat, SMS, Social, Co-Browse, Workforce Engagement & Management, IVRs, Voice & Digital Bots, and AppFoundry Partners.

Responsibilities

• Lead, coach, and develop a high-performing Genesys Cloud team by fostering accountability and collaboration.
• Manage day-to-day team operations, workload distribution, resource planning, and performance management.
• Own successful delivery of Genesys Cloud implementation, migration, managed services, and support engagements within scope, budget, and quality.
• Monitor project health, KPIs, SLAs, customer commitments, and risks; provide regular reports.
• Drive operational excellence through ITIL processes, governance, security policies, and standards.
• Build and maintain relationships with customers, partners, vendors, and internal stakeholders; lead governance meetings and executive communications.

Skills

Leadership

Project management

Communication

Strategic planning

Customer engagement

Networking

Genesys Cloud

Education

Bachelor's degree in CS/IT/Telecom

Tools

Genesys Cloud

Job description

Ibex Limited is seeking a Principal Telecom Engineer to lead our Telecom and Contact Center Engineering team in delivering Genesys Cloud-based implementations, migrations, and managed services. You will guide governance, architecture, and strategic initiatives to ensure service quality and customer satisfaction.

You will leverage deep Genesys Cloud knowledge, ITIL governance, and strong leadership to drive global deployments, complex integrations, and cross-functional collaboration with