3 days ago
Remote, PhilippinesMid Level / Senior
Responsibilities
- Collaborate with clients to capture business and technical requirements and design scalable CCaaS solutions.
- Design and implement routing, digital channels, IVR, bot workflows, queues, skills, wrap codes, and user profiles.
- Build and optimize inbound and outbound voice, chat, email, and messaging flows.
- Define integration strategies using REST APIs, webhooks, middleware, OAuth2, API keys, and secure authentication.
- Integrate CRM, WFM, and custom applications and develop middleware components, custom scripts, and data actions.
- Write and test code for integrations and automation using JavaScript and Python as needed.
- Support project scoping, implementation, testing, production deployment, documentation, user training, and post-implementation reviews.
- Collaborate with Project Management, Sales, BI, Operations, and other cross-functional teams.
- Stay current with CCaaS releases and optimize solution performance and efficiency.
- Manage multiple client projects while leading meetings, workshops, and technical delivery activities.
Requirements
- 3–7 years of strong expertise in Genesys or CXone; experience with other platforms is a plus.
- Genesys Cloud Professional (GCP) certification is required.
- Hands-on experience with Genesys Cloud Architect, routing, and call flows.
- Experience designing and deploying omnichannel voice, chat, email, and messaging solutions.
- Understanding of JSON, web services, middleware frameworks, REST APIs, OAuth2, and integration design.
- Experience with JavaScript and Python for automation and API scripting.
- Knowledge of IVR, SIP trunking, telephony, ACD, WFM, and CRM integration.
- Strong communication, presentation, workshop facilitation, documentation, organizational, and client relationship skills.
- Ability to manage multiple projects, work collaboratively, and operate independently with minimal supervision.
- Fluent English is required; additional languages are a plus.
- Microsoft Office Suite experience, including PowerPoint, Excel, and Power BI; Power BI experience is preferred.
- Proactive attitude and willingness to learn current CCaaS and CX industry trends.
Benefits
- Work with leading CCaaS technologies, especially Genesys, on high-impact CX transformation projects.
- Support global clients across the U.S. and EMEA in a fast-paced professional services environment.
- Collaborate with experts in AI, automation, performance, and agent tools.
- Gain exposure to complex, high-visibility projects and opportunities to develop technical, project management, and client relationship skills.
- Posting is tagged as remote and Philippines-based.
Tech Stack
Categories
Solutions Engineering
