Senior Genesys Solutions Analyst

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🔥 49 minutes ago

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Lightspeed Commerce

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

☁️ SaaS

🛒 Retail

SaaS • Retail

Lightspeed Commerce is a cloud-based point-of-sale (POS) and payments SaaS platform that powers in-person and online commerce for retailers, restaurants, golf facilities and wholesalers. It provides omnichannel POS, inventory management, eCommerce, payments and reconciliation, workforce and payroll, analytics/insights (including Lightspeed AI), hardware integrations, capital/funding, and wholesale tools (NuORDER). Lightspeed emphasizes scalable, customizable systems for multi-location businesses and reports supporting ~150,000 customer locations worldwide.

📋 Description

• Design, deploy, and optimize enterprise-scale Genesys Cloud CX solutions, leveraging native platform capabilities, APIs, custom workflows, and integrations to deliver scalable customer experience solutions. • Develop and maintain custom integrations, middleware, event-driven automations, and data workflows to extend platform functionality and bridge technical gaps. • Translate business requirements into technical solutions, designing and implementing intelligent customer journeys, routing logic, and automation workflows. • Serve as the primary escalation point for complex technical issues, conducting troubleshooting, root cause analysis, and resolution of contact center, telephony, and integration-related roadblocks. • Manage and optimize global telephony infrastructure, including carrier integrations, SIP/BYOC configurations, and CPaaS platforms to ensure reliable voice and digital communications. • Research, evaluate, and implement emerging CCaaS and AI-driven capabilities to improve operational efficiency and customer experience outcomes. • Drive operational excellence through documentation, knowledge sharing, and the development of technical runbooks and support frameworks. • Mentor Voice, Data, and IT Service Desk teams to strengthen technical capabilities and improve support effectiveness.

🎯 Requirements

• Extensive experience in Contact Center as a Service (CCaaS) architecture, including significant expertise with Genesys Cloud CX. • Proven experience designing and supporting large-scale contact center environments within global SaaS, FinTech, or technology organizations. • Advanced expertise across the Genesys Cloud CX platform, including routing, digital channels, workforce management, reporting, compliance, and AI-powered capabilities. • Strong hands-on experience building custom solutions using Genesys Cloud APIs, SDKs, webhooks, automation workflows, and scripting to solve complex business requirements. • Experience designing and optimizing customer journeys, routing logic, and process automation using Genesys Cloud Architect and related tooling. • Proven success integrating Genesys Cloud with enterprise platforms such as Salesforce, Zendesk, ServiceNow, and Intercom to deliver seamless agent experiences. • Deep understanding of telephony infrastructure, including SIP, BYOC, CPaaS platforms, carrier integrations, and messaging technologies. • Experience implementing conversational AI and bot technologies within contact center environments. • Strong knowledge of telecom regulations, compliance requirements, and data privacy frameworks across global markets. • Demonstrated ability to lead complex technical initiatives, influence architecture decisions, and mentor teams in a fast-paced enterprise environment.

🏖️ Benefits

• Market-leading salary package • Permanent work from home setup • Coworking space available, if needed • We follow the PH holidays! • HMO for you and your 2 dependents (Maxicare) • 15 Vacation leaves • 10 Sick leaves • Government Mandated Benefits • Food Allowance of 1000PHP per month • Work from Home Allowance of 1000PHP per month • Health and wellness benefit of 7500PHP per year • Free access to Mental Health support and coaching services • Opportunity to grow your career in a company that values internal mobility • Exciting online and in-person events hosted regularly by our Manila Culture Club