Senior Genesys Solutions Analyst

HI THERE! THANKS FOR STOPPING BY 👋 Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place! We have bike enthusiasts, foodies, video game heroes, dog and cat lovers, movie buffs, musicians, and every variety of people. Lightspeed was founded on the principles of diversity and inclusion and our daily practices and interactions reflect this commitment everyday. Wherever you look, you will find a friend in Lightspeed. If you’re keen to join, we’re looking for a Senior Voice & Data Specialist to join our team in Manila. As a Senior Voice & Data Specialist, you will serve as the technical expert for Lightspeed’s global cloud contact center ecosystem, driving the design, implementation, and ongoing optimization of Genesys Cloud and related technologies. This role combines deep platform expertise with hands-on development, leveraging native capabilities, AI-powered features, APIs, and custom-built solutions to deliver scalable, reliable, and efficient customer experience workflows. You will play a key role in ensuring system stability, performance, and compliance while reducing technical debt and driving operational excellence. As a senior technical expert, you will also mentor and upskill cross-functional teams, establish best practices, and develop comprehensive documentation and support frameworks that enable a highly autonomous and scalable operating model. WHAT YOU’LL BE DOING: - 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. WHAT YOU NEED TO BRING: We're looking for a candidate who has experience with the following: - 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. Our hiring process is very straightforward. The whole process will be conducted at the comfort of your own home, through Zoom or Google Meet. No need to go through Manila's heavy traffic! BE A CHANGEMAKER You’ll enjoy: - Genuine career opportunities in a company that’s creating new jobs every day; - Work in a team large enough for growth but lean enough to make a real impact; - Exposure to modern and proven technology; - Ability to work and grow in a truly flexible environment; - Opportunity to learn, expand your skill set, forge wonderful relationships and make your mark within the diverse and inclusive Lightspeed culture, a true Canadian tech success story. Plus benefits designed to keep you happy, healthy and fulfilled. - Market-leading salary package - Permanent work from home setup - Coworking space available, if needed - We follow the PH holidays! - Benefits you can enjoy from day one: - 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 Not yet convinced? For honest reviews left by real people, you can check our Glassdoor https://www.glassdoor.com/Reviews/Lightspeed-Reviews-E648762.htm page. To know more about Lightspeed, you can check our website https://www.lightspeedhq.com/, LinkedIn https://www.linkedin.com/company/lightspeedcommerce/, and Youtube https://www.youtube.com/c/lightspeedhq pages. We’re an open book! We know that people are more than what’s on their CV. If you’re unsure that you have the right profile for the role... hit the ‘Apply’ button and give it a try! We partner with Inform Group to employ our Lightspeed workforce in the Philippines. Inform Group hosts Lightspeed employees who enjoy the benefits of the Philippine labour code combined with the full career opportunities provided by Lightspeed. To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes. Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. WHERE TO FROM HERE? Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you’re proud to come to every day. For a glimpse into our world check out our career page here https://www.lightspeedhq.com/careers/. Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal’s gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs. WHO WE ARE: Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks. Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries. Lightspeed handles your information in accordance with our Applicant Privacy Statement https://www.lightspeedhq.com/legal/applicant-privacy-statement/.