Senior Genesys Solutions Analyst

Lightspeed Commerce

5d • Remote

About The Position

Lightspeed is seeking a Senior Voice & Data Specialist to join their team in Manila. This role will serve as the technical lead for Lightspeed’s global cloud contact center ecosystem, focusing on the design, implementation, and optimization of Genesys Cloud and related technologies. The position requires deep platform expertise, hands-on development, and the ability to leverage native capabilities, AI features, APIs, and custom solutions to create scalable and efficient customer experience workflows. The Senior Voice & Data Specialist will be responsible for system stability, performance, and compliance, while also working to reduce technical debt and drive operational excellence. Additionally, this role involves mentoring cross-functional teams, establishing best practices, and developing documentation and support frameworks for a scalable operating model.

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.

Responsibilities

• 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, leading troubleshooting, root cause analysis, and resolution of contact center, telephony, and integration-related challenges.
• 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.
• Lead knowledge transfer initiatives and mentor Voice, Data, and IT Service Desk teams to strengthen technical capabilities and improve support effectiveness.

Benefits

• Genuine career opportunities
• 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
• Market-leading salary package
• Permanent work from home setup
• Coworking space available, if needed
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed