Senior Operations Engineer – Genesys Contact Center

Job Highlights

Serve as a Subject Matter Expert (SME) for operational processes and systems.
Collaborate with team members and manage team performance to ensure operational efficiency.
Take ownership of team decisions related to operational processes and issue resolution.
Engage with multiple teams and contribute to key operational and technical decisions.
Provide solutions to operational issues affecting the immediate team and other cross-functional teams.
Facilitate knowledge-sharing sessions and promote best practices within the team.
Monitor system performance and implement improvements to enhance system stability and reliability.
Assist in the development and execution of operational strategies to improve service delivery.

Minimum of 5 years of relevant experience in operations engineering, production support, or contact center operations.
Required Skill: Expert proficiency in Genesys Contact Center Operations.
Strong understanding of system integration and troubleshooting methodologies.
Experience with performance monitoring tools and techniques.
Ability to analyze operational data to identify trends and opportunities for improvement.
Familiarity with incident management processes and best practices.

Career Level

Senior

Work Location

Mandaluyong

Work Setup

Hybrid – 2x a week onsite

Job Type

Project Based