Genesys Technical Support & Engineering | Hybrid | Taguig, PH

Artech is currently looking for experienced professionals for the below position :

Job Title

Genesys Technical Support & Engineering

Job ID

26-01244

Location

Taguig,1634, PH

Work Setup

Hybrid (2x a week Onsite)

Duration

6 Months

Shift

Night Shift

Role Summary

Job Description 1

Technical Lead / Solution Lead

Purpose / Role Summary

• Provide technical governance, architecture oversight, complex-resolution leadership and L4/OEM coordination.
• Key Responsibilities : Own technical health; lead complex diagnosis and major incidents; review high-risk changes; govern integrations; define standards/runbooks; coach engineers.
• Required Genesys / Platform Skills : Genesys framework; Config, Message, Stat, DB, SIP Server, T-Server/TSAPI; URS, IRD, Composer, IWD, Interaction Server; Pulse, ICON 8.5, InfoMart; Cloud CX Admin and Architect.
• Other Technical Skills : SIP/voice architecture; CTI; APIs; CRM/ServiceNow, SBC/carrier, SSO and monitoring concepts; DR; log/trace analysis.
• Service Management & Leadership :Technical governance; incident leadership; change/release assurance; RCA; architecture decisions; mentoring.
• Suggested Experience Profile : Senior Genesys architect or lead with hands-on legacy framework and Cloud CX exposure.

Preferred Credentials / Training

Relevant Genesys certifications; SIP/contact-center architecture; ITIL desirable.

Screening Evidence / Interview Focus

Architecture walkthrough, SIP/routing diagnosis, integration ownership, change-risk decisions and OEM escalation.

Job Description 2

Senior Genesys Engineer / Team Lead

Purpose / Role Summary

• Lead daily L2/L3 technical operations, major incidents, changes, mentoring and RCA.
• Key Responsibilities : Direct technical workload; lead complex diagnosis; coordinate changes/releases; produce RCA; drive permanent fixes; review runbooks; mentor the team.
• Required Genesys / Platform Skills : Framework administration; SIP Server; URS; IRD; T-Server/TSAPI; Config/Stat; WDE/WWE; Pulse; InfoMart; working Cloud CX Admin/Architect.
• Other Technical Skills : SIP traces; Windows/Linux operations as applicable; SQL/reporting diagnostics; CTI/integration troubleshooting; monitoring/log analysis.
• Service Management & Leadership : Incident coordination; problem/RCA; change; knowledge; work allocation; technical coaching.
• Suggested Experience Profile : Senior Genesys engineer/team lead with production support across multiple legacy components and Cloud CX exposure.

Preferred Credentials / Training

Genesys training/certification for assigned components; ITIL desirable.

Screening Evidence / Interview Focus

Scenario testing for routing, SIP, CTI and reporting; incident bridge, RCA and coaching evidence.

Job Description 3

Genesys Support Engineer (L3)

Purpose / Role Summary

• Resolve complex routing, IVR, SIP, integration, performance, and minor-enhancement incidents.
• Key Responsibilities : Complex incident diagnosis; routing/IVR/SIP/CTI troubleshooting; RCA and tuning; approved enhancements; DR/releases; evidence-based OEM escalation.
• Required Genesys / Platform Skills : Advanced URS/IRD; Composer/IVR; SIP Server; T-Server/TSAPI; Interaction Server; Config/Message/Stat; WDE/WWE; Cloud CX Admin/Architect as assigned.
• Technical Skills : SIP tracing; CTI/API troubleshooting; Java/.NET awareness where relevant; SQL/log analytics; voice/network fundamentals; DR testing.
• Service Management & Leadership : Advanced incident resolution; RCA; change implementation; defect management; documentation; L4 case preparation.
• Hands-on Genesys L3 production support or engineering; actual troubleshooting required, not training-only familiarity.

Preferred Credentials / Training

Genesys technical certifications; SIP and API/integration training desirable.

Screening Evidence / Interview Focus

Practical scenarios

failed route, audio issue, CTI disconnect, IVR defect, config propagation, reporting failure and OEM package.

Please apply on our company website (

www.artechinfo.com

) with reference to job ID, or contact me at

Ishika.Tiwari@artech.com

Thanks & Regards,

Ishika Tiwari

Technical Recruiter

Email

Ishika.Tiwari@artech.com

Tel

63282713227

Unit MR, 15th Floor Robinson’s Cyberspace,

Gamma Topaz Road, Ortigas Center,

San Antonio, Pasig City 1600

Website

www.artech.com