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 lead 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 leader, 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, 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. ### **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 technolo…