Genesys Solutions Analyst

Summary

Join Lightspeed as a Genesys Solutions Analyst and contribute to the efficient management and improvement of our telephony systems. You will be responsible for setting up, troubleshooting, and optimizing these systems, collaborating with IT teams, and supporting junior staff. This permanent work-from-home position in Manila requires strong analytical and problem-solving skills, as well as excellent communication abilities. The role involves working with business analysts, managing projects, configuring telephony systems, handling service requests, and maintaining knowledge base articles. Lightspeed offers a competitive salary, permanent work-from-home setup, and a range of benefits.

Requirements

• Extensive experience in designing, configuring, and managing telephony systems, with a strong focus on cloud-based contact center platforms
• Deep understanding of telephony technologies, including PBX, VoIP, SIP, and Unified Communications
• Skilled in integrating telephony systems with various communication technologies and platforms
• Practical experience in implementing and supporting the Genesys Cloud platform, with relevant certifications
• Proven expertise in migrating contact center systems between platforms, ensuring a smooth transition with minimal disruptions

Responsibilities

• Work with Business Analysts to plan projects, define requirements, and ensure alignment with business needs
• Set project timelines, track progress, and flag potential risks to the Project Manager to prevent delays
• Configure and test telephony systems, including call flows, WebRTC phones, queues, and agent settings, while creating necessary documentation
• Manage change requests and smoothly transition updates to production after successful testing
• Handle service requests, incidents, and troubleshooting in ServiceNow, ensuring quick resolutions
• Diagnose and resolve IVR and call quality issues, working with vendors and using tools like Genesys Architect and Wireshark
• Investigate phone number downtime, escalate issues to vendors, and provide on-call support when needed
• Maintain and update knowledge base articles with troubleshooting steps and best practices

Benefits

• Ability to do your job in a permanent work from home environment
• Genuine career opportunities in a company that’s creating new jobs everyday
• Work in a team big enough for growth but lean enough to make a real impact
• Market-leading salary package
• Permanent work from home setup
• Coworking space available, if needed
• We follow the 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 LinkedIn Learning License
• 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