Genesys Cloud Support Specialist | WFH | Night Shift | Up to PHP100k

Expert Cloud Support for Smarter Enterprise Information Technology

Technical challenges create opportunities to become a stronger specialist. Grow as a Genesys Cloud Support Specialist , supporting enterprise communications that help teams serve customers efficiently and maintain operations. Benefit from exposure to complex cloud environments and experienced technology professionals. Emapta combines permanent work from home, continuous upskilling, and a long-term global career with a premium experience for top 1% talent.

Snapshot

• Employment Type: Full-time
• Work Setup: Permanent Work From Home
• Shift: Night Shift, Weekends Off
• Salary: PHP 35,000-PHP 100,000

Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Night differential pay to maximize your earnings
• Fixed weekends off
• Permanent WFH arrangement
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: )
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

Education and Experience

• 5-8 years of relevant experience, preferably including at least 2 years of hands-on Genesys Cloud CX support; direct Genesys support or implementation experience strongly preferred
• Some post-secondary education required; an associate degree or higher in Information Technology, Computer Science, or a related field preferred
• Genesys Cloud CX certification, such as Genesys Cloud CX Administrator or equivalent, highly preferred; equivalent proficiency demonstrated through work experience or documented training also considered
• 6-12 months of call center, customer service, or help desk experience preferred, or an equivalent combination of education and experience

Technical Skills

• Demonstrated proficiency in Genesys Cloud CX, including Architect inbound call, chat, email, and bot flows; queue, user, and agent administration; data actions; integrations; and analytics and reporting
• Working knowledge of Windows environments, Microsoft Office, and SIP/telephony fundamentals
• Familiarity with CRM platforms such as Salesforce and ServiceNow, REST APIs, and data action concepts an advantage
• Networking knowledge, including VoIP, SIP trunking, and cloud-based contact center infrastructure, preferred
• Experience with additional UCaaS/CCaaS platforms, such as RingCentral, Zoom Phone/Contact Center, or Five9, an advantage but not required

Responsibilities

• Serve as the primary technical resource for Genesys Cloud CX, providing Level 1 and Level 2 support across administration, configuration, and platform operations.
• Design, build, and troubleshoot Genesys Cloud Architect inbound call, chat, email, and bot flows; configure routing logic, decision trees, and escalation paths to meet customer requirements.
• Administer platform settings, including users, agents, queues, wrap-up codes, skills, schedules, and role-based access controls.
• Support and troubleshoot integrations, including CRM connectors such as Salesforce and ServiceNow, telephony/SIP configurations, and third-party data actions.
• Build and maintain reporting and analytics, including custom views, dashboards, and scheduled reports, to provide visibility into contact center performance.
• Manage digital channel configurations for web chat, email, and messaging, ensuring routing and handling logic aligns with customer service requirements.
• Support customer onboarding and platform changes by testing Architect flow updates, validating queue changes, and preparing environments for go-live.
• Stay current with platform updates, feature releases, and best practices; share relevant knowledge to improve team support delivery.
• Troubleshoot related technologies, including Windows servers, desktop software, headsets, and telecommunications services.
• Adhere to help desk standards and se