Senior Cloud Network Engineer - Customer Experience

At TTEC Digital, we empower our clients to create a workplace where every employee feels appreciated and supported, as we believe that an exceptional customer experience begins with a satisfied employee. Our vision is to cultivate an environment where individuals can truly excel.The TTEC Digital Genesys Partner Practice comprises a dynamic team of customer e…

At TTEC Digital, we empower organizations to cultivate a workplace where employees feel appreciated and supported. We believe that a remarkable customer experience starts with an engaged workforce. Our mission is to create an environment where employees can truly excel.As part of the TTEC Digital Genesys Partner Practice, our team of customer experience (CX) designers, consultants, engineers, and data scientists has been recognized with the prestigious Genesys Partner of the Year award 15 times. With over 400 certifications, we have the expertise to integrate the Genesys platform and its components into intricate, multi-platform environments, delivering consistent results that enhance customer experiences.The Genesys Cloud Lead Support Engineer plays a crucial role in managing support ticket activities and leading escalations. This position involves providing client support to address and resolve concerns, ensuring an optimal experience for both clients and customers. By diagnosing issues and analyzing application programming, the engineer will identify root causes and implement effective solutions or guide clients through the resolution process. The support can range from minor to complex issues.

At TTEC Digital, we prioritize fostering an environment where employees feel appreciated and supported, as we believe that an outstanding customer experience begins with an empowered workforce. Our vision is to cultivate a workplace where every employee can flourish.As part of the TTEC Digital Genesys Partner Practice, which comprises a diverse team of customer experience (CX) designers, consultants, engineers, and data scientists, we have proudly been recognized as the Partner of the Year 14 times. With over 400 certifications, our team's expertise allows us to effectively integrate the Genesys platform, applications, and components into complex, multi-platform environments, ensuring predictable outcomes that enhance the overall customer experience.We are currently on the lookout for a highly skilled and experienced Senior Genesys Engineer to join our dynamic team in Manila. The ideal candidate will possess in-depth knowledge and hands-on experience with the Genesys Engage Platform, including GVP, Genesys Routing, Genesys Real-time Reporting, Genesys Historical Reporting, IWD, Genesys Administration, and Workforce Management (WFM). This role requires participation in an on-call rotation to provide 24/7 support.

About the Role:We seek enthusiastic and skilled professionals to define innovative service strategies, design, and implement cutting-edge contact center solutions, and enhance our clients' service operations. Ideal candidates will possess exceptional communication skills, a solid understanding of relevant technologies, creative problem-solving abilities, and a strong commitment to quality service.Key Responsibilities:Analyze customer inquiries related to Contact Centers and recommend optimal solutions, particularly for On-Premise and Cloud/Hybrid Cloud solutions.Oversee Contact Center engagements (with a focus on Genesys) throughout various project delivery phases.Lead the development of business proposals, collaborating closely with internal teams and external vendors (if applicable) to effectively respond to RFIs and RFPs.Manage and enhance Genesys capabilities in partnership with other managers while expanding practices through headcount growth, creating thought leadership content, and developing assets aimed at improving operational efficiency and customer experience for our clients.Are You the Right Fit?Manager - 10+ Years of ExperienceA minimum of 10 years' experience in Customer Service operations and Contact Center channels.Proven experience leading customer service operations assessments/benchmarking, identifying gaps, and building business cases for enhancements.Expertise in implementing multi-channel self-service/IVR and Omni-Channel Orchestration Routing on Genesys PureEngage, PureConnect, Engage Cloud, and Genesys Cloud Suite.Extensive knowledge of Customer Service Operations, with cross-industry experience being an advantage.Hands-on experience with Voice and Non-Voice (SMS, Email, Chat, etc.) application solutions using Genesys Composer and Genesys Designer (preferably within a SIP framework).Ability to proactively identify customer needs through technical benefit assessments, articulating the business value of solutions to address potential objections.Experience in preparing and responding to customer RFP requests, ensuring technical feasibility is carefully qualified.Understanding of on-premise, cloud, hybrid cloud solutions, and cloud economics, including pricing strategies for different Genesys offerings and providing detailed TCO analysis.Experience in Genesys Cloud administration and application development using Genesys Designer.Familiarity with Genesys Framework Components (including but not limited to GVP, eServices, GRE, SIP, URS, Info Mart, GMS, OCS, GPlus Integrations, etc.) or similar solutions.Demonstrated ability to utilize Genesys product solutions to automate customer service processes such as Task Routing, Interaction Routing, CTI, Reporting, etc.

Join Toku, a leader in cloud communications, where we craft tailored customer engagement solutions that transform enterprise experiences. Our comprehensive approach empowers businesses to navigate the complexities of digital transformation, ensuring they deliver mission-critical customer experiences through our innovative cloud communication solutions. With a blend of local consulting expertise, customized technology, regional infrastructure, connectivity, and global reach, Toku meets the diverse needs of large-scale enterprises. Headquartered in Singapore, our operations extend across APAC and into growing global markets. This hybrid NOC and Level 1 Technical Support role is vital in monitoring, incident triage, and customer issue resolution for Toku's voice and messaging platform. You will be instrumental in identifying issues, conducting initial validations, and ensuring expedient and precise escalations while maintaining robust communication with customers. This position requires a combination of system monitoring, basic VoIP troubleshooting, and application-level support in a 24/7 environment. Ideal candidates are attentive, dependable, and thrive in a structured, shift-based operational setting.

About the Job:Join our dynamic team at tasq-work as we seek dedicated and enthusiastic professionals to shape service strategies, design and implement cutting-edge contact center solutions, and enhance our clients' service operations. We value strong communication skills, a solid understanding of relevant technologies, innovative thinking, and a fervent commitment to quality.Key Responsibilities:Analyze customer requests for Contact Center solutions and provide tailored recommendations, especially focusing on On-Premise and Cloud/Hybrid Cloud Solutions.Oversee Contact Center engagements, particularly with Genesys, throughout all project delivery phases.Lead the preparation of business proposals, collaborating closely with internal teams and external vendors to respond effectively to RFIs and RFPs.Enhance Genesys capabilities in collaboration with other managers, expanding our practice through headcount growth, creating insightful viewpoints, and developing assets aimed at improving operational efficiency and customer experience for our clients.

Role overview Nice Systems is looking for a Cloud Systems Engineer based in Manila, Philippines. The main focus of this position is to build and support cloud-based systems that enhance customer experience. Collaboration with various teams across the company is a key part of the role, ensuring technical solutions meet customer needs and expectations. What you will do Design, implement, and maintain cloud systems that prioritize customer experience Work closely with cross-functional teams to deliver reliable technical solutions Support initiatives that improve efficiency and user satisfaction through cloud technology Location This position is based in Manila, Philippines.

Role Overview NiCE is looking for a Cloud Database Engineer based in Manila, Philippines. This role focuses on maintaining the performance and availability of SQL Server databases around the clock. The position supports a 24/7 environment and includes both hands-on technical work and collaboration with other teams. Main Responsibilities Install, configure, upgrade, monitor, maintain, and manage multiple SQL Server databases. Tune databases and applications for optimal performance. Set up and enforce backup and recovery policies and procedures. Implement and maintain security for databases. Create, maintain, and monitor SQL Server replication. Review code and advise development teams. Participate in a 24/7 on-call rotation for database support. Develop and keep documentation and standards up to date. Review, approve, and create logical and physical database designs. Integrate third-party software and databases with company systems. Provide training to other staff as needed. Attend meetings and training sessions as required. Location Manila, Philippines

Join Rocket Partners as a passionate and driven Junior Java Cloud Engineer in our Manila office, located at Robinsons Summit Center, Makati City. This position requires you to work onsite during the probationary period, transitioning to a hybrid schedule thereafter. You will work from 2 PM to 11 PM PST. At Rocket Partners, we thrive on tackling complex technological challenges and leveraging cloud solutions to foster innovation. We seek creative minds who can design, develop, and implement novel solutions from the ground up. Our values are centered around curiosity, initiative, persistence, and growth. Established in 2016, Rocket Partners has experienced remarkable growth, remaining independently profitable without the backing of venture capital or private equity firms. We are eager to welcome new talents who share our commitment to driving client success. As an Entry Level Java Cloud Engineer, you will gain invaluable experience in application development using Java Spring Boot and Angular, collaborating with seasoned engineers in a nurturing environment that emphasizes personal and professional growth.

Join Rocket Partners as a Junior Java Cloud Engineer in our Manila office, located at Robinsons Summit Center. This full-time position requires onsite work during the probationary period, followed by a hybrid schedule. You will work from 2 PM to 11 PM PST. At Rocket Partners, we are dedicated to overcoming complex technological challenges for our clients by leveraging the cloud to create innovative solutions. We seek a proactive and skilled Junior Java Cloud Engineer to enhance our talented team of experts. This role is perfect for individuals who enjoy building new solutions from the ground up and are committed to fostering sustainable success for both our organization and our clients. Founded in 2016, Rocket Partners has achieved impressive growth independently without venture capital or private equity backing, remaining consistently profitable. As we expand our business, we invite passionate individuals to contribute to our clients' success. The ideal candidate will have 1-2 years of experience in software development, with a solid foundation in both backend and frontend technologies, particularly in scalable, cloud-native microservices.

NiCE is growing its team in Manila, Philippines. The company focuses on SQL Server database management in a 24/7 setting, supporting both performance and availability. This role suits someone who enjoys working with databases and wants to contribute to a collaborative technical team. Role Overview The Associate Cloud Database Engineer manages SQL Server databases, focusing on optimization, reliability, and security. The position involves both day-to-day operations and project-based improvements, with some responsibilities shared across a rotating support schedule. Key Responsibilities Install, configure, upgrade, and manage multiple SQL Server databases. Tune application and database performance. Develop and maintain backup and recovery policies and procedures. Implement and enforce database security standards. Create, maintain, and monitor SQL Server replication processes. Review code and advise development teams on best practices. Provide 24/7 support as part of a rotation with other team members. Document and maintain standards for database management. Review, approve, and design logical and physical database architectures. Integrate third-party software solutions with internal databases. Lead or facilitate training sessions for staff as needed. Participate in team meetings and ongoing training.

Join our dynamic team at Instructure as an L1 Support Engineer in Manila. In this role, you will be the first point of contact for our valued customers, providing exceptional technical assistance and troubleshooting support. Your expertise will help ensure the smooth operation of our services, and you will have the opportunity to develop your skills in a fast-paced, collaborative environment.

At NiCE, we embrace challenges as opportunities to expand our horizons. We are driven, innovative, and relentless in our pursuit of excellence. Our commitment to setting and exceeding high standards creates a dynamic environment where ambition thrives. If you share our passion for success, we invite you to explore an exceptional career with us that will ignite your potential.What does the role entail?The Cloud Site Reliability Engineer (SRE) at NiCE CXone will focus on enhancing our observability tools. This role involves close collaboration with various teams to develop and maintain observability solutions utilizing both open-source and enterprise monitoring tools. You will engage with diverse monitoring systems located in NiCE CXone’s private cloud environments, AWS, and other cloud platforms. Your expertise will also be instrumental in educating teams on the effective use of these tools, establishing best practices, and ensuring compliance to enhance operational efficiency. The SRE team employs automation tools for the deployment and management of observability solutions and continuously seeks to adopt emerging technologies to enhance monitoring and alerting capabilities. Curiosity, quick learning, and a knack for solving unique problems with creative solutions are essential attributes for success in this role.

Role overview The Senior Cloud Operations Engineer - Salesforce Administrator at nice focuses on managing cloud operations with a particular emphasis on Salesforce administration. The role is responsible for ensuring Salesforce applications function reliably and integrate effectively with other systems. What you will do Oversee daily cloud operations to support system performance and reliability. Administer Salesforce applications, including configuration and integration work. Collaborate with teams across departments to design and implement solutions that enhance the cloud infrastructure. Location This position is based in Manila, Philippines.

Role Overview NiCE is looking for a Senior Cloud Database Engineer based in Manila to help maintain and optimize SQL Server databases in a 24/7 operational setting. This role focuses on keeping systems running smoothly and securely at all times. What You Will Do Install, configure, upgrade, monitor, and maintain multiple SQL Server databases. Tune database and application performance to support continuous operations. Develop and enforce backup and recovery policies and procedures. Implement and manage security measures for databases. Create, maintain, and monitor SQL queries to support business needs. Take on additional tasks as assigned by management. Location This position is based in Manila, Philippines.

Join Adventus, a leading Information and Communications Technology (ICT) Solutions and Services Provider with a global presence.We empower organizations to achieve transformative outcomes by utilizing innovative solutions and intelligent applications, ensuring they thrive in an intensely competitive landscape.With our extensive network of technology partners, profound domain expertise, and a unique value proposition, we consistently exceed our customers' expectations.Job ResponsibilitiesDeliver on-site and/or remote technical support to end-users, diagnose and resolve technical issues.Oversee the deployment, maintenance, upgrades, and support of client computer systems, including hardware, software, operating systems, and networks.Manage Windows OS, Active Directory, Office 365, and Intune configurations, along with patching and file server management.Ensure a high level of user satisfaction by providing excellent customer service and tailored solutions to meet clients' needs.Handle IT asset management and other ad-hoc tasks as assigned.Knowledge of ITSM or ITIL principles is a plus.

At Feedzai, we are revolutionizing the financial risk management landscape with our cutting-edge RiskOps platform. We lead the charge in protecting global commerce through innovative cloud-based solutions, harnessing the power of machine learning and artificial intelligence. Our mission is to facilitate a seamless transition to a cashless economy while fostering digital trust in every transaction. Major banks, processors, and retailers around the globe rely on Feedzai to safeguard trillions of dollars while enhancing the customer experience, all without compromising privacy. As a Series D company valued at over $1.5 billion and having raised $282 million, our solutions impact 900 million individuals across 190 countries.Customer Success Team: Our team is dedicated to delivering exceptional product experiences to our clients. This includes comprehensive education, precise configuration, innovative solution development, and strategic risk management. We collaborate closely with our clients to ensure they receive the right solutions, develop tailored strategies, and provide ongoing support throughout their journey with us. We thrive in a dynamic environment where every challenge is embraced, fostering an atmosphere of initiative and creativity.Your Role:As a Senior Product Support Engineer at Feedzai, you will be the primary point of contact for our customers, tackling complex pre-production and post-production technical challenges related to our cloud-based financial crime prevention platform. This position requires a robust technical background, a problem-solving mindset, and a customer-focused approach to ensure timely and effective resolution of issues.You will take full ownership of customer incidents, swiftly mitigate pressing issues, escalate to our engineering teams as necessary, and ensure complete resolution of all problems. This role involves analyzing intricate technical issues across Feedzai's product suite and their interaction with customer infrastructures, as well as liaising with stakeholders at all levels of seniority. We seek professionals with a background in L1, L2, and L3 support levels, or those with a technical acumen to navigate these various layers.

Location: BGC, MakatiWork arrangement: Hybrid (2 days onsite per week)Employment type: Contract, with potential for regularizationExperience required: At least 6 years Role overview The Cloud Integration Specialist acts as the main point of contact for a dedicated tribe or business unit, focusing on their unique cloud infrastructure requirements. This position leads system integrations for infrastructure projects and ensures all solutions align with technical architecture standards. What you will do Serve as the primary liaison for assigned tribes or business units, addressing their cloud infrastructure needs and challenges. Advise teams on cloud integration best practices to support strategic objectives, resilience, and cost-effectiveness. Lead and manage the integration of infrastructure systems, ensuring smooth and compliant implementation. Work closely with Technical Architects and cloud vendors to provide architectural input for key infrastructure deployments. Partner with business units to evaluate and prioritize requests, focusing on high-impact infrastructure work and meeting service level agreements. Collaborate with the DevOps team on infrastructure-related tasks (excluding application development) to optimize resources. Align cloud strategies with broader organizational goals, bridging business requirements with technical solutions.

Join the Instructure Team! We are dedicated to empowering individuals to grow and thrive in their educational and professional journeys. Our mission is to create user-friendly products that enhance learning experiences, foster connections, and motivate personal advancement.Parchment, a product of Instructure, is on the lookout for a passionate Learner Support Representative (LSR) to become a vital part of our support team based in Manila. In this pivotal role, you will act as the first point of contact for learners and customers, providing prompt, precise, and compassionate assistance. You will articulate complex policies and procedures, troubleshoot issues via various communication channels (phone, chat, web case), and help users confidently navigate our technology and services.Job Details:Location: Onsite | Giga Tower, Bridgetowne, Ugong Norte, Quezon CitySchedule: Monday to Sunday | Shifting Schedule (24/7 coverage)Your Role:Act as the primary contact for consumer inquiries through phone, live chat, and support tickets.Communicate complex policies and technical instructions with clarity and empathy.Diagnose user issues and guide customers through our electronic platforms.Assess applications for completeness and compliance with guidelines.Efficiently manage client inquiries via a web-based ticketing system.Maintain accurate records and input data across multiple systems.Collaborate with team members to troubleshoot issues and share best practices.Achieve performance metrics including average handling time, schedule adherence, service quality, and first-call resolution.Proactively update stakeholders on resolutions and progress.