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Genesys Solutions Analyst (Permanent Work from home)

Genesys Solutions Analyst to manage telephony systems for Lightspeed.
Lightspeed Commerce
Remote
Philippines
USD 215
PHP 1,000 per month
Job Description

Lightspeed is seeking a Genesys Solutions Analyst to manage and improve telephony systems. The role involves ensuring smooth and efficient operation of these systems, including setup, troubleshooting, and optimization. The analyst will collaborate with IT teams to integrate telephony systems with other communication tools and support junior staff through knowledge sharing and guidance. Additionally, they will document processes and create reports to track system performance and improvements.

Role Involves:

  • Working with Business Analysts to plan projects and define requirements.
  • Configuring and testing telephony systems, including call flows and agent settings.
  • Managing change requests and transitioning updates to production.
  • Handling service requests, incidents, and troubleshooting in ServiceNow.
  • Diagnosing and resolving IVR and call quality issues.
  • Maintaining and updating knowledge base articles.

Requirements:

  • Extensive experience in designing, configuring, and managing telephony systems.
  • Deep understanding of telephony technologies, including PBX, VoIP, and SIP.
  • Skilled in integrating telephony systems with various communication technologies.
  • Practical experience in implementing and supporting the Genesys Cloud platform.
  • Proven expertise in migrating contact center systems between platforms.

Lightspeed offers:

  • Permanent work from home environment.
  • Genuine career opportunities.
  • Market-leading salary package.
  • 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.
Apply Manually

Lightspeed Commerce

Lightspeed Commerce is a one-stop commerce platform powering businesses worldwide. Founded in Montreal in 2005, Lightspeed provides cloud-based solutions that unify online and physical operations, multichannel sales, and global payments. Serving retail, hospitality, and golf businesses in over 100 countries, Lightspeed's platform facilitates seamless expansion, financial solutions, and connection to supplier networks. Committed to innovation and exceptional customer experiences, Lightspeed simplifies and scales merchants' operations through its comprehensive commerce solutions. With teams across North America, Europe, and Asia Pacific, Lightspeed trades on the NYSE and TSX.

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