Genesys Contact Center Operation
Ready to join Accenture’s team of empowered people? We’re looking for candidates with the following skills and experience for this role. Do you fit the profile? If you do, we’d love to hear from you!
In adherence to Accenture’s process of Identity Verification, your resume or CV must include your photo to ensure the accuracy of your application.
Who we are:
Accenture in the Philippines is a pioneer in Accenture’s global delivery network. Over the past 30 years, we have expanded our capabilities to become a powerhouse company providing end-to-end technology and business services. As part of Accenture’s global footprint in over 120 countries, covering 40-plus industries, we have been working with the biggest companies in the country and around the globe.
Innovation, a constant at Accenture, enables us to find new ways to stay ahead of our clients’ challenges. Our inclusive, diverse, and strong culture of equality helps us constantly drive innovation in the workplace. By combining our industry expertise and the deep skills of our people with the latest technologies and our uncompromising high-performance standards, we help organizations grow their business and succeed in the digital age.
What’s in it for you?
At Accenture you will work on meaningful and innovative projects, powered by the latest technologies. You’ll be immersed in industry best practices such as event-driven architectures and domain-driven designs. Accenture will continually invest in your learning and growth. You'll work with Accenture’s certified practitioners, and Accenture will support you in growing your own tech stack and certifications.
Summary:
CL8 – Platform Lead / Operations Architect (Genesys Cloud L2.5/L3 Oversight)
Role Focus: Platform stability, governance, and continuous improvement
The CL8 Platform Lead / Operations Architect is accountable for the overall operational health, stability, and continuous improvement of the Genesys Cloud platform. Acting as the senior technical point of contact, this role drives platform governance, oversees complex incident resolution, and aligns contact center operations with client business objectives and roadmap.
Roles and Responsibilities:
• Own overall Genesys Cloud operational health, stability, and service outcomes for the engagement.
• Provide L2.5/L3 oversight for complex defects, major incidents, and architectural issues requiring deep platform expertise.
• Define and maintain support models, escalation paths, operational runbooks, and release/change governance frameworks.
• Drive platform optimization, automation, and operational readiness for new features and product updates.
• Act as the primary client technical point of contact for service reviews, risk management, and roadmap alignment.
• Collaborate with Genesys product/support teams, solution architects, and delivery leadership on platform strategy.
• Establish and track KPIs, SLAs, and operational metrics; lead service review meetings and executive reporting.
• Identify and implement improvements to reduce incident volume, improve MTTR, and enhance platform reliability.
Job Qualifications:
• Bachelor's degree in Information Technology, Computer Science, Telecommunications, or related field; Master's degree is an advantage.
• 7+ years of experience in contact center technology, with at least 3–5 years in a senior platform or architecture role on Genesys Cloud.
• Expert-level knowledge of Genesys Cloud architecture — routing, data actions, integrations, telephony infrastructure, and cloud networking.
• Strong background in IT service management, including major incident management, problem management, and change governance (ITIL v3/4).
• Experience in defining operational support models and service delivery frameworks for enterprise clients.
• Excellent stakeholder management, executive communication, and client-facing presentation skills.
• Track record of driving platform automation, tooling improvements, and CI/CD integration for contact center operations.
• ITIL Expert or ITIL v4 Managing Professional certification preferred.
Nice to Have:
• Genesys Cloud CX Architect or Advanced Developer certification.
• Experience with cloud infrastructure (AWS, Azure, GCP) and Genesys Cloud hybrid/BYOC deployments.
• Familiarity with DevOps practices, infrastructure-as-code, and API-driven platform management.
• Prior experience in a Managed Services / outsourcing engagement as a Platform Lead or Service Delivery Manager.
What we believe:
All our leaders are committed to building a better, stronger and more durable company for future generations to create positive, long-lasting change. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities.
Our position as partner to many of the world’s leading businesses, organizations and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference. Sustainability is one of our greatest responsibilities, which we embed it into everything we do and for everyone we work with.
Accenture is committed to providing equal employment opportunities for persons with disabilities. Please let your recruiter know if you require reasonable accommodation to enable your participation in the recruitment process, they will be happy to assist you.
What’s in it for you?
- Competitive Total Rewards (Compensation, Performance Bonus, 13th Month Pay, Day 1 HMO & Life Insurance Coverage)
- Expanded maternity leave up to 120 days*
- Expanded paternity leave up to 30 days*
- Flexible Working Arrangements*
- Healthy and Encouraging Work Environment
- Company-sponsored trainings like upskilling and certification
- Employee Stock Purchase Pan
- Loyalty and Christmas Gift
- Inclusion and Diversity Benefits
- Car and housing plan*
*Terms & Conditions apply
Equal employment Opportunity Statement:
All employment decisions shall be made without regard to age, race, creed, color, religion, gender, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
IMPORTANT REMINDER: We appreciate your interest in applying with Accenture. Please ensure to complete your profile and accomplish all required information in Workday within the next 24 hours, in order for us to start processing your application. You may access Workday by clicking the “Apply Now” button or refer to the link sent via SMS or email.
#LI-PH
Mandaluyong City
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.