Genesys Solutions Analyst (Permanent Work from home)

June 2, 2025

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Are you actively looking for a new opportunity? Or just checking the market? Well… you might just be in the right place!

We have bike enthusiasts, foodies, video game heroes, dog and cat lovers, movie buffs, musicians, and every variety of people. Lightspeed was founded on the principles of diversity and inclusion and our daily practices and interactions reflect this commitment everyday. Wherever you look, you will find a friend in Lightspeed. If you're keen to join, we're looking for a Genesys Solutions Analyst (Permanent Work from home) to join our team in Manila.

As a Genesys Solutions Analyst, you will help manage and improve telephony systems, making sure they run smoothly and efficiently. Your role includes setting up, troubleshooting, and optimizing these systems while working with IT teams to connect them with other communication tools. You'll also support junior staff by sharing your knowledge and providing guidance. Additionally, you'll help document processes and create reports to track system performance and improvements. The ideal candidate for this role has strong analytical and problem-solving skills to troubleshoot complex telephony issues, along with excellent communication abilities to collaborate across teams and explain technical concepts to non-technical stakeholders.

What you'll be doing:

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.

What you need to bring:

We're looking for a candidate who has experience with the following:

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.

Our hiring process is very straightforward. You'll undergo a preliminary video screening and the whole process will be conducted at the comfort of your own home, through Zoom or Google Meet. No need to go through Manila's heavy traffic!

What's in it for you?

Come live the Lightspeed experience...

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.

… and enjoy a range of benefits that'll keep you happy and healthy:

Market-leading salary package
Permanent work from home setup
Coworking space available, if needed
We follow the PH holidays!
Benefits you can enjoy from day one:
- 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

Not yet convinced?

For honest reviews left by real people, you can check our Glassdoor page. To know more about Lightspeed, you can check our website, LinkedIn, and Youtube pages. We're an open book!

We know that people are more than what's on their CV. If you're unsure that you have the right profile for the role... hit the 'Apply' button and give it a try!

We partner with Inform Group to employ our Lightspeed workforce in the Philippines. Inform Group hosts Lightspeed employees who enjoy the benefits of the Philippine labour code combined with the full career opportunities provided by Lightspeed.

To all recruitment agencies: Lightspeed does not accept unsolicited agency resumes. If we have not directly engaged your company in writing to supply candidates for a specific vacancy, Lightspeed will not be responsible for any fees related to unsolicited resumes.

Lightspeed is a proud equal opportunity employer and we are committed to creating an inclusive and barrier-free workplace. Lightspeed welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Where to from here?
Obviously, this has to be mutually beneficial: we want you to step into a role you love, and we want to offer you a place you're proud to come to every day. For a glimpse into our world check out our career page here.

Lightspeed is building communities through commerce, and we need people from all backgrounds and lived experiences to do that. We were founded in 2005, in Montreal's gay village and our original members were all part of the LGBTQ+ community. The ethos of our business has been about inclusion from the very beginning, and we strive to provide a workplace where everyone belongs.

Who we are:
Powering the businesses that are the backbone of the global economy, Lightspeed's one-stop commerce platform helps merchants innovate to simplify, scale, and provide exceptional customer experiences. Our cloud commerce solution transforms and unifies online and physical operations, multichannel sales, expansion to new locations, global payments, financial solutions, and connection to supplier networks.

Founded in Montréal, Canada in 2005, Lightspeed is dual-listed on the New York Stock Exchange (NYSE: LSPD) and Toronto Stock Exchange (TSX: LSPD). With teams across North America, Europe, and Asia Pacific, the company serves retail, hospitality, and golf businesses in over 100 countries.

Lightspeed handles your information in accordance with our Applicant Privacy Statement.

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