06/10/2026 updated
100 % available
Genesys Cloud Technical Instructor & Senior Technical Engineer
Pasig City, Philippines
Only remote
Bachelor of Science in Computer EngineeringAbout me
Certified Genesys Cloud Senior Technical Engineer & Technical Instructor with over two decades of technical operations experience. Optimizing and troubleshooting complex contact center operations, SaaS and VoIP. Ability to bridge the gap between high-level technical terms and business application
Application Integration ArchitectureVoIPCloud EngineeringConfiguration ManagementSoftware Configuration ManagementTelecom Infrastructure
SIP and Telephony (VOIP)
Proficiency in SIP and Telephony (VOIP), including VOIP troubleshooting, service configurations, IVR system setup, and implementation for small and enterprise businesses.
Genesys Cloud Platform
Expertise in Genesys Cloud (Purecloud) covering administration, implementation, reporting and analytics, outbound dialing, quality management, and architecture. Certified as Genesys Certified Professional and Genesys Certified Specialist.
Service Desk & Technical Support
Extensive experience in service desk operations including Active Directory, Exchange Server, Outlook, Citrix, Remedy, and a variety of application support, as well as shift lead responsibilities and process development.
Microsoft Office & Operating Systems
Proficiency in Microsoft Office applications, different operating systems, and computer hardware and software troubleshooting.
Salesforce & Remedy Ticketing
Experience generating reports and managing ticketing over Salesforce and Remedy, including handling escalated cases and supervisory roles.
Networking & Data Communication
Advanced knowledge in computer networking, electronics equipment, and data communication, including network configuration and infrastructure design.
Technical Training & Knowledge Base Creation
Conducting training for new hires, engineers, and partners, as well as creating knowledge base articles and training modules for process improvement.
SIP Log Reading & Cloud Tracing
Capability in reading SIP logs and performing cloud tracing for investigation and analysis of client issues and system configurations.
Excel & Data Analysis
Advanced knowledge in Excel for generating reports, data analysis, and operational improvement documentation.
Proficiency in SIP and Telephony (VOIP), including VOIP troubleshooting, service configurations, IVR system setup, and implementation for small and enterprise businesses.
Genesys Cloud Platform
Expertise in Genesys Cloud (Purecloud) covering administration, implementation, reporting and analytics, outbound dialing, quality management, and architecture. Certified as Genesys Certified Professional and Genesys Certified Specialist.
Service Desk & Technical Support
Extensive experience in service desk operations including Active Directory, Exchange Server, Outlook, Citrix, Remedy, and a variety of application support, as well as shift lead responsibilities and process development.
Microsoft Office & Operating Systems
Proficiency in Microsoft Office applications, different operating systems, and computer hardware and software troubleshooting.
Salesforce & Remedy Ticketing
Experience generating reports and managing ticketing over Salesforce and Remedy, including handling escalated cases and supervisory roles.
Networking & Data Communication
Advanced knowledge in computer networking, electronics equipment, and data communication, including network configuration and infrastructure design.
Technical Training & Knowledge Base Creation
Conducting training for new hires, engineers, and partners, as well as creating knowledge base articles and training modules for process improvement.
SIP Log Reading & Cloud Tracing
Capability in reading SIP logs and performing cloud tracing for investigation and analysis of client issues and system configurations.
Excel & Data Analysis
Advanced knowledge in Excel for generating reports, data analysis, and operational improvement documentation.
Experience
Professional experience10+ years
Freelancer since2024
Languages
EnglishFluent
Project history
Conduct training for new hires, up-training for engineers, and partners training. Knowledge base creation and training modules. Process improvement. Provide support to engineers across all skill groups.
Full time Purecloud Customer Care (Expert Help). Provide full time support for the analyst. Log reading for SIP logs and cloud tracing. Conduct investigation and analysis on client issues and current configuration, architecture, and testing. Replication of Purecloud behavior and implementation. Provide supervisory role for the Purecloud Customer care and handling escalated cases via Salesforce. Technical report creation for any existing system bugs to the Dev Team. Act as Technical Consultant for the Sales Team during Demo.
Full time Service Desk Analyst and Shift Lead for a financial company. Process tasks for Active Directory, Outlook, Exchange, Citrix, Remedy, and variety of application support. Handles the role as one of the shift leads of the account. Process reports and monitoring over Remedy 8.1, managing and supervising the team. Create process development plan and knowledge base.