Digital Experience Engineer - Genesys Cloud & AI

Be the Technical Engine Behind Next-Gen AI & Cloud Contact Centers

Are you a Genesys Cloud engineer or CCaaS specialist who loves building custom API integrations, prototyping with AI, and seeing the real-world impact of your work with clients?

At Probe CX, we’re expanding our Digital team in Manila—and we’re looking for a sharp, hands-on Digital Experience Engineer who wants to move beyond routine ticket queues and help shape how modern contact centers run.

About the Role

Based in Manila and reporting to our Senior Manager – Digital Experience and Success, you will serve as the technical engine for building, integrating, and optimizing our client-facing digital and CX platforms.

Working across Genesys Cloud, Amazon Connect, and complementary AI and knowledge ecosystems—including Convai Oration, Upland Panviva, livepro, and Symtrain—you will translate solution blueprints into clean code, build custom webhooks and REST APIs, lead platform optimization programs, and use modern AI tools like Cursor and Claude to prototype and ship solutions in days instead of weeks.

What You’ll Be Doing

- Technical Implementation & API Integration: Develop, configure, and deploy omni-channel CX workflows, custom webhooks, REST APIs, and middleware connecting Genesys Cloud and Amazon Connect with client CRMs and backend systems.
- L3 Engineering & Root-Cause Resolution: Serve as an escalation point for complex system and integration bugs—performing deep root-cause analysis and refactoring configurations to boost stability, lower latency, and streamline agent workflows.
- Platform Success & Client Engagement: Partner directly with clients and our Digital Architects on ongoing platform success programs—running optimization reviews, translating technical features into business wins, and keeping system diagrams and API specs sharp.
- R&D, Prototyping & AI-Accelerated Delivery: Build and validate Proofs of Concept (PoCs) using conversational AI, automation, and licensed AI coding tools (Cursor, Claude Code, Gemini)—helping transition successful sandbox experiments into production-ready modules.

What You Bring to the Table

- CCaaS & Cloud Platform Expertise: 2–3+ years of hands-on experience in CCaaS or CRM platforms (or an Engineer, Architect, or Customer Success technical role), with strong Genesys Cloud capability as a must and Amazon Connect as a strong plus.
- APIs, Webhooks & Technical Execution: Solid experience building and troubleshooting REST APIs, JSON data flows, and CRM integrations—with the ability to turn architectural designs into clean, reliable configurations (Python or scripting experience is a bonus).
- AI Curiosity & Modern Mindset: You actively embrace new ways of working. Whether you’re already using Cursor, Claude, or Gemini in your daily workflow or building AI side projects, you’re eager to push what’s possible.
- Ecosystem Exposure (Nice to Have): Familiarity with conversational AI or agent-assist tools such as Convai Oration, Upland Panviva, livepro, or Symtrain, plus any relevant cloud or CCaaS certifications.
- Client-Facing Confidence & Ownership: Strong analytical and problem-solving skills paired with clear communication—you’re comfortable fronting client meetings, taking full end-to-end accountability, and upholding strict data security and privacy standards.

Why Join Our Digital Team in Manila?

This role is designed for ambitious engineers who want fast career growth, real technical autonomy, and direct exposure to international clients.

You’ll get hands-on access to enterprise AI engineering tools, close collaboration with global Digital leaders, and the opportunity to turn R&D ideas into live enterprise solutions.