Platform Configuration Engineer II

Location: Mandaluyong, Manila, Philippines (Hybrid)

Salary Range: ₱95,000 – ₱130,000 Basic Pay per Month

Schedule: Night Shift

Join us in delivering exceptional customer experiences. We are a global leader in cloud-based contact center technology, helping organizations worldwide transform the way they connect with customers through innovative and scalable solutions.

Our people-first culture is grounded in collaboration, integrity, and inclusivity. We celebrate diversity and foster an environment where every individual can thrive, grow, and bring their authentic selves to work.

Position Overview

Reporting to the Supervisor of the Professional Services team, the Platform Configuration Engineer II is responsible for system configuration, training, documentation, and customer engagement throughout implementation projects. You will manage multiple projects simultaneously, providing both technical expertise and consultative guidance for contact center solutions.

Key Responsibilities

• Lead requirements gathering, system configuration, product training, testing, and production rollout.
• Serve as a Project Engineer (PE) or Solution Architect (SA) depending on project requirements, as determined by Professional Services management.
• Build strong customer relationships by setting clear expectations and aligning solutions with business objectives.
• Act as a technical resource across multiple internal and client-facing projects with minimal supervision.
• Manage both standard and complex implementations, including:
• Integrations with CRM and partner platforms (e.g., Salesforce, NetSuite, Zendesk)
• Configuration of digital channels (chat, email, SMS)
• IVR design and configuration
• API and data query integrations
• Handle escalated implementations requiring advanced technical and customer management expertise.
• Stay updated on emerging technologies and best practices in contact center systems.

Key Requirements

• 3–5 years of experience in professional services implementation and system configuration within a cloud or telephony environment.
• Excellent verbal and written communication skills (English).
• Strong understanding of hosted solutions (SaaS), VoIP, IVR, and contact center operations.
• Familiarity with CRM and lead management tools (e.g., Salesforce, NetSuite, Velocify, Zendesk) preferred.
• Knowledge of digital engagement channels (email, chat, SMS).
• Bachelor’s degree in Information Technology or a related technical field preferred.

Key Skills

• Advanced technical proficiency and analytical problem-solving abilities.
• Strong consultative mindset with the ability to provide strategic recommendations.
• Capable of managing multiple projects independently.
• Strategic thinker with the ability to understand the bigger picture and make informed technical decisions.
• Willingness to work a permanent night shift schedule.

Compensation and Benefits

• Company stock options
• Annual merit-based salary increase
• 15% night shift differential pay
• Paid leaves with cash conversion
• HMO coverage with free dependents
• Retirement plan and life insurance
• Internet and meal allowance (for remote setup)
• Employee Assistance Program (EAP) for mental and social well-being
• Government-mandated benefits (SSS, PhilHealth, Pag-IBIG, 13th month pay, solo parent leave, special leave for women)