At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific and Asia, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
Be the Technical Engine Behind Next-Gen AI & Cloud Contact CentersAre 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.
Skills Required
- 2–3+ years of hands-on experience with CCaaS or CRM platforms
- Strong Genesys Cloud experience
- Experience building and troubleshooting REST APIs, webhooks, JSON data flows, and CRM integrations
- Ability to translate architectural designs into reliable configurations and integrations
- Strong analytical, problem-solving, and root-cause analysis skills
- Clear client-facing communication and ability to lead client meetings
- Ability to uphold data security and privacy standards
- Amazon Connect experience
- Python or scripting experience
- Experience with Cursor, Claude, Gemini, or similar AI coding tools
- Familiarity with Convai Oration, Upland Panviva, livepro, or Symtrain
- Relevant cloud or CCaaS certifications
What We Do
At Probe CX, we help our clients become modern digital organisations. With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations. In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable. Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive
