Sr Staff Engineer-IT (Voice Engineer)

r1rcm; Chennai District; Sur place; INR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

R1 India is a leading healthcare technology services company focused on transforming healthcare through innovative Genesys PureCloud solutions. We seek an experienced professional to provide day-to-day support, implement MACD, and coordinate cross-team integrations to ensure robust, scalable contact center capabilities.

You will drive incident resolution, document processes, and engage stakeholders to deliver high-quality outcomes.

Qualifications

• Hands-on experience troubleshooting Genesys PureCloud solutions.
• Good knowledge of APIs and integrating with 3rd party applications.
• Experience on migration and implementation of Genesys PureCloud.
• Strong understanding of business requirements and ability to convert to solutions.
• Knowledge on Call flows, Inbound/Outbound Campaigns, Call Recordings and Call Monitoring.
• Knowledge on Gateway configuration and Genesys SIP Trunking and Dial Plans.
• Able to troubleshoot and identify root causes via logs and Genesys tools.
• Ability to explain issues clearly to vendors with necessary information.

Responsabilités

• Day to day support and maintenance of Genesys PureCloud Solutions.
• MACD on Genesys, including call flows, SIP trunks etc
• Act as L3 support during issues and drive towards resolution
• Work with internal/external application teams on integrating their platform with Genesys
• Migration and implementation of Genesys PureCloud Solution
• Monitor project progress and adjust to ensure successful delivery
• Creation of Documentation and Knowledge base
• Responsible for managing incident and service requests
• Manage and coordinate team activities with different support groups
• Conduct regular reviews of the platform to ensure optimal performance and user satisfaction
• Act as the primary point of contact for stakeholders regarding Genesys PureCloud projects

Connaissances

Genesys PureCloud

API integration

Troubleshooting

Log analysis

Network concepts

Outils

Gateway config

SIP trunking

Description du poste

R1 India is proud to be recognized among the Top 20 of India's Best Companies to Work For 2025 by the Great Place to Work®Institute, marking our third consecutive year of climbing the ranks - from Top 50 in 2023 to Top 25 in 2024, and now amongst the Top 20. This achievement is a testament to the exceptional workplace culture we have collectively cultivated and reflects our unwavering commitment to employee well-being, inclusion, and diversity. Our accolades also highlight our excellence in healthcare, support for millennials, women, diversity, and health and wellness.

With over 30,000 employees globally and a robust presence in India, comprising over 17,000 employees across Delhi NCR, Hyderabad, Bangalore, and Chennai, we foster an inclusive culture where every team member feels valued and empowered. Our mission is to transform the healthcare industry by driving efficiency for healthcare systems, hospitals, and physician practices, continuously striving to make healthcare work better for everyone

Job Description:

Core Responsibilities:

• Day to day support and maintenance of Genesys PureCloud Solutions
• MACD on Genesys, including call flows, SIP trunks etc
• Act as L3 support during issues and drive towards resolution
• Work with various internal / external application team on integrating their platform with Genesys
• Migration and implementation of Genesys PureCloud Solution
• Monitor project progress and adjust as necessary to ensure successful project delivery.
• Creation of Documentation and Knowledge base
• Responsible for managing incident and service requests
• Manage and coordinate team activities, working closely with different support groups.
• Conduct regular reviews of the platform to ensure optimal performance and user satisfaction.
• Act as the primary point of contact for stakeholders regarding Genesys PureCloud projects.

Skills and Experience:

• Hands on experience on troubleshooting Genesys PureCloud solutions
• Good knowledge on API’s and integrating with 3rd party applications.
• Experience on migration and implementation of Genesys PureCloud
• Strong understanding on business requirements and ability to convert to solutions.
• Knowledge on Call flows, Inbound, Outbound Campaigns, Call Recordings and Call Monitoring
• Good knowledge on Gateway configuration and Genesys SIP Trucking and Dial Plans.
• Able to troubleshoot and identify the root causes via reading logs and other Genesys tools for troubleshooting.
• Can explain the issue clearly to the Vendor and provide necessary information correctly if the Vendors need it
• Knowledge on network routing,VOIP Protocols, SIP Responses, Handshake communication etc.

Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.

Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits package. To learn more, visit: r1rcm.com

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