Sr Staff Engineer-IT (Voice Engineer)

R1 RCM Global Private Limited; Chennai District; On-site; INR 900,000 - 1,500,000; Full time

Job summary

R1 India seeks an experienced IT specialist to provide day-to-day support and maintenance of Genesys PureCloud Solutions, including call flows and SIP trunks, on site in Chennai. This L3 role requires coordinating with internal teams and external vendors to resolve complex issues.

You will drive migrations and implementations, create documentation, manage incidents, and monitor platform performance to ensure optimal user satisfaction. Strong API integration and networking knowledge are essential.

Qualifications

• Hands-on experience troubleshooting Genesys PureCloud solutions.
• Good knowledge of APIs and integrating with 3rd party applications.
• Experience in migration and implementation of Genesys PureCloud.
• Strong ability to translate business requirements into technical solutions.

Responsibilities

• Day to day support and maintenance of Genesys PureCloud Solutions on Genesys MACD, including call flows and SIP trunks.
• Act as L3 support during issues and drive toward resolution.
• Collaborate with internal/external teams for platform integration and project delivery.
• Create documentation and knowledge base.
• Manage incidents and service requests.
• Coordinate team activities with support groups.
• Review platform regularly for performance and user satisfaction.

Skills

Genesys PureCloud troubleshooting

APIs & 3rd party integration

Migration & implementation

Requirements analysis & solutioning

Call flows & campaigns

SIP trunks & gateway config

Log analysis

Vendor communication

Network routing & VOIP protocols

Tools

Genesys PureCloud

SIP Trunking

Job description

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

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 Visit us on Facebook R1 is the leader in healthcare revenue management, helping providers achieve new levels of performance through smart orchestration. A pioneer in the industry, R1 created the first Healthcare Revenue Operating System: a modular, intelligent platform that integrates automation, AI, and human expertise to strengthen the entire revenue cycle. With more than 20 years of experience, R1 partners with 1,000 providers, including 95 of the top 100 U.S. health systems, and handles over 270 million payer transactions annually. This scale provides unmatched operational insight to help healthcare organizations unlock greater long-term value.