IT Voice Engineer - Genesys Cloud

R1 RCM PHILIPPINES, INC.; Pateros; On-site; PHP 420,000 - 760,000; Full time

Job summary

R1 RCM PHILIPPINES, INC. is seeking an IT Voice specialist to provide day-to-day support and maintenance for Genesys PureCloud and related technologies. The role involves migration work, documentation creation, and basic SIP IP phone troubleshooting to ensure reliable communications.

Candidate should have hands-on troubleshooting experience with Genesys PureCloud and on-premise solutions, plus knowledge of call flows, campaigns, and SIP trunking. Minimum 2 years in IT Voice is preferred.

Qualifications

• Hands-on experience troubleshooting Genesys PureCloud and on-premise solutions.
• Migration and implementation experience with Genesys PureCloud is a plus.
• Knowledge of call flows, inbound/outbound campaigns, call recordings and monitoring.
• Basic knowledge of gateway configuration and Genesys SIP trunking.
• Able to read logs to identify root causes and communicate with the vendor.
• Knowledge of VOIP protocols and SIP.
• Minimum 2 years experience as IT Voice.

Responsibilities

• Day-to-day support and maintenance of Genesys PureCloud and Interactive Intelligence migration.
• Migration and implementation of Genesys PureCloud solutions.
• Creation of documentation and knowledge bases; basic troubleshooting of SIP IP phones.
• Manage incidents and requests daily based on priority and urgency.
• Regular reviews of platform performance to ensure user satisfaction.

Skills

Genesys PureCloud

Genesys on-premise

VOIP Protocols

SIP Trunking

Dial Plans

Education

Computer-related courses

Job description

Core Responsibilities: Day to day support and maintenance of Genesys PureCloud Solution and Interactive Intelligence Technology Migration and implementation of Genesys PureCloud Solution

Creation of Documentation and Knowledge bases Installation and basic troubleshooting of SIP IP Phone Responsible for managing incident and request on a daily basis depending on the criticality / urgency of the ticket raised.

Conduct regular reviews of the platform to ensure optimal performance and user satisfaction. Qualifications: Hands on experience on troubleshooting both Genesys on premise and PureCloud solutions

Experience on migration and implementation of Genesys PureCloud is a plus but not mandatory Knowledge on Call flows, Inbound, Outbound Campaigns, Call Recordings and Call Monitoring Basic knowledge on Gateway configuration and Genesys SIP Trunking 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 Knowledge on VOIP Protocols and SIP

Any computer related courses graduate Minimum 2 years experience as IT Voice