IT Voice Engineer - Genesys Cloud

R1 RCM PHILIPPINES, INC.; Quezon City; On-site; PHP 500,000 - 900,000; Full time

Job summary

R1 RCM Philippines, Inc. is seeking an IT Voice Engineer to support and optimize Genesys PureCloud and related voice platforms in Quezon City.

You will manage incidents, assist with migrations, document solutions, and ensure SIP trunking and VOIP configurations meet performance standards.

The role requires hands-on troubleshooting, knowledge of call flows, and the ability to explain issues clearly to vendors.

Qualifications

• Hands on experience troubleshooting Genesys PureCloud and on-premise solutions.
• Migration/implementation of Genesys PureCloud is a plus but not mandatory.
• Knowledge of VOIP protocols, SIP, call flows, inbound/outbound campaigns, call recordings and monitoring.

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.
• Manage incidents and requests daily based on ticket priority and urgency.
• Regularly review the platform to ensure optimal performance and user satisfaction.

Skills

Genesys PureCloud

Genesys on premise

Troubleshooting

Migration/Implementation

Documentation

SIP

Call Flows

VOIP Protocols

SIP Trunking

Dial Plans

Incident management

Vendor communication

Education

Any computer related courses graduate

Job description

IT Voice Engineer - Genesys Cloud

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 if the Vendors needs

• Knowledge on VOIP Protocols and SIP

• Any computer related courses graduate

• Minimum 2 years experience as IT Voice