IT Voice Engineer - Genesys Cloud

R1 RCM; Taguig; On-site; PHP 420,000 - 640,000; Full time

Job summary

R1 RCM is seeking a support professional to maintain and optimize the Genesys PureCloud and Interactive Intelligence platforms in our Manila area operations. You will handle day-to-day support, incident management, and ensure service levels through proactive monitoring.

The role covers migration and implementation of PureCloud, creation of knowledge bases and documentation, plus basic SIP IP Phone installation and troubleshooting, with a focus on clear communication and issue resolution.

Qualifications

• Hands-on troubleshooting of Genesys on-premise and PureCloud.
• Experience with migration/implementation of PureCloud is a plus.
• Familiarity with call flows, campaigns, recordings, and monitoring.
• Basic gateway config and SIP trunking knowledge.

Responsibilities

• Day-to-day support and maintenance of Genesys PureCloud and Interactive Intelligence.
• Migration and implementation of Genesys PureCloud solutions.
• 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 ticket priority.
• Conduct regular reviews of the platform to ensure optimal performance and user satisfaction.

Skills

Genesys troubleshooting

Incident management

Documentation writing

Communication skills

Tools

Genesys PureCloud

Interactive Intelligence

SIP IP Phone configuration

Job description

• 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