IT Voice Engineer - Genesys Cloud 14 days ago

R1 RCM PHILIPPINES, INC.; Pateros; On-site; PHP 450,000 - 900,000; Full time

Job summary

R1 RCM Philippines, Inc. is seeking an IT Voice professional to provide day-to-day support for Genesys PureCloud, perform migrations, and maintain the PureCloud infrastructure.

You will document processes, troubleshoot SIP IP phones, and manage incidents daily according to priority, ensuring optimal platform performance and user satisfaction. We value hands-on experience with both Genesys PureCloud and on-premise solutions, plus knowledge of call flows, inbound/outbound campaigns, call

Qualifications

• Hands-on experience troubleshotting Genesys on-premise and PureCloud solutions.
• Migration and implementation experience with 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.

Responsibilities

• Day-to-day support and maintenance of Genesys PureCloud and integration migrations.
• Create documentation and knowledge bases; basic SIP IP Phone troubleshooting.
• Manage incidents and requests daily based on priority.
• Review platform regularly to ensure optimal performance and user satisfaction.

Skills

Genesys PureCloud

Troubleshooting

Incident management

Documentation

VOIP

Education

Computer-related courses

Tools

Genesys On-Premise

Call Flows

SIP Trunking

Gateway configuration

Dial Plans

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