IT Voice Engineer — Genesys & SIP Specialist

R1 RCM; Philippines; On-site; PHP 400,000 - 600,000; Full time

Job summary

R1 RCM is seeking an IT Voice Engineer to provide day-to-day support for Genesys PureCloud and Interactive Intelligence technologies in a healthcare environment. The role involves migration, documentation, SIP phone troubleshooting, and incident management to ensure platform reliability and user satisfaction.

Requirements include hands-on troubleshooting of Genesys on-premise and PureCloud, experience with call flows and SIP trunking, plus at least two years in IT voice.

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 need it
• Knowledge on VOIP Protocols and SIP
• Any computer related courses graduate
• Minimum 2 years experience as IT Voice

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.

Skills

Genesys

VoIP

SIP Trunking

Troubleshooting

Documentation

Education

Any computer related courses

Tools

Genesys PureCloud

Job description

R1 RCM is seeking an IT Voice Engineer to provide day-to-day support for Genesys PureCloud and Interactive Intelligence technologies in a healthcare environment. The role involves migration, documentation, SIP phone troubleshooting, and incident management to ensure platform reliability and user satisfaction.

Requirements include hands-on troubleshooting of Genesys on-premise and PureCloud, experience with call flows and SIP trunking, plus at least two years in IT voice.