Senior Genesys Cloud Telecom Engineer (UC & Voice)

20 DexCom Philippines Inc

Manila

On-site

PHP 1,000,000 - 1,800,000

Full time

8 days ago

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Benefits offered by this job

Comprehensive benefits

Job summary

Dexcom Philippines Inc. in Manila seeks a Senior Telecom Engineer to configure, maintain, and support the enterprise contact center environment.

The role focuses on administering cloud telephony, supporting end-users, and ensuring reliable voice services with partners. Deploy, configure and maintain all aspects of the Genesys Cloud contact center, manage voice services, collaborate with carriers, and drive automation via APIs, Python and Terraform while upholding security standards and

Qualifications

4-5 years Contact Center and UC support required; typically 5+ years overall.
Genesys Cloud Professional and/or Genesys Cloud Developer certifications highly desirable.
Experience supporting carrier circuit deployments (POTS, PRI, T1, VOIP, SIP).
Strong understanding of TCP/IP networking and common application protocols.
Ability to troubleshoot complex systems and network environments.
Experience with Active Directory, OKTA and LDAP authentication.
Strong ITIL knowledge for incident, problem, and change management.
Bachelor's degree from four-year college or university.

Responsibilities

Deploy, Configure and Support all aspects of the Genesys Cloud customer contact center platform.
Admin configuration of: Users, Roles, Permissions, Divisions, WebRTC phones, Sites, and Locations.
Design, build, and maintain Genesys Cloud configurations, including queues, skills, call routing, Architect flows, schedules, data tables, recording policies, dashboards, and performance reporting.
Manage Genesys Cloud Voice services, DID inventory, number management, BYOC SIP trunking, and carrier connectivity.
Collaborate with telecom carriers, cloud vendors, and service providers to maintain reliable voice services and resolve telephony-related issues.
Perform identification, diagnosis, root cause analysis, and resolution of SaaS platform, cloud infrastructure, telephony, and voice network issues.
Develop and maintain monitoring, alerting, performance analytics, and capacity planning processes for Contact Center and UC platforms.
Drive continuous improvement through automation, process optimization, and the use of Genesys APIs, Genesys CX as Code, Python, Terraform, and AI-driven insights.
Ensure software-based endpoints and communication platforms are configured and maintained in accordance with security standards and regulatory requirements.
Partner with IT Service Desk, Network Engineering, Infrastructure, and Security teams to support enterprise communication services and lead projects.