Senior IT Voice & Infra Engineer — Genesys Expert

R1 RCM

Philippines

On-site

PHP 480,000 - 720,000

Full time

11 days ago

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Benefits offered by this job

Medical Plan (HMO) from Day 1

Life insurance

Paid Time-Off Benefits

Sick Leave Conversion

Night Differential

Job summary

R1 RCM is seeking an IT Voice Engineer in the Philippines to provide day-to-day support and maintenance of Genesys PureCloud and Interactive Intelligence solutions. The role includes migration activities, documentation, and basic SIP phone troubleshooting as part of incident management to ensure platform reliability.

The candidate should have hands-on experience with Genesys products, knowledge of call flows and VOIP protocols, and at least two years in IT Voice.

Qualifications

Hands-on troubleshooting of Genesys on-premise and PureCloud solutions.
Migration and implementation of Genesys PureCloud is a plus.
Knowledge of call flows, inbound/outbound campaigns, call recordings and monitoring.
Basic gateway configuration and Genesys SIP Trunking and dial plans.
Troubleshoot and identify root causes via logs and other Genesys tools.
Explain issues clearly to vendors and provide necessary information.
Knowledge of 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 and Interactive Intelligence technologies.
Migration and implementation of Genesys PureCloud solutions.
Create documentation and knowledge bases.
Install and perform basic troubleshooting of SIP IP Phones.
Manage incidents and requests based on ticket criticality.
Conduct regular platform reviews to ensure performance and user satisfaction.