Senior Telecom Engineer Genesys Cloud

Dexcom; Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Comprehensive benefits program

Global growth opportunities

In-house learning & tuition assistance

Job summary

Dexcom Philippines seeks a Senior Telecom Engineer to configure, maintain, and support the enterprise Genesys Cloud environment for our contact center and unified communications. You will manage voice services, DID inventory, BYOC SIP trunking, and carrier connectivity while partnering with vendors to ensure reliability.

You will diagnose issues, implement remediation plans, and build monitoring/analytics using Cyara and related tools.

Qualifications

• Bachelor’s degree in a technical discipline.
• 5+ years in contact center and UC support.
• Experience with Genesys Cloud platform.
• Strong TCP/IP networking knowledge and troubleshooting.
• Experience with AD/OKTA/LDAP authentication and ITIL processes.

Responsibilities

• Deploy, configure, and support Genesys Cloud contact center platform.
• Manage Genesys Cloud Voice services, DID inventory, BYOC SIP trunking.
• Collaborate with telecom carriers and cloud vendors to maintain voice services.
• Identify, diagnose, and resolve cloud/telephony issues with remediation plans.
• Develop monitoring, alerts, and performance reporting for contact center.

Skills

Troubleshooting

Networking

ITIL

Active Directory

OKTA

LDAP

Genesys Cloud

Education

Bachelor's degree in technical discipline

Tools

Genesys Cloud

Active Directory

OKTA

LDAP

Cyara

ResolveAX

Terraform

Python

Job description

Job Description:

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:

This is a dynamic position responsible for configuring, maintaining, and supporting the enterprise Contact Center environment. The role’s primary focus will be the administration, maintenance and operation of cloud platforms and the support of our end-users. The Senior Telecom Engineer will maintain Cloud telephony systems, manage Contact Center configuration, investigate, and support voice network platform, and troubleshoot with our partner Cloud Vendors and Telco Carriers.

Where you come in:

• Deploy, Configure and Support all aspects of the Genesys Cloud customer contact center platform. This includes:
  • Admin configuration of:
    • Users, Roles, Permissions, Divisions, WebRTC phones, Sites, and Locations
    • Queues, Skills, Call Routes, Schedules, Data Tables
    • Email Domains, SMTP Relay, Email Wizard
    • Recording and Evaluation Policies
  • Performance Workspace Reports
    • Queue Activity and Performance
    • Agent Activity and Performance
    • DNIS Performance
    • Dashboards
  • Architect configuration of
    • Inbound Call Flows
    • Inqueue Call Flows
    • Email Flows
    • Prompts
• 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 to support inbound and outbound communications.
• 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, while effectively communicating impact and remediation plans to stakeholders.
• Develop and maintain monitoring, alerting, performance analytics, and capacity planning processes for Contact Center and Unified Communications platforms, leveraging tools such as Cyara VoiceAssure and ResolveAX where applicable.
• 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, best practices, and regulatory requirements.
• Partner with IT Service Desk, Network Engineering, Infrastructure, and Security teams to support enterprise communication services and lead projects through planning, testing, implementation, change management, and post-production support.
• Ensure compliance with organizational policies and regulatory requirements, including SOC, FDA, PCI, and HIPAA, while maintaining accurate technical documentation and operational procedures.
• Assume and perform other duties as assigned.

What makes you successful:

• 4-5 years Contact Center and UC support required; overall typically 5+ years experience.

• Your Genesys Cloud Professional and/or Genesys Cloud Developer certifications highly desirable.

• Your experience supporting carrier circuit deployments with services such as POTS, PRI, T1, VOIP, and SIP.

• Your solid understanding of TCP/IP network protocols, including common application protocols.

• Your ability to systematically troubleshoot problems in complex systems and network environments.

• Your experience with Active Directory, OKTA and LDAP authentication systems.

• Strong ITIL knowledge driving effective incident, problem, and change management.

• Bachelor's degree (B. A.) from four-year college or university.

What you’ll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve

Travel Required:

• 0-25%

Experience and Education Requirements:

• Typically requires a Bachelor’s degree in a technical discipline, and a minimum of 5-8 years related experience or Master’s degree and 2-5 years equivalent industry experience or a PhD and 0-2 years experience.

#LI-Hybrid

At Dexcom, we are committed to providing a fair and inclusive recruitment process, and welcome candidates of all genders and gender identities to apply. If any wording in this description appears unintentionally gendered or exclusionary, please be assured this is not intentional.

Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition at [e-mail].

#DexcomPhilippines