Senior Telecom Engineer (Genesys Cloud)

Dexcom Inc.; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Comprehensive benefits program

Global growth opportunities

Career development programs

Tuition reimbursement

Job summary

Dexcom Inc. seeks a Senior Telecom Engineer to configure, maintain, and support enterprise Contact Center environments with a focus on Genesys Cloud.

You will administer cloud telephony, manage queues, skills, call routes, data tables, and dashboards, while ensuring reliable voice connectivity and regulatory compliance. You will collaborate with carriers and vendors, implement automation, and leverage APIs, Python, and Terraform to optimize operations and reporting across unified communications

Qualifications

• 4-5 years in Contact Center and UC support.
• Genesys Cloud Professional and/or Genesys Cloud Developer certifications desirable.
• Experience supporting carrier circuits (POTS, PRI, T1, VOIP, SIP).
• Solid understanding of TCP/IP network protocols.
• Experience with Active Directory, OKTA and LDAP authentication systems.
• Strong ITIL knowledge for incident, problem and change management.
• Bachelor's degree from a four-year college or university.

Responsibilities

• Deploy, configure and support Genesys Cloud CC platform and related services.
• Admin configuration of users, roles, permissions, divisions, and locations.
• Manage Genesys Cloud Voice services, DID inventory and carrier connectivity.
• Collaborate with telecom carriers and cloud vendors to maintain reliable voice services.
• Develop monitoring, alerting, and performance analytics for CC and UC.
• Drive automation and API-driven improvements using Genesys APIs, Python, and Terraform.
• Ensure security, regulatory compliance, and documentation.

Skills

Genesys Cloud

Network troubleshooting

ITIL

AD/OKTA/LDAP

TCP/IP

Automation

Education

Bachelor's degree in a technical discipline

Tools

Cyara VoiceAssure

ResolveAX

Genesys APIs

Genesys CX as Code

Python

Terraform

Job description

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.

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