Sr. Telecom and Network Engineer

Infomedia Philippines Operations LP Co. LTD.; Makati; On-site; PHP 1,200,000 - 1,900,000; Full time

Job summary

Carenet seeks a Senior Telecommunications/Network Engineer to lead design, deployment, and ongoing optimization of enterprise contact center platforms. You will architect Genesys Cloud CX solutions, manage SIP trunks, and coordinate cloud telephony integrations to ensure high reliability and performance.

You will collaborate with software, infrastructure, and database teams to deliver scalable, secure contact center capabilities and mentor junior engineers in a fast-paced healthcare tech

Qualifications

• Bachelor's degree in Information Systems, Computer Science, or a related field.
• 5+ years of hands-on experience in contact center or telecommunications engineering.
• 2–4 years of experience administering, engineering, and optimizing Genesys Cloud CX environments.

Responsibilities

• Architect and maintain complex Genesys Cloud CX solutions including Architect call flows, queue routing, WEM, outbound campaigns, and AWS S3 recording integrations.
• Design, configure, and optimize SIP trunks, SBCs, telephony routing, and enterprise voice components for reliability and quality.
• Lead platform enhancement through capacity planning, scalability assessments, and cloud-architecture improvements.
• Administer Genesys Cloud environments, including permissions, integrations, analytics, dialer rules, and workforce engagement tools.
• Monitor platform performance, troubleshoot across voice/network/cloud layers, and provide Tier 3 on-call support.

Skills

SIP/VoIP concepts

Cloud telephony architectures

Telecom network troubleshooting

Education

Bachelor's degree in Information Systems/CS

Tools

Genesys Cloud CX

Job description

About the role

The Senior Telecommunications/Network Engineer is a key technical leader responsible for architecting, developing, and sustaining Carenet's enterprise contact center platforms. By designing scalable Genesys Cloud CX solutions—including IVR/Architect call flows, outbound dialing, AWS S3 recording, routing logic, and telephony integrations—this role ensures our teams can deliver seamless, reliable, and high-quality healthcare experiences. This engineer strengthens Carenet's operational performance by driving platform reliability, optimizing cloud telephony infrastructure, supporting new client implementations, and serving as a Tier 3 escalation point for complex issues.

Key responsibilities

• Architect and maintain complex Genesys Cloud CX solutions such as Architect call flows, queue routing, WEM, outbound campaigns, and AWS S3 recording integrations.
• Design, configure, and optimize SIP trunks, SBCs, telephony routing, and enterprise voice components in alignment with reliability and quality standards.
• Conduct requirements-gathering sessions with business stakeholders and translate needs into technical specifications, routing logic, and IVR workflows.
• Lead platform enhancement efforts, including capacity planning, scalability assessments, and cloud-architecture improvements.
• Administer Genesys Cloud environments, including permissions, integrations, analytics, dialer rules, and workforce engagement tools.
• Monitor platform performance, troubleshoot issues across voice/network/cloud layers, and provide Tier 3 on-call support during critical incidents.
• Partner closely with Software Engineering, Infrastructure, Database, and Application teams to deploy enterprise-wide contact center solutions.
• Maintain system documentation, call flow diagrams, inventory, and standardized configuration records.
• Evaluate vendor technologies, telecom products, and cloud innovations to strengthen Carenet's contact center capabilities.
• Provide mentorship, guidance, and technical leadership to IT telecom team members and cross-functional partners.

About you

• Bachelor's degree in Information Systems, Computer Science, or a related field.
• 5+ years of hands-on experience in contact center or telecommunications engineering.
• 2–4 years of experience administering, engineering, and optimizing Genesys Cloud CX environments.
• Experience designing and deploying Architect call flows, SIP trunking, outbound dialer campaigns, AWS S3 recording integrations, and telephony routing.
• Strong working knowledge of SIP, SBCs, VoIP, circuit and trunk management, and cloud-based telecommunication systems.
• Technical proficiency with networking, Windows Server, Cisco infrastructure, APIs, and cloud telephony standards.
• Demonstrated troubleshooting expertise across voice, network, and telephony environments.
• Excellent communication, documentation, time management, and stakeholder engagement skills.
• Ability to operate independently, manage concurrent priorities, and deliver in a fast-paced, evolving environment.

About us

Carenet is a healthcare organization with enterprise contact center platforms serving multiple business units. The organization prioritizes service continuity, innovation, and competitive differentiation through reliable telecommunications and network infrastructure.