Staff Software Engineer - IT Infra And Operations

R1 RCM; Philippines; On-site; PHP 480,000 - 720,000; Full time

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.

Skills

Genesys troubleshooting

VoIP knowledge

Call flows knowledge

SIP Trunking knowledge

2+ years IT Voice experience

Education

Computer-related coursework

Tools

Genesys PureCloud

Interactive Intelligence

Job description

Job Description:

IT Voice Engineer

Eligibility Criteria:

• Open to all 1S to 4S and 4i Associates
• Must be a regular employee with at least 6 months tenure in current role.
• At least "Consistently Meets Expectations" or have a satisfactory rating as per R1's performance rating system
• Not enrolled in a Performance Improvement Plan.
• Must not have active or ongoing Ethics Point, Data Privacy, Performance Improvement, Employee Relations cases/disciplinary record/s
• Must not have failed any internal selection process or Apprenticeship Program in the last 6 months
• 95% or higher Attendance score in each month
• 90% or higher Quality score in each month
• No call outs/escalation from internal/external stakeholder

Core Responsibilities:

• Day to day support and maintenance of Genesys PureCloud Solution and Interactive Intelligence Technology
• Migration and implementation of Genesys PureCloud Solution
• Creation of Documentation and Knowledge bases
• Installation and basic troubleshooting of SIP IP Phone
• Responsible for managing incident and request on a daily basis depending on the criticality / urgency of the ticket raised.
• Conduct regular reviews of the platform to ensure optimal performance and user satisfaction.

Qualifications:

• Hands on experience on troubleshooting both Genesys on premise and PureCloud solutions
• Experience on migration and implementation of Genesys PureCloud is a plus but not mandatory
• Knowledge on Call flows, Inbound, Outbound Campaigns, Call Recordings and Call Monitoring
• Basic knowledge on Gateway configuration and Genesys SIP Trunking and Dial Plans.
• Able to troubleshoot and identify the root causes via reading logs and other Genesys tools for troubleshooting.
• Can explain the issue clearly to the Vendor and provide necessary information correctly if the Vendors need it
• Knowledge on VOIP Protocols and SIP
• Any computer related courses graduate
• Minimum 2 years experience as IT Voice

Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests.

Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits.

What’s in it for you?

• Competitive Total Rewards Package
• Target variable incentives
• Medical Plan (HMO) from Day 1 of employment with free dependents
• Life insurance
• Paid Time-Off Benefits
• Sick Leave Conversion
• Night Differential offered
• Employee Referral Program
• All Mandatory Statutory Benefits

R1 RCM Inc. ("the Company") is dedicated to the fundamentals of equal employment opportunity. The Company's employment practices , including those regarding recruitment, hiring, assignment, promotion, compensation, benefits, training, discipline, and termination shall not be based on any person’s age, color, national origin, citizenship status, physical or mental disability, medical condition, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, or any other characteristic protected by local law. Furthermore, the Company is dedicated to providing a workplace free from harassment based on any of the foregoing protected categories.