Staff Software Engineer - IT Infra & Operations

R1 RCM; Philippines; On-site; PHP 400,000 - 600,000; Full time

Job summary

R1 RCM is seeking an IT Voice Engineer to provide day-to-day support for Genesys PureCloud and Interactive Intelligence technologies in a healthcare environment. The role involves migration, documentation, SIP phone troubleshooting, and incident management to ensure platform reliability and user satisfaction.

Requirements include hands-on troubleshooting of Genesys on-premise and PureCloud, experience with call flows and SIP trunking, plus at least two years in IT voice.

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

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.

Skills

Genesys

VoIP

SIP Trunking

Troubleshooting

Documentation

Education

Any computer related courses

Tools

Genesys PureCloud

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.

R1 is the leader in healthcare revenue management, helping providers achieve new levels of performance through smart orchestration. A pioneer in the industry, R1 created the first Healthcare Revenue Operating System: a modular, intelligent platform that integrates automation, AI, and human expertise to strengthen the entire revenue cycle. With more than 20 years of experience, R1 partners with 1,000 providers, including 95 of the top 100 U.S. health systems, and handles over 270 million payer transactions annually. This scale provides unmatched operational insight to help healthcare organizations unlock greater long-term value. To learn more, visit: https://www.r1rcm.com .