IT Voice Engineer (Genesys PureCloud)

About the role

R1 RCM Inc. is looking for an IT Voice Engineer in Taguig City to support its Genesys PureCloud solution and interactive intelligence technology. The role covers day-to-day maintenance, migration and implementation of the Genesys solution, documentation, and handling of incidents and requests.

Key responsibilities

• Provide day-to-day support and maintenance of the Genesys PureCloud solution and Interactive Intelligence technology.
• Migrate and implement the Genesys PureCloud solution.
• Create documentation and knowledge bases.
• Install and perform basic troubleshooting of SIP IP phones.
• Manage incidents and requests daily according to their criticality and urgency.
• Review the platform regularly to ensure optimal performance and user satisfaction.

Required profile

• Regular employee with at least 6 months' tenure in the current role.
• Performance rating of "Consistently Meets Expectations" or better, not enrolled in a Performance Improvement Plan, and no active ethics, data privacy, performance improvement, employee relations cases or disciplinary records.
• No failed internal selection or apprenticeship processes in the last 6 months.
• Attendance score of 95% or higher and quality score of 90% or higher each month, with no call-outs or escalations.
• Graduate of a computer-related course and at least 2 years of experience as an IT Voice engineer.

Required skills

• Hands-on troubleshooting of Genesys on-premise and PureCloud solutions.
• Knowledge of call flows, inbound and outbound campaigns, call recordings and call monitoring.
• Basic knowledge of gateway configuration, Genesys SIP trunking and dial plans.
• Ability to read logs and Genesys tools to find root causes, and to explain issues clearly to vendors.
• Knowledge of VoIP protocols and SIP.

What we offer

• Competitive total rewards package with target variable incentives.
• HMO medical plan from day 1 with free dependents, life insurance and paid time off.
• Sick leave conversion, night differential and employee referral program.
• All mandatory statutory benefits.

To apply, use the Workday link provided in the posting and attach an updated CV with contact number; inform your line manager before applying.