Overview
WORK SET UP: On-site, M-F
SHIFT: Night
LOCATION: Circuit Makati
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. Through deep engineering expertise, strategic problem-solving, and cross-functional collaboration, this role enhances service continuity, innovation, and competitive differentiation across all business units.
How will Success in this Role be Measured?
- High Availability & Stability of Genesys Cloud CX
- Platform uptime, call flow reliability, and routing performance meet enterprise SLAs with minimal disruptions.
- Successful Delivery of Platform Enhancements & Client Implementations
- IVR workflows, integrations, dialer configurations, and telephony components are deployed accurately, on time, and aligned with stakeholder requirements.
- Effective Resolution of Complex Issues
- Incidents, outages, and Tier 3 escalations are resolved quickly, with documented root-cause analysis and preventive improvements.
- Optimization of Telephony & Cloud Infrastructure
- SIP trunking, routing logic, AWS S3 integrations, and network dependencies demonstrate measurable improvements in quality, scalability, and cost efficiency.
- Cross-Functional Partnership & Stakeholder Satisfaction
- Operations, IT, Client Management, and Engineering teams report high confidence in platform support, communication, and delivery outcomes.
- Security, Compliance, and Policy Adherence
- All implementations and configurations meet internal standards, security controls, and client requirements, with no audit deficiencies.
- Knowledge Sharing & Team Readiness
- Documentation, mentorship, and knowledge transfer improve team capability, reduce single points of failure, and support organizational growth.
Sample Activities to Deliver the Goals
- 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.
- Support data and reporting integrations, including Snowflake analytics and API-based data flows.
- Provide mentorship, guidance, and technical leadership to IT telecom team members and cross-functional partners.
- Engage in continuous improvement efforts to enhance call quality, reduce platform incidents, and streamline processes.
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.
- 3–5 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.
- Experience with Snowflake or other cloud data platforms for reporting/analytics (preferred).
- Development or scripting experience (Python, PowerShell, .NET, Genesys Bot) is a plus.
- Excellent communication, documentation, time management, and stakeholder engagement skills.
- Ability to operate independently, manage concurrent priorities, and deliver in a fast-paced, evolving environment.
- Strong professionalism, integrity, and collaborative team orientation.
Certificates and Licenses (Preferred)
- Genesys Cloud CX certifications (GCX-ARC, GCX-OD, GCX-GCP).• Additional certifications such as GCX-GCD or GC-AI-DB.• Networking or cloud certifications (Cisco, Azure, AWS) are advantageous.