Staff Software Engineer - IT Infra & Operations
r1rcm · Taguig City, Metro Manila ·
- Seniority
- Staff
- Category
- Software engineering
- Experience
- 2+ years
- Visa sponsorship
- No
- Company size
- 501-1000
Maintains and migrates Genesys voice platforms (PureCloud and on-prem) for a healthcare revenue-cycle company, handling SIP phones, call flows, and vendor escalations.
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
How to Apply:
Click this job posting (or the hyperlinked requisition number above) to access the Workday link.
In your Workday registration, ensure to attach your updated CV with contact number.
Ensure that your line manager is informed prior to submitting your application.
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