Senior Telecom Engineer (Genesys Cloud CX)

• Lead and optimize a global cloud contact center platform.
• Drive automation and innovation in enterprise telephony.
  
  

About Our Client

The organization is a global technology leader focused on delivering innovative health monitoring solutions that improve lives worldwide. With a strong culture of innovation and customer focus, it continues to expand its impact through advanced digital health and biosensing technologies.

Job Description

• Administer, configure, and support the enterprise Genesys Cloud CX environment.
• Manage users, permissions, queues, routing profiles, skills, schedules, and contact center configurations.
• Design and maintain IVR, inbound, in-queue, and email workflows using Architect.
• Oversee cloud telephony services, DID inventories, SIP trunking, and carrier connectivity.
• Monitor contact center performance through dashboards, analytics, and operational reporting.
• Troubleshoot and resolve telephony, SaaS platform, cloud infrastructure, and voice network incidents.
• Partner with telecom providers and technology vendors to maintain service reliability.
• Implement monitoring, alerting, capacity planning, and performance optimization processes.
• Drive automation initiatives using APIs, infrastructure-as-code tools, Python, Terraform, and AI-enabled solutions.
• Ensure communication platforms comply with security, regulatory, and operational standards.
• Collaborate with service desk, networking, infrastructure, and security teams to deliver stable communication services.
  
  

The Successful Applicant

• Proven experience administering and supporting Genesys Cloud CX.
• Strong background in contact center technologies and operations.
• Hands-on experience with VoIP, SIP, telephony systems, call routing, and IVR platforms.
• Demonstrated ability to diagnose and resolve complex telecom and cloud platform issues.
• Experience working with cloud-based customer experience platforms and telecom carriers.
• Understanding of performance reporting, workforce metrics, and contact center analytics.
• Exposure to automation, scripting, APIs, or infrastructure-as-code technologies is advantageous.
• Typically 5-8 years of relevant experience in telecom, voice, or contact center environments.
  
  

What's on Offer

• Guaranteed 13th Month Pay.
• Annual performance bonus targeted at approximately 11% of annual base salary.
• Hybrid work arrangement with onsite attendance required once per month.
• Permanent night shift aligned with Pacific Standard Time.
• Opportunity to work with a global healthcare technology leader.
• Exposure to modern cloud contact center and telecom technologies.
• Career growth within a highly innovative and technology-driven organization.
  
  

Quote job ref: JN-112026-7140080