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?

1. High Availability & Stability of Genesys Cloud CX

• Platform uptime, call flow reliability, and routing performance meet enterprise SLAs with minimal disruptions.

2. 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.

3. Effective Resolution of Complex Issues

• Incidents, outages, and Tier 3 escalations are resolved quickly, with documented root-cause analysis and preventive improvements.

4. Optimization of Telephony & Cloud Infrastructure

• SIP trunking, routing logic, AWS S3 integrations, and network dependencies demonstrate measurable improvements in quality, scalability, and cost efficiency.

5. Cross-Functional Partnership & Stakeholder Satisfaction

• Operations, IT, Client Management, and Engineering teams report high confidence in platform support, communication, and delivery outcomes.

6. Security, Compliance, and Policy Adherence

• All implementations and configurations meet internal standards, security controls, and client requirements, with no audit deficiencies.

7. 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

1. Architect and maintain complex Genesys Cloud CX solutions such as Architect call flows, queue routing, WEM, outbound campaigns, and AWS S3 recording integrations.
2. Design, configure, and optimize SIP trunks, SBCs, telephony routing, and enterprise voice components in alignment with reliability and quality standards.
3. Conduct requirements-gathering sessions with business stakeholders and translate needs into technical specifications, routing logic, and IVR workflows.
4. Lead platform enhancement efforts, including capacity planning, scalability assessments, and cloud-architecture improvements.
5. Administer Genesys Cloud environments, including permissions, integrations, analytics, dialer rules, and workforce engagement tools.
6. Monitor platform performance, troubleshoot issues across voice/network/cloud layers, and provide Tier 3 on-call support during critical incidents.
7. Partner closely with Software Engineering, Infrastructure, Database, and Application teams to deploy enterprise-wide contact center solutions.
8. Maintain system documentation, call flow diagrams, inventory, and standardized configuration records.
9. Evaluate vendor technologies, telecom products, and cloud innovations to strengthen Carenet’s contact center capabilities.
10. Support data and reporting integrations, including Snowflake analytics and API-based data flows.
11. Provide mentorship, guidance, and technical leadership to IT telecom team members and cross-functional partners.
12. Engage in continuous improvement efforts to enhance call quality, reduce platform incidents, and streamline processes.

Qualifications

1. Bachelor’s degree in Information Systems, Computer Science, or a related field.
2. 5+ years of hands-on experience in contact center or telecommunications engineering.
3. 3–5 years of experience administering, engineering, and optimizing Genesys Cloud CX environments.
4. Experience designing and deploying Architect call flows, SIP trunking, outbound dialer campaigns, AWS S3 recording integrations, and telephony routing.
5. Strong working knowledge of SIP, SBCs, VoIP, circuit and trunk management, and cloud-based telecommunication systems.
6. Technical proficiency with networking, Windows Server, Cisco infrastructure, APIs, and cloud telephony standards.
7. Demonstrated troubleshooting expertise across voice, network, and telephony environments.
8. Experience with Snowflake or other cloud data platforms for reporting/analytics (preferred).
9. Development or scripting experience (Python, PowerShell, .NET, Genesys Bot) is a plus.
10. Excellent communication, documentation, time management, and stakeholder engagement skills.
11. Ability to operate independently, manage concurrent priorities, and deliver in a fast-paced, evolving environment.
12. 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.