Senior Voice Engineer

Company Overview

R1 RCM India is proud to be recognized amongst India's Top 50 Best Companies to Work For™ 2023 by Great Place To Work® Institute. We are committed to transform the healthcare industry with our innovative revenue cycle management services. Our goal is to ‘make healthcare simpler’ and enable efficiency for healthcare systems, hospitals, and physician practices. With over 30,000 employees globally, we are about 14,000 strong in India with offices in Delhi NCR, Hyderabad, Bangalore, and Chennai. Our inclusive culture ensures that every employee feels valued, respected, and appreciated with a robust set of employee benefits and engagement activities

Job Description

Core Responsibilities :

Day-to-day support and maintenance of Genesys PureCloud Solutions

MACD on Genesys, including call flows, SIP trunks etc

Act as L3 support during issues and drive towards resolution

Work with various internal / external application teams on integrating their platform with Genesys

Migration and implementation of Genesys PureCloud Solution

Monitor project progress and adjust as necessary to ensure successful project delivery.

Creation of Documentation and Knowledge base

Responsible for managing incident and service requests

Manage and coordinate team activities, working closely with different support groups.

Conduct regular reviews of the platform to ensure optimal performance and user satisfaction.

Act as the primary point of contact for stakeholders regarding Genesys PureCloud projects.

Skills and Experience :

5+ years of hands-on experience on troubleshooting Genesys PureCloud solutions.

Good knowledge of API’s and integrating with 3rd party applications .

Experience in migration and implementation of Genesys PureCloud

Strong understanding of business requirements and ability to convert to solutions.

Knowledge of Call flows, Inbound, Outbound Campaigns, Call Recordings and Call Monitoring

Good knowledge of Gateway configuration and Genesys SIP Trucking 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 of network routing, VOIP Protocols, SIP Responses, Handshake communication etc.