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

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.