Senior Voice Engineer

Role Overview: As a member of the R1 RCM India team, your role will involve day-to-day support and maintenance of Genesys PureCloud Solutions. You will be responsible for MACD on Genesys, including call flows, SIP trunks, and acting as L3 support during issues to drive towards resolution. Additionally, you will work with various internal and external application teams to integrate their platforms with Genesys. Your tasks will also include migration and implementation of Genesys PureCloud Solution, monitoring project progress, adjusting as necessary for successful project delivery, creating documentation and knowledge base, managing incidents and service requests, coordinating team activities, conducting regular platform reviews, and acting as the primary point of contact for stakeholders regarding Genesys PureCloud projects. Key Responsibilities: - Provide day-to-day support and maintenance of Genesys PureCloud Solutions - Perform MACD on Genesys, including call flows, SIP trunks, etc. - Act as L3 support during issues and drive towards resolution - Collaborate with internal and external application teams for platform integration - Manage migration and implementation of Genesys PureCloud Solution - Monitor project progress and adjust as necessary for successful delivery - Create documentation and knowledge base - Manage incidents and service requests - Coordinate team activities and work closely with different support groups - Conduct regular reviews of the platform for optimal performance and user satisfaction - Serve as the primary point of contact for stakeholders regarding Genesys PureCloud projects Qualifications Required: - 5+ years of hands-on experience troubleshooting Genesys PureCloud solutions - Good knowledge of APIs 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, Genesys SIP Trucking, and Dial Plans - Ability to troubleshoot and identify root causes via reading logs and other Genesys tools - Clear communication with Vendors and provide necessary information correctly if needed - Knowledge of network routing, VOIP Protocols, SIP Responses, Handshake communication, etc.,