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?
- Platform uptime, call flow reliability, and routing performance meet enterprise SLAs with minimal disruptions.
- IVR workflows, integrations, dialer configurations, and telephony components are deployed accurately, on time, and aligned with stakeholder requirements.
- Incidents, outages, and Tier 3 escalations are resolved quickly, with documented root-cause analysis and preventive improvements.
- SIP trunking, routing logic, AWS S3 integrations, and network dependencies demonstrate measurable improvements in quality, scalability, and cost efficiency.
- Operations, IT, Client Management, and Engineering teams report high confidence in platform support, communication, and delivery outcomes.
- All implementations and configurations meet internal standards, security controls, and client requirements, with no audit deficiencies.
- Documentation, mentorship, and knowledge transfer improve team capability, reduce single points of failure, and support organizational growth.
Sample Activities to Deliver the Goals
Qualifications
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.
Skills Required
- Bachelor's degree in Information Systems, Computer Science, or a related field.
- 5+ years of hands-on experience in contact center or telecommunications engineering.
- 3-5 years of experience administering, engineering, and optimizing Genesys Cloud CX environments.
- Experience designing and deploying Architect call flows, SIP trunking, outbound dialer campaigns, AWS S3 recording integrations, and telephony routing.
- Strong working knowledge of SIP, SBCs, VoIP, circuit and trunk management, and cloud-based telecommunications systems.
- Technical proficiency with networking, Windows Server, Cisco infrastructure, APIs, and cloud telephony standards.
- Demonstrated troubleshooting expertise across voice, network, and telephony environments.
- Experience with Snowflake or other cloud data platforms for reporting and analytics.
- Development or scripting experience with Python, PowerShell, .NET, or Genesys Bot.
- Excellent communication, documentation, time management, and stakeholder engagement skills.
- Ability to operate independently, manage concurrent priorities, and deliver in a fast-paced, evolving environment.
- Strong professionalism, integrity, and collaborative team orientation.
- Genesys Cloud CX certifications, including GCX-ARC, GCX-OD, or GCX-GCP.
- Additional Genesys certifications such as GCX-GCD or GC-AI-DB.
- Networking or cloud certifications such as Cisco, Azure, or AWS.
What We Do
Carenet Health is committed to delivering the business of healthcare through leading-edge technology, unmatched perspective and insights, and operational excellence to help providers, payers and health service organizations better meet consumer healthcare needs. For more than 25 years, we have delivered bespoke solutions to help healthcare companies around the globe solve complex business challenges faster while delivering world-class engagement outcomes for consumers. Our trusted relationships with 500+ premier health plans, providers and health services companies fuel strategies that advance growth, optimize costs and power consumerism on behalf of our clients. Today, one in three Americans have access to Carenet team members and solutions
