IT Voice Engineer
Eligibility Criteria:
Open to all 1S to 4S and 4i Associates
Must be a regular employee with at least 6 months tenure in current role.
At least "Consistently Meets Expectations" or have a satisfactory rating as per R1's performance rating system
Not enrolled in a Performance Improvement Plan.
Must not have active or ongoing Ethics Point, Data Privacy, Performance Improvement, Employee Relations cases/disciplinary record/s
Must not have failed any internal selection process or Apprenticeship Program in the last 6 months
95% or higher Attendance score in each month
90% or higher Quality score in each month
No call outs/escalation from internal/external stakeholder
How to Apply:
Click this job posting (or the hyperlinked requisition number above) to access the Workday link.
In your Workday registration, ensure to attach your updated CV with contact number.
Ensure that your line manager is informed prior to submitting your application.
Core Responsibilities:
- Day to day support and maintenance of Genesys PureCloud Solution and Interactive Intelligence Technology
- Migration and implementation of Genesys PureCloud Solution
- Creation of Documentation and Knowledge bases
- Installation and basic troubleshooting of SIP IP Phone
- Responsible for managing incident and request on a daily basis depending on the criticality / urgency of the ticket raised.
- Conduct regular reviews of the platform to ensure optimal performance and user satisfaction.
Qualifications:
- Hands on experience on troubleshooting both Genesys on premise and PureCloud solutions
- Experience on migration and implementation of Genesys PureCloud is a plus but not mandatory
- Knowledge on Call flows, Inbound, Outbound Campaigns, Call Recordings and Call Monitoring
- Basic knowledge on Gateway configuration and Genesys SIP Trunking 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 on VOIP Protocols and SIP
- Any computer related courses graduate
- Minimum 2 years experience as IT Voice
Skills Required
- Hands-on experience troubleshooting Genesys on-premise and PureCloud solutions
- Experience with migration and implementation of Genesys PureCloud
- Knowledge of call flows, inbound/outbound campaigns, call recordings and call monitoring
- Basic knowledge of gateway configuration, Genesys SIP trunking and dial plans
- Ability to read logs and use Genesys troubleshooting tools to identify root causes
- Ability to clearly explain issues to vendors and provide necessary information
- Knowledge of VoIP protocols and SIP
- Computer-related course graduate
- Minimum 2 years' experience as IT Voice
- Open to internal associates (1S to 4S and 4i) and regular employee with at least 6 months tenure
- Must have satisfactory/Consistently Meets Expectations performance rating and not be on PIP or disciplinary cases
- 95%+ monthly attendance score and 90%+ monthly quality score; no call-outs/escalations
R1 RCM Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about R1 RCM and has not been reviewed or approved by R1 RCM.
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Leave & Time Off Breadth — Flexible or unlimited PTO, paid holidays/vacation, and paid volunteer time are highlighted, supporting work-life balance in many roles. Time-off usability is described as workable in many teams, especially in exempt roles.
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Flexible Benefits — Remote work options and flexible schedules are available for many positions, offering convenience and adaptability depending on role and location. Work-from-home eligibility varies by position but is called out as a valued option.
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Career-Linked Recognition & Rewards — Recognition programs such as R1 Stars are implemented to boost engagement and morale. Feedback suggests these programs help reduce turnover and provide acknowledgment beyond base pay.
R1 RCM Insights
What We Do
R1 is a leading provider of technology-driven solutions that transform the patient experience and financial performance of healthcare providers R1’s proven and scalable operating models seamlessly complement a healthcare organization’s infrastructure, quickly driving sustainable improvements to net patient revenue and cash flows while reducing operating costs and enhancing the patient experience.
