Sr. Telecom and Network Engineer

Salary: ₱150,000 – ₱160,000 per month

About the role

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.

Key responsibilities

• Architect and maintain complex Genesys Cloud CX solutions such as Architect call flows, queue routing, WEM, outbound campaigns, and AWS S3 recording integrations.
• Design, configure, and optimize SIP trunks, SBCs, telephony routing, and enterprise voice components in alignment with reliability and quality standards.
• Conduct requirements-gathering sessions with business stakeholders and translate needs into technical specifications, routing logic, and IVR workflows.
• Lead platform enhancement efforts, including capacity planning, scalability assessments, and cloud-architecture improvements.
• Administer Genesys Cloud environments, including permissions, integrations, analytics, dialer rules, and workforce engagement tools.
• Monitor platform performance, troubleshoot issues across voice/network/cloud layers, and provide Tier 3 on-call support during critical incidents.
• Partner closely with Software Engineering, Infrastructure, Database, and Application teams to deploy enterprise-wide contact center solutions.
• Maintain system documentation, call flow diagrams, inventory, and standardized configuration records.
• Evaluate vendor technologies, telecom products, and cloud innovations to strengthen Carenet's contact center capabilities.
• Provide mentorship, guidance, and technical leadership to IT telecom team members and cross-functional partners.

About you

• Bachelor's degree in Information Systems, Computer Science, or a related field.
• 5+ years of hands-on experience in contact center or telecommunications engineering.
• 2–4 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 telecommunication systems.
• Technical proficiency with networking, Windows Server, Cisco infrastructure, APIs, and cloud telephony standards.
• Demonstrated troubleshooting expertise across voice, network, and telephony environments.
• Excellent communication, documentation, time management, and stakeholder engagement skills.
• Ability to operate independently, manage concurrent priorities, and deliver in a fast-paced, evolving environment.

About us

Carenet is a healthcare organization with enterprise contact center platforms serving multiple business units. The organization prioritizes service continuity, innovation, and competitive differentiation through reliable telecommunications and network infrastructure.