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Carenet Health · 1 day ago

Sr Telecom & Network Engineer(Genesys Pure Cloud)

San Antonio, TX

Full-time

Onsite

Senior Level

5+ years exp

Carenet Health is seeking a Senior Telecommunications & Network Engineer to build scalable, cloud-based contact center solutions that enhance customer experiences. This role involves architecting and optimizing Genesys Cloud CX solutions, ensuring platform reliability, and providing technical leadership for complex issues.

Health CareInformation TechnologyMedicalTelehealth

H1B Sponsor Likely

Responsibilities

Ensure High Availability and Stability of Genesys Cloud CX

Architect, administer, and maintain complex Genesys Cloud CX solutions, including Architect call flows, queue routing, WEM, outbound campaigns, analytics, dialer rules, and AWS S3 recording integrations

Monitor platform performance and proactively troubleshoot issues across voice, network, and cloud layers to ensure enterprise SLA compliance

Provide Tier 3 on-call support and lead resolution efforts during critical incidents

Lead platform enhancement initiatives, including capacity planning, scalability assessments, and cloud architecture improvements

Conduct requirements-gathering sessions with business stakeholders and translate needs into technical specifications, routing logic, and IVR workflows

Partner with cross-functional teams to deploy enterprise-wide contact center solutions supporting new and existing clients

Serve as a senior escalation point for complex incidents involving telephony, network, and cloud integrations

Perform root-cause analysis and implement corrective actions to prevent recurring issues and improve platform resilience

Design, configure, and optimize SIP trunks, SBCs, telephony routing, and enterprise voice components to ensure reliability and call quality

Support and enhance data and reporting integrations, including API-based data flows and Snowflake analytics

Evaluate telecom vendors, cloud technologies, and emerging solutions to improve scalability, performance, and cost efficiency

Work closely with Software Engineering, Infrastructure, Database, Application, Operations, and Client Management teams to deliver aligned, high-quality solutions

Act as a technical advisor to stakeholders, ensuring clear communication, alignment, and confidence in platform decisions and outcomes

Ensure all Genesys Cloud configurations, integrations, and telephony components comply with internal standards, security controls, and client requirements

Maintain audit-ready environments through disciplined configuration management and adherence to policies

Maintain comprehensive system documentation, call flow diagrams, inventories, and standardized configuration records

Provide mentorship, technical guidance, and leadership to telecom and IT team members

Drive continuous improvement initiatives to enhance call quality, reduce incidents, and streamline operational processes

Qualification

Genesys Cloud CXSIP trunkingVoIPAWS S3SnowflakePythonPowerShellDocumentationCommunication

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 plus 4 years of experience administering, engineering, and optimizing Genesys Cloud CX environments

Experience designing and deploying Genesys Architect call flows, SIP trunking, outbound dialer campaigns, AWS S3 recording integrations, and telephony routing

Strong knowledge of SIP, SBCs, VoIP, trunk and circuit management, and cloud-based telecommunications

Proficiency in networking, Windows Server, Cisco infrastructure, APIs, and cloud telephony standards

Proven ability to troubleshoot complex issues across voice, network, and telephony environments

Strong communication, documentation, and stakeholder engagement skills

Ability to work independently, manage multiple priorities, and perform effectively in a fast-paced environment

Demonstrates professionalism, integrity, and a collaborative team-oriented mindset

Preferred

Experience with Snowflake or other cloud data platforms for reporting and analytics

Development or scripting experience (e.g., Python, PowerShell, .NET, Genesys Bot) is a plus

Company

Carenet Health

Glassdoor2.7

Carenet Health is a provider of healthcare engagement, clinical support, advocacy and 24/7 telehealth solutions.

Founded in 1988

San Antonio, Texas, USA

1001-5000 employees

https://carenethealth.com/

H1B Sponsorship

Carenet Health has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (5)

2024 (4)

2023 (8)

2021 (2)

2020 (3)