Telecom / Voice Engineer (Genesys) jobs in United States
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Holistic Partners, Inc · 5 days ago

Telecom / Voice Engineer (Genesys)

positionUnited States
timeContract
remoteRemote
senioritySenior Level
money$55/hr - $55/hr
date5+ years exp

Holistic Partners, Inc is seeking an experienced Telecom / Voice Engineer to support Humana’s contact center operations, focusing on Genesys Cloud CX and VoIP call flow analysis. This role is critical for ensuring high-quality call performance related to government-mandated STARS test calls for Medicare compliance.

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H1B Sponsor Likelynote
Hiring Manager
Ankit Khanna
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Responsibilities

Support STARS testing, which involves government-initiated test calls used to evaluate Medicare call quality and compliance
Conduct internal test calls to proactively identify and mitigate call issues before official government testing
Analyze call behavior to detect:
Dropped calls
Call quality degradation
Call flow or routing issues
Investigate and assess VoIP and Genesys Cloud CX call flows to determine root causes of issues
Collaborate with management and internal teams to:
Review findings
Provide recommendations and insights
Escalate issues when necessary
Document all findings, assessments, and recommendations in ServiceNow (SNOW)
Help ensure high call quality standards to protect Humana’s Medicare plan rankings

Qualification

Genesys Cloud CXVoIP technologiesCall quality analysisServiceNow (SNOW)Contact center experienceAnalytical skillsCommunication skills

Required

5+ years of experience with Genesys Cloud CX
Strong expertise in telecommunications and VoIP technologies
Deep understanding of end-to-end VoIP call flows
Proven experience diagnosing call quality and call drop issues
Hands-on experience reviewing and assessing contact center calls
Familiarity with ServiceNow (SNOW) for documentation and ticketing
Experience supporting large-scale contact center environments
Strong analytical and communication skills

Preferred

Prior experience supporting Medicare, healthcare, or government-regulated environments
Experience working with compliance-driven testing or audit scenarios
Background in contact center quality assurance or telecom operations

Company

Holistic Partners, Inc

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The Holistic Partners is the premier technical staffing firm head quartered in the MA.
dateFounded in 2008
location
West Boylston, Massachusetts, USA
people-size51-200 employees
web-link
https://holistic-partners.com/

H1B Sponsorship

Holistic Partners, Inc 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
2021 (2)
2020 (2)

Funding

Current Stage
Growth Stage

Leadership Team

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Ankur Teotia
CEO
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Company data provided by crunchbase