Sr Telecom & Network Engineer

Carenet Health-posted 6 days ago
Full-time • Mid Level
Onsite • San Antonio, TX
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Are you passionate about building scalable, cloud-based contact center solutions that power exceptional customer experiences? Join our team as a Senior Telecommunications & Network Engineer and play a critical role in shaping and sustaining our enterprise contact center platforms. In this role, you’ll be a technical leader responsible for architecting and optimizing Genesys Cloud CX solutions, drive platform reliability and performance, supporting new client implementations, and acting as a Tier 3 escalation expert for complex technical challenges. Your work will directly support seamless, reliable, and high-quality healthcare interactions for our clients and members. If you enjoy solving high-impact problems and want to make a difference through technology, we would like to hear from you! Work Set Up: Onsite - Woodstone, San Antonio, TX

  • 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.
  • Deliver Platform Enhancements and Client Implementations
  • 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.
  • Resolve Complex Technical Issues
  • 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.
  • Optimize Telephony and Cloud Infrastructure
  • 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.
  • Collaborate Across Teams and Stakeholders
  • 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 Security, Compliance, and Standards Adherence
  • 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.
  • Promote Knowledge Sharing and Team Readiness
  • 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.
  • 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
  • Experience with Snowflake or other cloud data platforms for reporting and analytics (preferred)
  • Development or scripting experience (e.g., Python, PowerShell, .NET, Genesys Bot) is a plus
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