Telecommunications Specialist

Who we are

At Bon Secours Mercy Health Global Business Services – Manila, we believe your best is yet to come. Based in the Philippines, we partner with US-based teams to deliver strategic insights, operational excellence and specialized expertise that advance our Mission. Join a global team focused on meaningful healthcare impact.

Job Summary
The Telecommunications Specialist is responsible for administering and optimizing the Genesys Cloud CX platform to support enterprise contact center operations and business communication needs. Operating within a Global Business Services environment, this role drives reliable, secure and efficient telephony systems while enabling seamless collaboration across IT, Global Business Services and lines of business.

What you’ll do

• Administer Genesys Cloud CX by managing users, roles, permissions, skills and queues to improve call routing and employee experience
• Configure and maintain telephony systems including endpoints, software settings and platform integrations
• Monitor system performance and analyze call quality issues such as latency, dropped calls and routing failures
• Troubleshoot incidents and collaborate with IT teams, vendors and contact center leaders to resolve issues quickly
• Coordinate escalations with Genesys support and third-party providers to ensure service continuity
• Provision and deprovision user access, ensuring accurate records and compliance with access controls
• Implement system enhancements including testing, configuration updates and new feature rollouts
• Support onboarding of agents and telephony resources such as toll-free numbers and direct inward dialing lines
• Manage call routing configurations including PSTN or cloud carrier integrations
• Partner with global stakeholders to streamline workflows and improve service delivery

What you’ll need

Experience

• 5+ years of experience in Genesys Cloud CX or similar contact center platforms required
• Experience configuring telephony routing including PSTN and carrier-level call flows required
• Knowledge of telecommunication protocols such as Session Initiation Protocol, Web Real-Time Communication, Public Switched Telephone Network, Integrated Services Digital Network and Primary Rate Interface required
• Knowledge of contact center administration, reporting, analytics, quality management and scripting preferred

Education

• Bachelor’s degree required

Certifications

• Genesys Certified Professional (GCP) – Genesys required

Skills

• Strong communication and stakeholder collaboration
• Problem-solving and critical thinking
• Attention to detail and data accuracy
• Adaptability and continuous learning mindset
• Customer-focused approach
• Project and time management
• Ability to support end-to-end Genesys Cloud integration and user lifecycle
• Intermediate knowledge of contact center technologies and reporting tools

What we offer

• Comprehensive HMO medical coverage, retirement plan and group life and accident insurance
• One-time Work From Home allowance, connectivity allowance and wellness allowance
• Paid vacation and sick leave
• Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions
• Flexible working model based on role and business need
• Mission-driven culture events, outreach and service opportunities
• Learning and development programs, mentorship and career growth pathways
• Collaborative office spaces and engagement activities

Benefits may vary based on employment terms and role.