Senior Telecom Engineer (Genesys Cloud)

The Company Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.   We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us. Meet the team :   This is a dynamic position responsible for configuring, maintaining , and supporting the enterprise Contact Center environment. The role’s primary focus will be the administration, maintenance and operation of cloud platforms and the support of our end-users .  The Senior Telecom Engineer will maintain Cloud telephony systems, manage Contact Center configuration, investigate, and support voice network platform , and troubleshoot with our partner Cloud Vendors and Telco Carriers .      Where you come in :   ​ Deploy, Configure and Support all aspects of the Genesys Cloud customer contact center platform. This includes: Admin configuration of:  Users, Roles, Permissions, Divisions, WebRTC phones, Sites, and Locations  Queues, Skills, Call Routes, Schedules, Data Tables  Email Domains, SMTP Relay, Email Wizard  Recording and Evaluation Policies  Performance Workspace Reports  Queue Activity and Performance  Agent Activity and Performance  DNIS Performance  Dashboards  Architect configuration of  Inbound Call Flows  Inqueue Call Flows  Email Flows  Prompts Design, build, and maintain Genesys Cloud configurations, including queues, skills, call routing, Architect flows, schedules, data tables, recording policies, dashboards, and performance reporting. Manage Genesys Cloud Voice services, DID inventory, number management, BYOC SIP trunking, and carrier connectivity to support inbound and outbound communications. Collaborate with telecom carriers, cloud vendors, and service providers to maintain reliable voice services and resolve telephony-related issues. Perform identification, diagnosis, root cause analysis, and resolution of SaaS platform, cloud infrastructure, telephony, and voice network issues, while effectively communicating impact and remediation plans to stakeholders. Develop and maintain monitoring, alerting, performance analytics, and capacity planning processes for Contact Center and Unified Communications platforms, leveraging tools such as Cyara VoiceAssure and ResolveAX where applicable. Drive continuous improvement through automation, process optimization, and the use of Genesys APIs, Genesys CX as Code, Python, Terraform, and AI-driven insights. Ensure software-based endpoints and communication platforms are configured and maintained in accordance with security standards, best practices, and regulatory requirements. Partner with IT Service Desk, Network Engineering, Infrastructure, and Security teams to support enterprise communication services and lead projects through planning, testing, implementation, change management, and post-production support. Ensure compliance with organizational policies