Global Telecoms Administrator

Thank you for considering a career at Bon Secours Mercy Health! Scheduled Weekly Hours: 40 Work Shift: 8pm to 5am (Philippines) Job Summary: The Telecommunication Administrator is responsible for the administration, configuration, optimization, and ongoing support of the Genesys Cloud CX platform used within the Global Shared Service Center and enterprise-wide contact centers. This role ensures that telecommunication systems operate efficiently, securely, and reliably while supporting day-to-day operations, system enhancements, and integrations with all global shared service lines of business, IT, the Global Business Services (GBS), and other business platforms. This position partners closely with US and aGBS leadership, IT, and vendor resources to ensure high system availability, streamlined workflows, and an excellent employee experience. Essential Functions: Administer Genesys Cloud CX platform – manage user accounts, profiles, permissions, skill assignments, and queue prioritization to optimize employee experience and call handling efficiency. Oversee telephony configuration – maintain hardware/software settings and ensure consistency across all endpoints. Monitor and troubleshoot system performance – resolve call failures, routing issues, dropped calls, and latency problems by collaborating with IT, vendors, and contact center leaders. Coordinate escalations – work with Genesys support, third-party vendors, and internal users to ensure timely resolution of critical issues. Provision and manage users – handle onboarding/offboarding processes and maintain accurate user access records. Deploy system enhancements – recommend, test, and implement updates, new features, and configuration changes to improve functionality. This document is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the job. Employees may be required to perform other job-related duties as required by their supervisor, subject to reasonable accommodation. Education: Bachelor’s degree (required) Required Licensing & Certifications: Genesys Certified Professional (GCP) (required) Experience: At least 5 years of experience administering Genesys Cloud CX or similar contact center platforms. (required) Hands-on experience configuring TFN/DID routing with PSTN or cloud carriers and managing call routing at the carrier level. (required) Strong understanding of telecommunication protocols (SIP, WebRTC, PSTN, ISDN, PRI) and their application in voice network design. (required) Skills & Abilities: Communication Skills Problem-Solving & Critical Thinking Collaboration & Teamwork Adaptability & Learning Agility Customer-Centric Mindset Project & Time Management Attention to Detail Understand the PSTN / Genesys Cloud Integration. Ability to onboard new agents on the Genesys Cloud. Ability to onboard new TFNs / DIDs / Port the TFNs/DIDs to Genesys Cloud CX. Intermediate level understanding of entire Genesys Cloud CX Platform on the following solutions: Contact Center Administration Contact Center Reporting and Analytics Quality Management Scripting Training: Preference would be given to candidates who had undergone Genesys Cloud CX training from Beyond / Genesys University. As a Bon Secours Mercy Health associate, you’re part of a Mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way. What we offer Comprehensive HMO medical coverage, retirement plan and group life and accident insurance One-time Work From Home allowance, connectivity allowance, wellness allowance and role-specific allowances Paid vacation and sick leave Government-mandated benefits: SSS, PhilHealth and Pag-IBIG contributions Flexible working model with hybrid, onsite or virtual arrangements (based on role and business need) Mission-driven culture events, community outreach and service opportunities Learning and development programs, mentorship and clear career growth pathways Modern, collaborative office spaces and regular engagement and culture-building activities Benefits may vary based on employment terms and role. Department: Human Resources - HR Services - BSMH Global Business Systems It is our policy to comply with all applicable Philippine labor laws and regulations and to uphold equal employment opportunity in all aspects of recruitment and employment. All applicants will be considered for employment based on merit, qualifications, and business requirements, without regard to race, color, ethnicity, religion, sex, sexual orientation, gender identity or expression, civil status, age, disability, genetic information, nationality, or any other status protected under Philippine law. We are committed to providing an inclusive workplace free from unlawful discrimination and harassment. If you are a person with a disability and require reasonable accommodation as part of the application or selection process, please contact the Talent Acquisition Team at [email protected] . We will work with you to provide appropriate assistance in accordance with applicable laws and company policy.