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 platformsand the support of our end-users. The Senior Telecom Engineerwill maintainCloud 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 and regulatory requirements, including SOC, FDA, PCI, and HIPAA, while maintaining accurate technical documentation and operational procedures.
• Assume and perform other duties as assigned.

What makes you successful:

• 4-5 years Contact Center and UC support required; overall typically 5+ years experience.

• Your Genesys Cloud Professional and/or Genesys Cloud Developer certifications highlydesirable.

• Your experience supporting carrier circuit deployments with services such as POTS, PRI, T1, VOIP, and SIP.

• Your solid understanding of TCP/IP network protocols, including common application protocols.

• Your ability to systematically troubleshoot problems in complex systems and network environments.

• Your experience with Active Directory, OKTAand LDAP authentication systems.

• Strong ITIL knowledge driving effective incident, problem, and change management.

• Bachelor's degree (B. A.) from four-year college or university.

What you’llget:

• A front row seat to life changingCGM technology. Learn about our brave #dexcomwarriors community.

• A full and comprehensive benefits program.

• Growth opportunities on a global scale.

• Access to career development through in-house learning programs and/or qualified tuition reimbursement.

• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Travel Required:

• 0-25%

Experience and Education Requirements:

• Typically requires a Bachelor’s degree in a technical discipline, and a minimum of 5-8 years related experience or Master’s degree and 2-5 years equivalent industry experience or a PhD and 0-2 years experience.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.

AI in Hiring Notice: We may use AI supported tools to help make our hiring process more efficient, consistent, and accessible for candidates around the world. All hiring decisions are made by people.

At Dexcom, we are committed to providing a fair and inclusive recruitment process, and welcome candidates of all genders and gender identities to apply. If any wording in this description appears unintentionally gendered or exclusionary, please be assured this is not intentional.

Should a reasonable accommodation be necessary to aid a disability, requests should be sent to Dexcom Talent Acquisition at [email protected].