Contact Centre Telephony Specialist

RelateCare, a Huron company, is building a dedicated team to run its contact-centre telephony and the products around it day to day. We are hiring a Contact Centre Telephony Specialist to join that team, based in Puerto Rico. The Role: You will keep our contact-centre products correct, secure and responsive for the people who rely on them. The core of the job is Level 1 and Level 2 administration of a Genesys Cloud environment of around 600 concurrent users. You will also support the products around it: Mosaic Voice (automated quality scoring), SuccessKPI (analytics and quality management), 8x8 (disaster-recovery telephony) and Bandwidth (our telephony carrier). This is an operational role with a clear boundary. Running, maintaining or improving something that already exists belongs to this team. Designing or building something new belongs to our AI Enablement and project teams, and you escalate it to them. The team also supports external clients who use our managed Genesys service. Once a client's platform is live, you are their first point of contact for support. At a glance:
• Team: Contact Centre Products, RelateCare IT
• Reports to: Contact Centre Telephony Manager, based in Puerto Rico
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Location:
Puerto Rico
• Working pattern: Follow-the-sun model, Monday to Friday. In Puerto Rico you work a normal local working day.
• On-call: Shared on-call rota covering evenings, nights and weekends, for major (P1) incidents and disaster-recovery invocation only. An on-call allowance is paid.
• Platforms: Genesys Cloud (primary), Mosaic Voice, SuccessKPI, 8x8 and Bandwidth. What you will do: Access and service requests
• Create, change and remove users on Genesys Cloud, and assign roles, permissions, groups, phones, sites and licences on a least-privilege basis.
• Own the front of the request queue: log, triage and resolve Level 1 and Level 2 requests within SLA, including first-line sign-in issues, and hand over anything harder with clear notes. Genesys Cloud configuration and routing
• Create and maintain queues, skills, languages, groups, wrap-up codes, prompts and business hours, and adjust routing within existing strategies.
• Maintain existing Architect flows, scripts and workflows, and deploy like-for-like inbound, outbound and campaign changes under change control.
• Improve what is already there: tune existing queues and campaigns, refine dashboards and keep roles and permissions clean.
• Publish and maintain knowledge articles, run outbound campaign lists and schedules, and maintain existing digital channels, email routing and recording policies. Telephony, carrier and disaster recovery
• Administer numbers and DIDs, including emergency number changes, and run Bandwidth carrier operations: provisioning and porting, trunk and connectivity monitoring, carrier tickets and failover.
• Run 8x8 disaster-recovery readiness, testing and failover. Quality, analytics and live AI tools
• Provide Level 1–2 support and administration for Mosaic Voice (users, licences, basic settings and troubleshooting), and maintain SuccessKPI dashboards, reports and scorecards.
• Keep live AI-assist tools and integrations running: Agent Copilot queue assignments, permissions and health monitoring, and integration credentials and failure monitoring. Monitoring, incidents and records
• Run daily health checks across the products, the carrier and disaster recovery. Investigate and resolve Level 2 incidents, and escalate true faults to your manager, the project team or the vendor.
• Contribute to root-cause and trend analysis, and keep configuration records and standard operating procedures accurate so the work is repeatable and auditable. Vendors, clients and cover
• Act as day-to-day contact for our external Genesys managed service provider: raise and track cases, review the changes they deliver before go-live, and escalate when turnaround slips.
• Act as the service desk for managed-service clients once their platform is live: resolve Level 1–2 issues directly and escalate the rest, to the same standard as internal support.
• Support those clients with workforce management advice (forecasting, scheduling and a weekly performance review) and quality upkeep (Mosaic Voice call maps, scorecards and trend reporting).
• Cover colleagues across the team, and deputise for the Contact Centre Telephony Manager when required. What you bring: Essential
• Hands-on Genesys Cloud administration across users, roles, queues, routing, Architect flow maintenance and telephony administration. Strong experience on a comparable cloud contact-centre platform will be considered.
• Experience resolving Level 1 and Level 2 platform and access issues, and making configuration changes safely in a live environment.
• A working understanding of contact-centre operations (routing, skills, wrap-ups, recording) and how a change affects them.
• Experience of ticketing or IT service management tooling and of working under change control.
• Able to work the hours agreed for your location and take part in the on-call rota. Desirable
• Genesys Cloud certification (Administrator or Professional).
• Telephony carrier and SIP experience (numbers, DIDs, porting) and disaster-recovery operations.
• Exposure to Mosaic Voice, SuccessKPI, 8x8 or similar products.
• Experience of root-cause analysis, workforce management or client-facing support. How You Work
• Careful and methodical. You make changes in production without breaking things.
• A strong troubleshooter who can tell a team fix from a project escalation.
• Reliable under a live queue. You prioritise well and document as you go.
• Someone colleagues come to, who raises the team's product knowledge. Success in your first 12 months
• Level 1 and Level 2 requests and incidents are resolved within SLA, with configuration kept clean and documented.
• Like-for-like deployments, routine configuration changes and telephony changes are delivered safely and promptly under change control.
• The service runs as normal when your manager is absent. Growth and progression This role is a starting point within the wider Genesys and AI Enablement community at Huron and RelateCare. Two paths are open to strong performers:
• Telephony Engineer. Move from day-to-day number administration into carrier architecture, SIP and trunk design, and telephony strategy.
• Genesys Automation Engineer / AI Enablement. Move from running existing configuration into designing new flows, bots, integrations and AI-enabled automation. These paths are an intended part of the role. Formal levels and timelines are still being defined. Typical tasks: These are the tasks you are most likely to carry out. The list is a guide to the work, not a complete list, and the mix will vary with the hours you cover. Most days
• Check the health of Genesys Cloud, the Bandwidth trunks and the 8x8 disaster-recovery service at the start of your shift, and log anything unusual.
• Set up new starters, change access for movers and remove leavers: user accounts, roles, queues, skills, phones and licences.
• Fix sign-in and access problems for agents and supervisors.
• Add or change queues, skills, groups and wrap-up codes when the business asks.
• Update prompts, business hours and in-queue messages.
• Assign and change phone numbers and DIDs, including emergency number changes.
• Investigate faults such as calls not routing as expected or recordings not being captured. Fix what belongs to the team and escalate the rest.
• Help supervisors with their dashboards and performance views.
• Answer support requests from managed-service clients.
• Update each ticket with what you found and what you changed. Most weeks
• Deploy like-for-like call flow and campaign changes through change control.
• Load contact lists, and schedule and monitor outbound campaigns.
• Publish and update knowledge articles.
• Add and remove Mosaic Voice users, and keep scorecards and SuccessKPI dashboards and reports up to date.
• Check Agent Copilot queue assignments and permissions, and follow up integration failures.
• Raise and chase cases with the Bandwidth carrier and our Genesys managed service provider.
• Review adherence, occupancy and handle time for managed-service clients. Each month, or as needed
• Review licence use and user access, and remove what is no longer needed.
• Port numbers and complete other carrier changes.
• Take part in 8x8 disaster-recovery tests.
• Contribute to root-cause reviews after incidents, and update the standard operating procedures.
• Prepare quality trend reporting for client monthly packs.
• Take your turn on the on-call rota for major incidents and disaster-recovery invocation.