Sr Telecom Engineer

About Dexcom

Founded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develops and markets Continuous Glucose Monitoring (CGM) systems for ambulatory use by people with diabetes and by healthcare providers for the treatment of people with diabetes. The company is the leader in transforming diabetes care and management by providing CGM technology to help patients and healthcare professionals better manage diabetes. Since the company’s inception, Dexcom has focused on better outcomes for patients, caregivers, and clinicians by delivering solutions that are best in class - while empowering the community to take control of diabetes. Dexcom reported full-year 2022 revenues of $2.9B, a growth of 18% over 2021. Headquartered in San Diego, California, with additional offices in the Americas, Europe, and Asia Pacific, the company employs over 8,000 people worldwide.

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 maintenance and operation of cloud platforms and the support of our end-users.  The Contact Center 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:

• You will deploy, Configure and Support all aspects of the Genesys Cloud customer contact center platform.   

• You will perform identification, diagnosis, root cause analysis and resolution of SaaS platform and Cloud infrastructure issues. Effectively communicate findings and summarized impact to management and the IT team.

• You will work with telecom carriers and service providers to maintain and support telephony trunks which provide inbound and outbound calling for Genesys Cloud users.

• You will ensure that all software-based endpoints are configured and maintained in accordance with appropriate standards, best practices, and regulatory compliance requirements. 

• You will develop strategies for ongoing maintenance and support. Identify areas for automation or other process improvement.

• You will configure, deploy, and manage Contact Center and UC system monitoring and alerting.

• You will develop performance analysis metrics and oversee the capacity planning for system expansion.

• You will work closely with IT Service Desk and Network Engineering teams to resolve issues in support of the overall infrastructure.

• You will show initiative and follow through, and strong project management skills. 

• You will experience is formulating, implementing, and adhering to Change Management Processes and Procedures.

• You will ensure compliance with existing policies and procedures pertaining to Sarbanes-Oxley, FDA, PCI, and HIPAA regulations.

• You will assume and perform other duties as assigned.

What makes you successful:

• 1-2 Years supporting Contact Center and UC Environments required.

• Your Genesys Cloud Professional and/or Genesys Cloud Developer certifications highly desirable.

• Your hands-on experience with Cisco Routers, Voice Gateways, Cisco Unified Border Element and Quality of Service configuration is desirable.

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

• 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, OKTA and LDAP authentication systems

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

What you’ll get:

• A front row seat to life changing CGM 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.

#LI-Hybrid

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.