Senior Telecom Engineer

2 weeks ago

Lahore, Punjab, Pakistan SupportFinity™ Full time

ibex. is an elite CX outsourcer for the world's startups, scale-ups, and blue-chips. We build powerful customer engagement & insight solutions to help protect client investment, mitigate financial & operational risk, and accelerate ROI.

As a Senior Engineer, you will play a crucial role in designing, implementing, and maintaining our contact center and unified communication platform for our clients. Your primary focus will be on Genesys Cloud CX Contact Center, along with other UC Platforms.

Responsibilities
  • Identify, examine, and resolve moderately complex problems with business communication systems.
  • Provide high-level technical consultation support to customers worldwide.
  • Support complex configuration programming changes for internal and external customers.
  • Act as Project Lead and Technical Lead as needed, especially on Telecom and Telephony projects.
  • Collaborate with stakeholders and partners supporting end-user installations, configuration, and programming changes.
  • Deliver process training and knowledge transfer to new team members.
  • Provide technical knowledge transfer to external teams based on skills and requirements.
  • Create job aids and Method of Procedures (MOP) for internal teams and customers upon request.
  • Execute remote/on-site implementation, demonstration, and delivery of solutions.
  • Handle technical escalations and issues escalated by team members.
  • Meet all service level targets across ticketing queues for service requests, change tickets, incidents, and projects.
  • Escalate issues within partner support channels to prevent downtimes.
Qualifications
  • 5-8+ years of experience with Genesys Cloud in the contact center industry.
  • Minimum of 5-7 years' experience with any other telephony platform.
  • Experience with Genesys Cloud implementation covering telephony, contact center, integrations, reporting, analytics, call recording, routing, performance management, omnichannel communication, IVR, voice & digital bots, and AppFoundry Partners.
  • Understanding of Genesys products with multiple use cases across industries.
  • Ability to create and manage Private and Public SIP Trunks with multiple carriers and third-party ACDs.
  • Knowledge of ITIL service delivery, SLAs, contracts, and supporting global customers in a 24/7 environment.
  • Security expertise to protect Contact Center platforms in PCI and HIPAA environments.
  • Capacity planning skills for scalable, flawless system design based on business needs.
  • Experience with Genesys Cloud across multiple regions using Global Media Fabric.
  • Subject Matter Expert (SME) skills for software engineers and business users for effective integration and implementation.
  • Proficiency with APIs, providing guidance to developers.
  • Networking skills: TCP/IP, SIP, WAN, Telecom CDN knowledge.
  • Strong understanding of software architecture, integration capabilities, and data models.
  • Experience with Genesys Cloud integration with Active Directory, CRM, and ERP solutions.
Soft Skills
  • Strong analytical and problem-solving skills.
  • Excellent case management and independent working skills.
  • Fluent in spoken and written English.
  • Positive, flexible, creative, and team-oriented attitude.
  • Respectful and transparent communication with juniors and peers.
  • Responsive to organizational and project changes.
  • Leadership ability to guide teams, maintain quality standards, and ensure SOP compliance in secure environments.
Education
  • Bachelor's degree in IT, CS, or Telecoms.
  • Master's in CS or Telecoms is a plus.
  • Any Genesys Cloud Certification is advantageous.
  • Experience with other telephony brands like Avaya and AWS Connect is a plus.
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