Senior Telecom Engineer

3 weeks ago

Lahore, Punjab, Pakistan ibex Full time

Join to apply for the Senior Telecom Engineer role at ibex

About ibex

ibex is an elite CX outsourcer for startups, scale-ups, and blue-chip companies. We develop powerful customer engagement & insight solutions to protect client investments, mitigate financial & operational risks, and accelerate ROI.

Role Overview

As a Senior Engineer, you will be responsible for designing, implementing, and maintaining our contact center and unified communication platform, primarily focusing on Genesys Cloud CX Contact Center and other UC platforms.

Responsibilities
  1. Identify, examine, and resolve moderately complex problems with business communication systems.
  2. Provide high-level technical consultation support to global customers.
  3. Support complex configuration programming changes for internal and external customers.
  4. Act as Project Lead and Technical Lead on Telecom and Telephony projects as needed.
  5. Collaborate with stakeholders and partners on end-user installations, configurations, and programming changes.
  6. Deliver process training and knowledge transfer to new joiners and external teams.
  7. Create job aids and method of procedures (MOP) for internal and customer use.
  8. Implement, demonstrate, and deliver solutions remotely or onsite.
  9. Handle escalations and technical issues escalated by team members.
  10. Meet all service level targets across ticketing queues for service requests, change tickets, incidents, and projects.
  11. Proactively escalate issues within partner support channels to prevent downtime.
Qualifications
  1. 5-8+ years of experience with Genesys Cloud in the contact center industry.
  2. Minimum 5-7 years experience with another telephony platform.
  3. Experience with Genesys Cloud solutions including telephony, contact center, integrations, reporting, analytics, call routing, performance management, and digital channels.
  4. Understanding of Genesys products across various use cases and industries.
  5. Ability to create SIP trunks with multiple carriers and third-party ACDs.
  6. Knowledge of ITIL service delivery, SLAs, contracts, and supporting global customers in a 24/7 environment.
  7. Security expertise for contact center platforms in PCI and HIPAA environments.
  8. Capacity planning skills and ability to design scalable solutions.
  9. Knowledge of Genesys Cloud operation across multiple regions using Global Media Fabric.
  10. Subject matter expert (SME) for software engineers and business users on Genesys integrations and implementations.
  11. Proficiency with APIs, networking (TCP/IP, SIP, WAN), and telecom CDN knowledge.
  12. Strong understanding of software architecture, data models, and integration with Active Directory, CRM, and ERP solutions.
  13. Support experience in a 24/7 global environment.
Soft Skills
  1. Strong analytical and problem-solving skills.
  2. Excellent case management and independent working capabilities.
  3. Excellent spoken and written English skills.
  4. Positive, flexible, and creative mindset.
  5. Team-oriented with a supportive attitude.
  6. Respectful communication and responsiveness to organizational changes.
  7. Leadership skills to guide teams towards goals while maintaining quality and compliance.
Education
  • Bachelor's degree in IT, CS, or Telecoms required.
  • Master's in CS or Telecoms is a plus.
  • Certifications in Genesys Cloud or other telephony brands (e.g., Avaya, AWS Connect) are advantageous.
Additional Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Engineering and IT
  • Industry: Outsourcing/Offshoring
#J-18808-Ljbffr

  • Telecom Engineer

    3 weeks ago

    Lahore, Punjab, Pakistan Komkonsult (Pvt.) Limited Full time

    We are looking for a confident Telecom Engineer for the execution and implementation of telecom projects.The required engineer has to travel in the central and northern regions of Pakistan to install indoor and outdoor telecom network setups.Young, energetic professionals should apply with full confidence.Job SpecificationMinimum one year work experience on...

  • Telecoms Infrastructure Specialist

    2 weeks ago

    Lahore, Punjab, Pakistan beBee Careers Full time

    Senior Telecom Engineer Role SummaryThe Senior Telecom Engineer is a key member of our team, responsible for designing, implementing, and maintaining our contact center and unified communication platform.Main Responsibilities:

  • Senior Telecom Engineer

    2 hours ago

    Lahore, Punjab, Pakistan ibex 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...

  • Telecom Engineer

    3 weeks ago

    Lahore, Punjab, Pakistan ibex Full time

    Join to apply for the Telecom Engineer role at ibex.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 Genesys Cloud Engineer, you will support global telephony & contact...

  • Senior Telecom Infrastructure Specialist

    2 weeks ago

    Lahore, Punjab, Pakistan beBee Careers Full time

    About the JobWe are seeking a Senior Telecom Engineer to design, implement, and maintain our contact center and unified communication platform, primarily focusing on Genesys Cloud CX Contact Center and other UC platforms.Key ResponsibilitiesDetailed Analysis of Complex Business Communication Systems.High-Level Technical Consultation Support for Global...

  • Advanced Telecom Specialist

    1 week ago

    Lahore, Punjab, Pakistan beBee Careers Full time

    Telecom Expertise: A Leadership RoleJoin a team that values expertise and leadership as a Telecom Engineer, where you will be responsible for designing, implementing, and maintaining our contact center and unified communication platform. This role requires a deep understanding of Genesys Cloud CX Contact Center and other UC platforms.About the JobIn this...

  • Telecom Engineer

    3 weeks ago

    Lahore, Punjab, Pakistan ibex 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 Genesys Cloud Engineer, you are responsible for supporting global telephony & contact center operations across contact...

  • Sr. Cyber Security Engineer

    1 day ago

    Lahore, Punjab, Pakistan Vision Telecom (Pvt) Ltd Full time

    Join to apply for the Sr. Cyber Security Engineer role at Vision Telecom (Pvt) LtdJoin to apply for the Sr. Cyber Security Engineer role at Vision Telecom (Pvt) LtdGet AI-powered advice on this job and more exclusive features.Minimum Experience : At least 5 or more years of relevant work experienceJob Type : FULL TIMEOpenings : 1Education : Bachelor's degree...

  • Telecom Operations Specialist

    2 weeks ago

    Lahore, Punjab, Pakistan beBee Careers Full time

    Job Overview\We are seeking a highly skilled Telecom Engineer to support global telephony and contact center operations. As part of the Central Genesys cloud team, this engineer will act as the point of contact for all contact center solution requests, addressing both questions and problems.\Key Responsibilities:\\Serve as the primary point of contact for...

  • Customer-Focused Inbound Telecom Sales Rep

    3 weeks ago

    Lahore, Punjab, Pakistan Telelinkz Pvt. Ltd Full time

    Customer-Focused Inbound Telecom Sales RepDirect message the job poster from Telelinkz Pvt. LtdJoin Telelinkz as an Inbound Telecom Sales Specialist – Make an Impact in the Telecom WorldAre you ready to elevate your sales career with one of the fastest-growing telecom providers? Telelinkz is seeking passionate, results-driven Inbound Telecom Sales...