Senior Telecom Engineer

2 days ago

Lahore, Punjab, Pakistan ibex Full time

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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
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