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Telecom Engineer

1 month ago

Lahore, Punjab, Pakistan UNAVAILABLE Full time
Overview

As a Telecom Engineer, you are responsible for supporting global telephony & contact center operations across IBEX centers. As part of the Central Genesys cloud team, the engineer's responsibilities include acting as the point of contact for all contact center solution requests, whether they are questions or problems. The role requires administration, troubleshooting, and working on day-to-day operational issues, with close coordination with respective technical teams.

Responsibilities
  1. Acting as the point of contact for daily Genesys cloud issues and concerns.
  2. Supporting Genesys Operations as Tier-2 and Tier-3.
  3. Troubleshooting day-to-day operational issues with respect to Genesys and its integrated platforms.
  4. Coordinating multiple tasks or problems with other teams globally.
  5. Performing telephony, contact center, and other solution administration as per standard procedures.
  6. Meeting all service level targets on all ticketing queues for service requests, change tickets, incidents, and projects.
  7. Tracking daily tasks, change requests, and project work for productivity.
  8. Performing daily, weekly, and monthly Genesys system performance checks.
  9. Preparing and maintaining accurate system and client documentation.
  10. Supporting multiple platforms and expanding knowledge as per job requirements.
  11. Fulfilling relevant project roles as per assignments.
  12. Meeting assigned project milestones and deadlines.
  13. Providing daily/weekly status reports for ongoing projects.
Qualifications

Bachelor's degree in IT, CS, or Telecoms. Any Genesys Cloud Certification is a plus. Any other knowledge of contact center solutions on cloud is a plus.

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