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 centers. As part of the Genesys cloud team, the engineer's responsibilities include acting as POC for all contact center solution requests, whether 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. Act as POC for daily Genesys cloud issues and concerns.
  2. Support Genesys Operations as Tier-2 and Tier-3.
  3. Troubleshoot day-to-day operational issues related to Genesys and its integrated platforms.
  4. Coordinate multiple tasks or problems with other teams globally.
  5. Perform telephony, contact center, and other solution's administration as per standard procedures.
  6. Able to meet all service level targets on all ticketing queues for service requests, change tickets, incidents, and projects.
  7. Track daily tasks, change requests, and project work for productivity.
  8. Perform daily, weekly, and monthly Genesys system performance checks.
  9. Prepare and maintain accurate system and client documentation.
  10. Support multiple platforms and expand knowledge as per job requirements.
  11. Fulfilling relevant project roles as per assignments.
  12. Meet assigned project milestones and deadlines.
  13. Provide daily/weekly status reports for ongoing projects.
Qualifications
  1. 1-4+ years of experience in the contact center industry, with at least 2-3 years of experience with any other telephony platform.
  2. Minimum 1-4 years working on any Genesys solutions as an administrator.
  3. Bachelor's degree in IT, CS, or Telecoms.
  4. Genesys Cloud Certification is a plus.
  5. Knowledge of Contact Center Solutions on Cloud is a plus.
Soft Skills
  1. Good analytical skills and problem-solving capabilities.
  2. Excellent case management skills and ability to work independently.
  3. Excellent spoken and written English skills.
  4. Positive thinker, flexible, and creative.
  5. Willing to help and support other team members.
  6. Respectful to juniors and peers, transparent in communication.
  7. Responds quickly and attentively to changes in department, organization, projects, and processes.
  8. Ability to lead a team responsibly to achieve goals, maintain quality standards, and comply with SOPs in a secure environment.
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