Associate Genesys Engineer

7 days ago

Karachi, Sindh, Pakistan ibex Full time
Overview

Ibex is looking for an Associate Genesys Engineer who will be responsible for supporting Central Genesys cloud/telephony operations across contact centers in a client-facing role. As a member of the Genesys Cloud team, the engineer's duties include serving as the point of contact for all telephony inquiries or issues. The position involves administration, troubleshooting, and addressing day-to-day operational challenges while collaborating with relevant technical teams.

Responsibilities
  • Assist in the configuration, setup, and deployment of Genesys cloud contact center solution.
  • Act as the point of contact for daily telephony issues and concerns.
  • Support Telephony Operations as Tier-2 and Tier-3.
  • Troubleshoot day-to-day operational issues with respect to Genesys cloud and its integrated platforms.
  • Coordinate multiple tasks or problems with other teams globally.
  • Ensure problem resolutions within SLA boundaries.
  • Perform Genesys cloud changes and administer cloud as per standard procedures.
  • Track daily tasks, change requests, and project work for productivity.
  • Prepare and maintain accurate system and client documentation.
  • Support multiple platforms and expand knowledge as per job requirements.
  • Support Telephony Projects.
  • Fulfill relevant project roles as per assignments.
  • Meet project milestones and deadlines.
  • Provide daily and weekly status reports for ongoing projects.
  • Proactively close tickets assigned with accurate information.
  • Generate multiple required reports from various systems.
Qualifications
  • Engineering graduate or BS degree in IT or Telecom.
  • Certification or training in Genesys cloud (preferred).
  • Additional courses in Telephony/VoIP (a plus).
  • Conceptual understanding of telecommunication principles, including VoIP (Voice over Internet Protocol), SIP (Session Initiation Protocol), and Contact Centers as a Service model.
  • Excellent time management and multi-tasking skills.
  • Strong communication abilities and problem-solving skills to diagnose and resolve technical issues related to Genesys Cloud platform configuration, performance, and integrations.
  • Flexibility and availability for working any time of day and any day of the week (bulk of the work will be during nighttime).
  • Willingness to adapt to new technologies, tools, and methodologies in the rapidly evolving field of telecommunications and contact center solutions.
  • Proactive in seeking opportunities for continuous learning and skill development.
  • Ability to work collaboratively with cross-functional teams, system administrators, and project managers, to ensure successful implementation and operation of Genesys Cloud solution.
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