Senior Genesys Cloud Engineer

3 weeks ago


Karachi, Sindh, Pakistan ibex. Pakistan Full time

Senior Genesys Cloud Engineer Role

We are looking for a Senior Genesys Cloud Engineer to support global telephony & contact center operations across contact centers.

The engineer will act as Point of Contact (POC) for all contact center solution requests, including questions and problems.

The role involves administration, troubleshooting, and managing day-to-day operational issues in coordination with technical teams.

Responsibilities
  1. Daily Support: Act as POC for daily Genesys cloud issues and concerns.
  2. Tier-2 and Tier-3 Support: Provide assistance to Genesys Operations.
  3. Troubleshooting: Troubleshoot operational issues related to Genesys and integrated platforms, coordinating with global teams.
  4. Administration: Perform telephony, contact center, and other solution administration following standard procedures, meeting all Service Level Agreement (SLA) targets.
  5. Task Management: Track daily tasks, change requests, and project work for productivity.
  6. System Performance Checks: Conduct regular system performance checks.
  7. Documentation: Maintain accurate system and client documentation.


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