Senior Genesys Cloud Engineer

4 weeks ago

Karachi, Sindh, Pakistan ibex Full time

Join to apply for the Senior Genesys Cloud Engineer role at ibex.

Ibex is seeking a Senior Genesys Cloud Engineer responsible for supporting global telephony & contact center operations across contact centers. The engineer will act as the Point of Contact (POC) for all contact center solution requests, including questions and issues. The role involves administration, troubleshooting, and managing day-to-day operational issues in coordination with technical teams.

Responsibilities
  • Act as POC for daily Genesys cloud issues and concerns.
  • Support Genesys Operations as Tier-2 and Tier-3.
  • Troubleshoot operational issues related to Genesys and integrated platforms, coordinating with global teams.
  • Perform administration of telephony, contact center, and other solutions following standard procedures, meeting all service level targets.
  • Track daily tasks, change requests, and project work for productivity.
  • Conduct regular system performance checks.
  • Maintain accurate system and client documentation.
  • Support multiple platforms and expand knowledge as required.
  • Fulfill project roles as assigned, meeting milestones and deadlines.
  • Provide status reports for ongoing projects.
Qualifications
  • 1-4+ years of experience in the contact center industry and 2-3 years in another telephony platform.
  • 1-4 years of experience as an administrator on any Genesys solution.
  • Strong analytical and problem-solving skills.
  • Excellent case management and independent working skills.
  • Proficiency in spoken and written English.
  • Positive, flexible, and creative mindset.
  • Team-oriented with a willingness to support colleagues.
  • Respectful communication with juniors and peers, transparent in interactions.
  • Adaptability to organizational and project changes.
  • Ability to lead teams responsibly, maintain quality, and adhere to SOPs in a secure environment.
  • Bachelor's degree in IT, CS, or Telecom.
  • Genesys Cloud Certification and knowledge of cloud contact center solutions are a plus.
Additional Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Engineering and IT
  • Industry: Outsourcing/Offshoring
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