Telecom Engineer

3 weeks ago

Lahore, Punjab, Pakistan ibex Full time

Join to apply for the Telecom Engineer role at ibex.

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 a Genesys Cloud Engineer, you will support global telephony & contact center operations across contact centers. Your 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 administration as per standard procedures.
  6. Meet all service level targets on ticketing queues for service requests, change tickets, incidents, and projects.
  7. Track daily tasks, change requests, and project work for productivity.
  8. Perform regular Genesys system performance checks.
  9. Maintain accurate system and client documentation.
  10. Support multiple platforms and expand knowledge as required.
  11. Fulfill relevant project roles and meet project milestones and deadlines.
  12. Provide daily/weekly status reports for ongoing projects.
Qualifications
  1. 1-4+ years of experience in the contact center industry and minimum 2-3 years' experience with any other telephony platform.
  2. Minimum 1-4 years of experience as an Administrator on any Genesys solutions.
  3. Bachelor's degree in IT, CS, or Telecoms.
  4. Any Genesys Cloud Certification and knowledge of Contact Center Solutions on Cloud are pluses.
Soft Skills
  1. Good analytical and problem-solving skills.
  2. Excellent case management skills and ability to work independently.
  3. Excellent spoken and written English skills.
  4. Positive, flexible, and creative thinker.
  5. Team player willing to support others.
  6. Respectful to juniors and peers, transparent in communication.
  7. Responsive to organizational and project changes.
  8. Ability to lead teams responsibly, maintain quality standards, and comply with SOPs in a secure environment.
Additional Details
  • Seniority level: Entry level
  • Employment type: Full-time
  • Job function: Engineering and Information Technology
  • Industries: Outsourcing/Offshoring
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