Senior Genesys Cloud Engineer

5 days ago

Karachi, Sindh, Pakistan ibex. Pakistan Full time

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

Ibex is looking for a Senior Genesys Cloud Engineer responsible for supporting global telephony & contact center operations across contact centers. The engineer will act as 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. Act as POC for daily Genesys cloud issues and concerns.
  2. Support Genesys Operations as Tier-2 and Tier-3.
  3. Troubleshoot operational issues related to Genesys and integrated platforms, coordinating with global teams.
  4. Perform telephony, contact center, and other solution administration following standard procedures, meeting all SLA targets.
  5. Track daily tasks, change requests, and project work for productivity.
  6. Conduct regular system performance checks.
  7. Maintain accurate system and client documentation.
  8. Support multiple platforms and expand knowledge as required.
  9. Fulfilling project roles as assigned and meeting milestones and deadlines.
  10. Provide status reports on ongoing projects.
Qualifications
  1. 1-4+ years of experience in the contact center industry and 2-3 years on any telephony platform.
  2. 1-4 years of experience as an administrator on Genesys solutions.
  3. Strong analytical and problem-solving skills.
  4. Excellent case management skills and ability to work independently.
  5. Proficiency in spoken and written English.
  6. Positive, flexible, and creative mindset.
  7. Team player willing to support colleagues.
  8. Respectful communication with juniors and peers, transparent in interactions.
  9. Adaptable to organizational and project changes.
  10. Ability to lead teams responsibly, maintain quality, and adhere to SOPs in a secure environment.
  11. Bachelor's degree in IT, CS, or Telecom.
  12. 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 Information Technology
  • Industries: Outsourcing and Offshoring Consulting
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