Senior Genesys Cloud Engineer

5 days ago

Karachi, Sindh, Pakistan ibex Full time
Overview

Ibex. is looking for a Senior Genesys Cloud Engineer who will be responsible for supporting global telephony & contact center operations across contact centers. As part of the Genesys cloud team, the engineer's responsibilities include acting as the POC for all contact center solution requests, whether they be questions or problems. The role requires administration, troubleshooting, and working on day-to-day operational issues, with close coordination with respective technical teams.

Responsibilities
  • Acting as POC for daily Genesys cloud issues and concerns.
  • Supporting Genesys Operations as Tier-2 and Tier-3.
  • Troubleshooting day-to-day operational issues with respect to Genesys and its integrated platforms, coordinating multiple tasks or problems with other teams globally.
  • Performing telephony, contact center, and other solution administration as per standard procedures, meeting all service level targets on all ticketing queues for service requests, change tickets, incidents, and projects.
  • Tracking daily tasks, change requests, and project work for productivity.
  • Performing daily, weekly, and monthly Genesys system performance checks.
  • Preparing and maintaining accurate system and client documentation.
  • Supporting multiple platforms and expanding knowledge as per job requirements.
  • Fulfilling relevant project roles as per assignments.
  • Meeting assigned project milestones and deadlines.
  • Providing daily and weekly status reports for ongoing projects.
Qualifications
  • 1-4+ years of experience in the contact center industry and a minimum of 2-3 years of experience on any other telephony platform.
  • 1-4 years of experience on any Genesys solutions as an administrator.
  • Good analytical skills and problem-solving capabilities.
  • Excellent case management skills and ability to work independently.
  • Excellent spoken and written English skills.
  • Positive thinker, flexible, and creative.
  • Willingness to help and support other team members.
  • Respectful towards juniors and peers in other teams, with transparent communication.
  • Quick and attentive response to changes in department, organization, projects, and processes.
  • Ability to lead a team responsibly to achieve goals, maintain quality standards, and comply with SOPs in a secured environment.
  • Bachelor's degree in IT, Computer Science, or Telecom.
  • Genesys Cloud certification is a plus.
  • Knowledge of other contact center solutions on the cloud is a plus.
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