Genesys Cloud Engineer

4 weeks ago


Lahore, Punjab, Pakistan UNAVAILABLE Full time
Overview

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 are 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 point of contact for all contact center solution requests, whether they are questions or problems. The role requires administration, troubleshooting, and working on day-to-day operational issues, with close coordination with respective technical teams.

Responsibilities

Job Responsibilities:

  • Acting as the point of contact 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 on 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/weekly status reports for ongoing projects.
Qualifications

Soft Skills:

  • Good analytical skills and problem-solving capabilities.
  • Excellent case management skills & able to work independently.
  • Must have excellent spoken and written English skills.
  • Must be a positive thinker, flexible, and creative.
  • Must be willing to help and support other members as teamwork.
  • Must be respectful to juniors and peers in other teams, as well as transparent in communication.
  • Responds quickly and attentively to changes in department, organization, projects, and processes.
  • Must be able to lead the team in a responsible way to achieve goals, maintain quality standards, and be compliant with SOPs in a secured environment.

Qualification:

  • Should have 1-4+ years of experience in the contact center industry and a minimum of 2-3 years' experience on any other telephony platform.
  • Minimum of 1-4 years working on any Genesys solutions as an administrator.
  • Bachelor's degree in IT, CS, or Telecoms. Any Genesys Cloud Certification is a plus. Knowledge of contact center solutions on cloud is also a plus.
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