Technical Solutions Expert

6 days ago


Lahore, Punjab, Pakistan ibex Full time

At ibex, we empower startups, scale-ups, and blue-chips with customer engagement & insight solutions to protect client investment, mitigate risk, and accelerate ROI.

We are seeking a highly skilled Technical Solutions Expert to support global telephony & contact center operations across our contact centers. The successful candidate will act as the point of contact (POC) for all contact center solution requests, whether they are questions or problems.

Key Responsibilities:
  • Serve as POC for daily Genesys cloud issues and concerns.
  • Support Genesys Operations at Tier-2 and Tier-3 levels.
  • Troubleshoot day-to-day operational issues related to Genesys and its integrated platforms.
  • Coordinate multiple tasks or problems with other teams globally.
  • Perform telephony, contact center, and other solution administration according to standard procedures.
  • Meet service level targets on all ticketing queues for service requests, change tickets, incidents, and projects.
  • Track daily tasks, change requests, and project work for productivity.
  • Conduct daily, weekly, and monthly Genesys system performance checks.
  • Maintain accurate system and client documentation.


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