Customer Engagement Solutions Professional

3 days ago

Lahore, Punjab, Pakistan beBeeTelecom Full time 800,000 - 1,200,000
Telecom Engineer Job Description

The role of a Telecom Engineer involves supporting global telephony & contact center operations across various contact centers. As part of the team, the engineer is responsible for acting as a point of contact for all contact center solution requests, whether questions or problems.


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's administration as per standard procedures.
  6. Able to meet all service level targets on all ticketing queues for service requests, change tickets, incidents, and projects.
  7. Track daily tasks, change requests, and project work for productivity.
  8. Perform daily, weekly, and monthly Genesys system performance checks.
  9. Prepare and maintain accurate system and client documentation.
  10. Support multiple platforms and expand knowledge as per job requirements.
  11. Fulfilling relevant project roles as per assignments.
  12. Meet assigned project milestones and deadlines.
  13. Provide daily/weekly status reports for ongoing projects.

Required Skills and Qualifications

This role requires a minimum of 1-4 years of experience in the contact center industry, with at least 2-3 years of experience with any other telephony platform. Additionally, candidates should have a Bachelor's degree in IT, CS, or Telecoms, and be certified in Genesys Cloud or have relevant experience working with similar solutions.


Benefits

Candidates will have the opportunity to work with a leading company in the CX outsourcing industry, supporting global telephony & contact center operations. They will also have access to continuous learning and development opportunities, enabling them to expand their knowledge and skills in the field.

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