Cloud Telephony Expert

4 days ago

Lahore, Punjab, Pakistan beBee Careers Full time
Telecom Engineer Role

The primary goal of this role is to provide top-notch support for global telephony and contact center operations across multiple contact centers. This involves acting as a point of contact (POC) for all contact center solution requests, whether they pertain to 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.

Requirements:
  1. 1-4+ years of experience in the contact center industry, with at least 2-3 years of experience with any other telephony platform.
  2. Minimum 1-4 years working on any Genesys solutions as an administrator.
  3. Bachelor's degree in IT, CS, or Telecoms.
  4. Genesys Cloud Certification is a plus.
  5. Knowledge of Contact Center Solutions on Cloud is a plus.

Key Skills:
  1. Good analytical skills and problem-solving capabilities.
  2. Excellent case management skills and ability to work independently.
  3. Excellent spoken and written English skills.
  4. Positive thinker, flexible, and creative.
  5. Willing to help and support other team members.
  6. Respectful to juniors and peers, transparent in communication.
  7. Responds quickly and attentively to changes in department, organization, projects, and processes.
  8. Ability to lead a team responsibly to achieve goals, maintain quality standards, and comply with SOPs in a secure environment.

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