Expert Contact Center Architect

6 days ago

Lahore, Punjab, Pakistan beBeeTelecom Full time 2,500,000 - 3,000,000

About the Position

We are looking for a seasoned professional to design, implement, and maintain our contact center and unified communication platform.

Key Responsibilities

  1. Identify and resolve moderately complex problems with business communication systems.
  2. Provide high-level technical consultation support to global customers.
  3. Support complex configuration programming changes for internal and external customers.
  4. Lead projects and provide technical guidance on Telecom and Telephony projects as needed.
  5. Collaborate with stakeholders and partners on end-user installations, configurations, and programming changes.
  6. Deliver process training and knowledge transfer to new joiners and external teams.
  7. Create job aids and method of procedures (MOP) for internal and customer use.
  8. Implement, demonstrate, and deliver solutions remotely or onsite.
  9. Handle escalations and technical issues escalated by team members.
  10. Meet all service level targets across ticketing queues for service requests, change tickets, incidents, and projects.
  11. Proactively escalate issues within partner support channels to prevent downtime.

Required Skills and Qualifications

  • 5-8+ years of experience with Genesys Cloud in the contact center industry.
  • Minimum 5-7 years experience with another telephony platform.
  • Experience with Genesys Cloud solutions including telephony, contact center, integrations, reporting, analytics, call routing, performance management, and digital channels.
  • Understanding of Genesys products across various use cases and industries.
  • Ability to create SIP trunks with multiple carriers and third-party ACDs.
  • Knowledge of ITIL service delivery, SLAs, contracts, and supporting global customers in a 24/7 environment.
  • Security expertise for contact center platforms in PCI and HIPAA environments.
  • Capacity planning skills and ability to design scalable solutions.
  • Knowledge of Genesys Cloud operation across multiple regions using Global Media Fabric.
  • Subject matter expert (SME) for software engineers and business users on Genesys integrations and implementations.
  • Proficiency with APIs, networking (TCP/IP, SIP, WAN), and telecom CDN knowledge.
  • Strong understanding of software architecture, data models, and integration with Active Directory, CRM, and ERP solutions.
  • Support experience in a 24/7 global environment.

Education and Certifications

  • Bachelor's degree in IT, CS, or Telecoms required.
  • Master's in CS or Telecoms is a plus.
  • Certifications in Genesys Cloud or other telephony brands (e.g., Avaya, AWS Connect) are advantageous.

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