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Global Telephony

2 weeks ago

Karachi, Sindh, Pakistan beBeeCloud Full time 6,000,000 - 8,500,000
Cloud Contact Center Operations Specialist

As a Cloud Contact Center Operations Specialist, you will play a vital role in ensuring the smooth operation of global telephony and contact center services. This position requires strong analytical and problem-solving skills to troubleshoot operational issues related to Genesys and integrated platforms.

  • Act as a primary point of contact for daily Genesys cloud issues and concerns.
  • Support Genesys operations as Tier-2 and Tier-3, providing assistance with troubleshooting and resolving complex technical problems.
  • Perform administration tasks related to telephony, contact center, and other solutions, following standard procedures and meeting service level targets.
  • Track daily tasks, change requests, and project work to ensure productivity and efficiency.
  • Conduct regular system performance checks to identify potential issues and implement corrective actions.
Key Responsibilities:
  1. Coordinate with global teams to resolve operational issues and improve overall system performance.
  2. Develop and maintain accurate system and client documentation to support effective communication and knowledge sharing.
  3. Stay up-to-date with industry trends and best practices to expand knowledge and expertise.
Requirements:
  • At least 1 year of experience in the contact center industry and 1 year in another telephony platform.
  • Strong understanding of Genesys solution administration.
  • Excellent case management and independent working skills.
  • Proficiency in spoken and written English.
  • Positive, flexible, and creative mindset.
  • Team-oriented with a willingness to support colleagues.
  • Respectful communication with juniors and peers, transparent in interactions.
  • Adaptability to organizational and project changes.
  • Ability to lead teams responsibly, maintain quality, and adhere to SOPs in a secure environment.
  • Bachelor's degree in IT, CS, or Telecom.
  • Genesys Cloud Certification is a plus.

The ideal candidate will have a passion for delivering exceptional customer experiences and a strong commitment to team collaboration.