
Telecom Operations Specialist
2 days ago
Job Overview
\We are seeking a highly skilled Telecom Engineer to support global telephony and contact center operations. As part of the Central Genesys cloud team, this engineer will act as the point of contact for all contact center solution requests, addressing both questions and problems.
\Key Responsibilities:
\- \
- Serve as the primary point of contact for daily Genesys cloud issues and concerns.\
- Provide Tier-2 and Tier-3 support for Genesys Operations.\
- Troubleshoot day-to-day operational issues related to Genesys and its integrated platforms.\
- Collaborate with other teams globally to coordinate multiple tasks or problems.\
- 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.\
- Support multiple platforms and expand knowledge as per job requirements.\
- Fulfill relevant project roles as assigned.\
- Meet assigned project milestones and deadlines.\
- Submit daily/weekly status reports for ongoing projects.
Qualifications
\A Bachelor's degree in IT, CS, or Telecoms is required. Holding a Genesys Cloud Certification or having knowledge of contact center solutions on cloud is an asset.
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