Telecoms Specialist

3 days ago

Lahore, Punjab, Pakistan beBeeTelecommunications Full time
Telecommunications Expert Wanted

We are seeking a highly skilled Telecommunications Expert to join our team. As a key member of the organization, you will play a critical role in delivering exceptional telecommunications services.

About the Role
  • The successful candidate will provide expert support for global telephony and contact center operations across multiple sites.
  • You will work closely with cross-functional teams to deliver projects on time and within budget.
  • Your expertise will be crucial in identifying areas for improvement and implementing solutions to optimize system performance.

Responsibilities

  1. Contact Center Support: Act as the main point of contact for daily Genesys cloud issues and concerns, providing timely assistance to resolve queries and problems.
  2. Tier-2 and Tier-3 Support: Collaborate with the Genesys Operations team to offer comprehensive support services, ensuring seamless execution of day-to-day operational tasks.
  3. Troubleshooting and Maintenance: Troubleshoot day-to-day operational issues related to Genesys and its integrated platforms, applying expertise to resolve complex problems efficiently.
  4. Cross-Functional Collaboration: Coordinate multiple tasks or problems with other teams globally, fostering effective communication and teamwork.
  5. Solution Administration: Perform telephony, contact center, and other solution administration tasks in accordance with standard procedures, ensuring accuracy and efficiency.
  6. Service Level Targets: Meet all service level targets on ticketing queues for service requests, change tickets, incidents, and projects, delivering exceptional results.
  7. Task Management: Track daily tasks, change requests, and project work for productivity, maintaining a high level of organization and focus.
  8. System Performance Checks: Conduct daily, weekly, and monthly Genesys system performance checks, identifying areas for improvement and implementing solutions.
  9. Documentation: Prepare and maintain accurate system and client documentation, ensuring transparency and clarity.
  10. Platform Expertise: Expand knowledge and skills on multiple platforms, staying up-to-date with the latest developments and technologies.
  11. Project Participation: Fulfill relevant project roles as assigned, collaborating with cross-functional teams to deliver projects on time and within budget.
  12. Status Reporting: Provide daily/weekly status reports for ongoing projects, keeping stakeholders informed and engaged.

Requirements

A bachelor's degree in IT, CS, or Telecommunications is required. Genesys Cloud Certification or knowledge of contact center solutions on cloud is highly desirable.

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