Senior Communication Infrastructure Specialist

4 days ago

Lahore, Punjab, Pakistan beBeeTelecom Full time 987,654 - 1,234,567

At our organization, we are seeking a highly skilled Senior Telecom Engineer to join our team.

Job Description:

We are looking for a seasoned Senior Telecom Engineer who will play a pivotal role in designing, implementing, and maintaining our contact center and unified communication platform for our clients. As a key member of our team, you will be responsible for identifying, examining, and resolving moderately complex problems with business communication systems. Your primary focus will be on Genesys Cloud CX Contact Center, along with other UC Platforms.

Key Responsibilities:
  • Identify, examine, and resolve moderately complex problems with business communication systems.
  • Provide high-level technical consultation support to customers worldwide.
  • Support complex configuration programming changes for internal and external customers.
  • Act as Project Lead and Technical Lead as needed, especially on Telecom and Telephony projects.
  • Collaborate with stakeholders and partners supporting end-user installations, configuration, and programming changes.
  • Deliver process training and knowledge transfer to new team members.
  • Provide technical knowledge transfer to external teams based on skills and requirements.
  • Create job aids and Method of Procedures (MOP) for internal teams and customers upon request.
  • Execute remote/on-site implementation, demonstration, and delivery of solutions.
  • Handle technical escalations and issues escalated by team members.
Required Skills and Qualifications:

To succeed in this role, you will need the following skills and qualifications:

  • 5-8+ years of experience with Genesys Cloud in the contact center industry.
  • Minimum of 5-7 years' experience with any other telephony platform.
  • Experience with Genesys Cloud implementation covering telephony, contact center, integrations, reporting, analytics, call recording, routing, performance management, omnichannel communication, IVR, voice & digital bots, and AppFoundry Partners.
  • Understanding of Genesys products with multiple use cases across industries.
  • Ability to create and manage Private and Public 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 to protect Contact Center platforms in PCI and HIPAA environments.
  • Capacity planning skills for scalable, flawless system design based on business needs.
  • Experience with Genesys Cloud across multiple regions using Global Media Fabric.
  • Subject Matter Expert (SME) skills for software engineers and business users for effective integration and implementation.
  • Proficiency with APIs, providing guidance to developers.
  • Networking skills: TCP/IP, SIP, WAN, Telecom CDN knowledge.
  • Strong understanding of software architecture, integration capabilities, and data models.
  • Experience with Genesys Cloud integration with Active Directory, CRM, and ERP solutions.

Please note that relevant certifications or education may be advantageous.

Benefits:

By joining our team, you can expect:

  • A dynamic work environment with opportunities for growth and development.
  • The chance to work with a cutting-edge technology platform.
  • The ability to make a real impact on our customers' businesses.
  • A competitive compensation package.
  • Ongoing training and professional development opportunities.

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