Expert Telecom Solutions Architect

3 days ago

Lahore, Punjab, Pakistan beBeeTelecom Full time $80,000 - $100,000

As a Senior Telecom Engineer, you will be responsible for designing and implementing our contact center and unified communication platform. Your primary focus will be on Genesys Cloud CX Contact Center and other UC platforms.

Key Responsibilities
  1. IDentify and resolve complex problems with business communication systems.
  2. Provide high-level technical consultation support to global customers.
  3. Support configuration programming changes for internal and external customers.
  4. Act as Project Lead and Technical Lead on Telecom and Telephony projects as needed.
  5. Collaborate with stakeholders 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 methods of procedures (MOP) for internal and customer use.
  8. Implement solutions remotely or onsite.
  9. Handle escalations and technical issues escalated by team members.
  10. Meet all service level targets across ticketing queues.
Requirements
  • 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.
  • 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.
  • Subject matter expert for software engineers and business users on Genesys integrations and implementations.
  • Proficiency with APIs, networking, and telecom CDN knowledge.
  • Strong understanding of software architecture, data models, and integration with Active Directory, CRM, and ERP solutions.
Preferred Qualifications
  • 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 are advantageous.
Job Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Engineering and IT
  • Industry: Outsourcing/Offshoring

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