Advanced Telecom Specialist

3 days ago

Lahore, Punjab, Pakistan beBee Careers Full time
Telecom Expertise: A Leadership Role
Join a team that values expertise and leadership as a Telecom Engineer, where you will be responsible for designing, implementing, and maintaining our contact center and unified communication platform. This role requires a deep understanding of Genesys Cloud CX Contact Center and other UC platforms.

About the Job
In this position, you will identify, examine, and resolve moderately complex problems with business communication systems. You will provide high-level technical consultation support to global customers, supporting complex configuration programming changes for internal and external customers. As a project lead and technical lead on Telecom and Telephony projects, you will collaborate with stakeholders and partners on end-user installations, configurations, and programming changes. Additionally, you will deliver process training and knowledge transfer to new joiners and external teams, creating job aids and method of procedures (MOP) for internal and customer use. Your responsibilities will also include implementing, demonstrating, and delivering solutions remotely or onsite, handling escalations and technical issues escalated by team members, and meeting all service level targets across ticketing queues for service requests, change tickets, incidents, and projects.

Requirements
To excel in this role, you will require 5-8+ years of experience with Genesys Cloud in the contact center industry, with a minimum of 5-7 years of experience with another telephony platform. You will need to have a deep understanding of Genesys products across various use cases and industries, including experience with SIP trunks with multiple carriers and third-party ACDs. Additionally, you should have knowledge of ITIL service delivery, SLAs, contracts, and supporting global customers in a 24/7 environment, as well as security expertise for contact center platforms in PCI and HIPAA environments. Strong analytical and problem-solving skills are essential, along with excellent case management and independent working capabilities. Communication skills should be exceptional, both spoken and written, with a positive, flexible, and creative mindset.

Education and Certifications
A Bachelor's degree in IT, CS, or Telecoms is required, with a Master's in CS or Telecoms being an advantage. Certifications in Genesys Cloud or other telephony brands (e.g., Avaya, AWS Connect) are also beneficial.

Bonus Points
This is a mid-senior level role, suitable for those who can guide teams towards goals while maintaining quality and compliance. It offers opportunities for professional growth and development, making it an attractive choice for those seeking to enhance their skills and expertise.

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