Global Telephony Solutions Manager

3 days ago


Lahore, Punjab, Pakistan ibex Full time
Job Requirements

Bachelor's degree in IT, CS, or Telecoms is required. Any Genesys Cloud Certification is a plus. Any other knowledge of contact center solutions on cloud is a plus.

Responsibilities
  1. Acting as primary point of contact for daily Genesys cloud issues and concerns.
  2. Providing Tier-2 and Tier-3 support for Genesys Operations.
  3. Troubleshooting day-to-day operational issues related to Genesys and its integrated platforms.
  4. Coordinating multiple tasks or problems with other teams globally.
  5. Performing telephony, contact center, and other solutions' administration as per standard procedures.
  6. Ensuring high service levels on all ticketing queues for service requests, change tickets, incidents, and projects.
  7. Tracking daily tasks, change requests, and project work for productivity.
  8. Conducting regular Genesys system performance checks.
  9. Maintaining accurate system and client documentation.
  10. Expanding knowledge on multiple platforms as required.


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