Global Communication Systems Expert

17 hours ago


Lahore, Punjab, Pakistan UNAVAILABLE Full time

We are seeking a highly skilled Telecom Engineer to join our team at UNAVAILABLE. As a key member of our Central Genesys cloud team, you will be responsible for supporting global telephony and contact center operations across IBEX centers.

You will act as the point of contact for all contact center solution requests, whether they are questions or problems. Your main focus will be on administering, troubleshooting, and working on day-to-day operational issues, while coordinating closely with respective technical teams.

Main Responsibilities:

  • Acting as the point of contact for daily Genesys cloud issues and concerns.
  • Supporting Genesys Operations as Tier-2 and Tier-3.
  • Troubleshooting day-to-day operational issues with respect to Genesys and its integrated platforms.
  • Coordinating multiple tasks or problems with other teams globally.
  • Performing telephony, contact center, and other solution administration as per standard procedures.
  • Meeting all service level targets on all ticketing queues for service requests, change tickets, incidents, and projects.
  • Tracking daily tasks, change requests, and project work for productivity.
  • Performing daily, weekly, and monthly Genesys system performance checks.
  • Preparing and maintaining accurate system and client documentation.
  • Supporting multiple platforms and expanding knowledge as per job requirements.
  • Fulfilling relevant project roles as per assignments.
  • Meeting assigned project milestones and deadlines.
  • Providing daily/weekly status reports for ongoing projects.

Requirements:

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



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