Contact Center Systems Administrator

2 days ago


Lahore, Punjab, Pakistan ibex Full time
Contact Center Operations Role

iBEX is seeking a skilled Genesys Cloud Engineer to support our global contact center operations. As a key member of our team, you will be responsible for troubleshooting day-to-day operational issues with respect to Genesys and its integrated platforms. You will also act as the point of contact for all contact center solution requests, whether they are questions or problems.

Key Responsibilities:
  • Acting as POC 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.

Qualifications:

To succeed in this role, you will need:
  • Good analytical skills and problem-solving capabilities.
  • Excellent case management skills & ability to work independently.
  • Must have excellent spoken and written English skills.
  • Must be a positive thinker, flexible, and creative.
  • Must be willing to help and support other members as teamwork.
  • Must be respectful to juniors and peers in other teams and maintain transparency in communication.
  • Responds quickly and attentively to changes in department, organization, projects, and processes.
  • Must be able to lead the team responsibly to achieve goals, maintain quality standards, and comply with SOPs in a secured environment.

Requirements:

The ideal candidate should have:
  • 1-4+ years of experience in the contact center industry and a minimum of 2-3 years of experience with any other telephony platform.
  • Minimum of 1-4 years working with any Genesys solutions as an administrator.
  • Bachelor's degree in IT, CS, or Telecoms. Any Genesys Cloud Certification is a plus. Knowledge of contact center solutions on cloud is also a plus.


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