Cloud Telephony Specialist

2 days ago


Karachi, Sindh, Pakistan ibex Full time
Overview

Ibex is a leading provider of cloud-based telephony solutions. As a Senior Genesys Cloud Engineer, you will play a critical role in supporting global contact center operations across multiple locations. Your responsibilities will include acting as the point of contact for all contact center solution requests, whether they be questions or problems.

Responsibilities
  • Acting as the primary point of contact for daily Genesys cloud issues and concerns.
  • Providing tier-2 and tier-3 support for Genesys Operations.
  • Troubleshooting day-to-day operational issues related to Genesys and its integrated platforms, coordinating with other teams globally.
  • Performing telephony, contact center, and other solution administration tasks as per standard procedures, ensuring high service levels on all ticketing queues.
  • Tracking daily tasks, change requests, and project work to optimize productivity.
  • Conducting regular Genesys system performance checks.
  • Maintaining accurate system and client documentation.
  • Supporting multiple platforms and expanding knowledge as required.
  • Fulfilling relevant project roles as assigned.
  • Meeting project milestones and deadlines.
  • Providing daily and weekly status reports for ongoing projects.
Qualifications
  • 1-4+ years of experience in the contact center industry, with a minimum of 2-3 years of experience on other telephony platforms.
  • 1-4 years of experience on Genesys solutions as an administrator.
  • Strong analytical skills and problem-solving capabilities.
  • Excellent case management skills and ability to work independently.
  • Excellent spoken and written English skills.
  • A positive thinker with flexibility and creativity.
  • Willingness to help and support other team members.
  • Respectful communication with juniors and peers in other teams.
  • Ability to respond quickly to changes in the department, organization, projects, and processes.
  • Bachelor's degree in IT, Computer Science, or Telecom.
  • Genesys Cloud certification is highly desirable.
  • Knowledge of other contact center solutions on the cloud is beneficial.


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