Senior Telecom Infrastructure Specialist

2 days ago

Lahore, Punjab, Pakistan beBee Careers Full time
About the Job

We are seeking a Senior Telecom Engineer to design, implement, and maintain our contact center and unified communication platform, primarily focusing on Genesys Cloud CX Contact Center and other UC platforms.

Key Responsibilities
  • Detailed Analysis of Complex Business Communication Systems.
  • High-Level Technical Consultation Support for Global Customers.
  • Support for Complex Configuration Programming Changes for Internal and External Customers.
  • Project Lead and Technical Lead on Telecom and Telephony Projects as Required.
  • Collaboration with Stakeholders and Partners on End-User Installations, Configurations, and Programming Changes.
  • Delivery of Process Training and Knowledge Transfer to New Joiners and External Teams.
  • Creation of Job Aids and Method of Procedures (MOP) for Internal and Customer Use.
  • Implementation, Demonstration, and Delivery of Solutions Remotely or On-Site.
  • Escalation of Issues and Technical Problems Escalated by Team Members.
  • Meeting of Service Level Targets Across Ticketing Queues for Service Requests, Change Tickets, Incidents, and Projects.
  • Proactive Escalation of Issues within Partner Support Channels to Prevent Downtime.
Qualifications and Skills
  • 5-8+ years of experience with Genesys Cloud in the contact center industry.
  • Minimum 5-7 years experience with another telephony platform.
  • Experience with Genesys Cloud solutions including telephony, contact center, integrations, reporting, analytics, call routing, performance management, and digital channels.
  • Understanding of Genesys products across various use cases and industries.
  • Ability to create SIP trunks with multiple carriers and third-party ACDs.
  • Knowledge of ITIL service delivery, SLAs, contracts, and supporting global customers in a 24/7 environment.
  • Security expertise for contact center platforms in PCI and HIPAA environments.
  • Capacity planning skills and ability to design scalable solutions.
  • Knowledge of Genesys Cloud operation across multiple regions using Global Media Fabric.
  • Subject matter expert (SME) for software engineers and business users on Genesys integrations and implementations.
  • Proficiency with APIs, networking (TCP/IP, SIP, WAN), and telecom CDN knowledge.
  • Strong understanding of software architecture, data models, and integration with Active Directory, CRM, and ERP solutions.
  • Support experience in a 24/7 global environment.
Essential Soft Skills
  • Strong analytical and problem-solving skills.
  • Excellent case management and independent working capabilities.
  • Excellent spoken and written English skills.
  • Positive, flexible, and creative mindset.
  • Team-oriented with a supportive attitude.
  • Respectful communication and responsiveness to organizational changes.
  • Leadership skills to guide teams towards goals while maintaining quality and compliance.
Required Education
  • Bachelor's degree in IT, CS, or Telecoms required.
  • Master's in CS or Telecoms is a plus.
  • Certifications in Genesys Cloud or other telephony brands (e.g., Avaya, AWS Connect) are advantageous.
About this Role
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Engineering and IT
  • Industry: Outsourcing/Offshoring

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