Global Contact Center Expert

3 days ago


Karachi, Sindh, Pakistan ibex Full time
About the Role

The Senior Genesys Cloud Engineer position at Ibex represents an exceptional opportunity for a talented individual to drive success in our global contact center operations. As a key member of our team, you will be responsible for delivering top-notch support and guidance to ensure seamless execution of telephony and contact center solutions.

Main Responsibilities
  • Serving as the primary point of contact for Genesys cloud-related issues and inquiries.
  • Offering advanced support for Genesys Operations.
  • Designing and implementing innovative solutions to address day-to-day operational challenges.
  • Streamlining and optimizing telephony, contact center, and other solution administration processes.
  • Monitoring and managing daily tasks, change requests, and project work.
  • Staying current with Genesys platform updates and best practices.
  • Enhancing overall documentation and knowledge sharing.
  • Expanding technical expertise across multiple platforms and technologies.
  • Leading project initiatives to achieve desired outcomes.
  • Engaging with stakeholders through clear and concise communication.
Essential Qualifications
  • Substantial experience in the contact center industry, with a strong focus on Genesys solutions.
  • Highly developed analytical and problem-solving skills.
  • Exceptional case management abilities and capacity to work independently.
  • Superior communication skills, both written and verbal.
  • A proactive, flexible approach with a positive attitude.
  • A willingness to collaborate and support colleagues.
  • Culturally sensitive communication with diverse team members.
  • Able to adapt quickly to changing priorities and demands.
  • Degree in Computer Science, IT, or a related field.
  • Genesys Cloud certification is highly desirable.
  • Knowledge of cloud-based contact center solutions is advantageous.


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