Telecom Network Specialist

2 weeks ago


Lahore, Punjab, Pakistan UNAVAILABLE Full time
Overview

The Telecom Network Specialist plays a pivotal role in supporting global telephony and contact center operations across IBEX centers. As part of the Central Genesys cloud team, this individual is responsible for acting as the point of contact for all contact center solution requests, whether they are questions or problems. The role requires administration, troubleshooting, and working on day-to-day operational issues, with close coordination with respective technical teams.

Responsibilities
  1. Acting as the primary point of contact for daily Genesys cloud issues and concerns.
  2. Providing Tier-2 and Tier-3 support for Genesys Operations.
  3. Troubleshooting day-to-day operational issues related to Genesys and its integrated platforms.
  4. Coordinating multiple tasks or problems with other teams globally.
  5. Performing telephony, contact center, and other solution administration according to standard procedures.
  6. Meting service level targets on all ticketing queues for service requests, change tickets, incidents, and projects.
  7. Tracking daily tasks, change requests, and project work for productivity.
  8. Performing regular Genesys system performance checks.
  9. Maintaining accurate system and client documentation.
  10. Expanding knowledge on multiple platforms as per job requirements.
  11. Fulfilling relevant project roles as per assignments.
  12. Meting assigned project milestones and deadlines.
  13. Providing regular status reports for ongoing projects.


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