Telecom Solutions Expert

3 days ago

Lahore, Punjab, Pakistan beBeeTelecomEngineer Full time 3,200,000 - 4,200,000

At the heart of our operations is the role of a Telecom Engineer, who plays a pivotal part in ensuring seamless global telephony and contact center functionality. As part of our Central Genesys cloud team, this individual serves as the primary point of contact for all contact center solution inquiries and issues. The Telecom Engineer's responsibilities are multifaceted and require close collaboration with respective technical teams.

Responsibilities
  1. The Telecom Engineer acts as the primary point of contact for daily Genesys cloud concerns and issues, providing timely resolutions to ensure minimal disruption to our operations.
  2. In their capacity as Tier-2 and Tier-3 support, they assist in troubleshooting day-to-day operational issues related to Genesys and its integrated platforms, working closely with technical teams to resolve complex problems.
  3. This role involves administering telephony, contact center, and other solutions according to established procedures, while also coordinating multiple tasks or problems with other teams globally.
  4. The Telecom Engineer is responsible for meeting service level targets on all ticketing queues for service requests, change tickets, incidents, and projects, ensuring prompt and effective resolution of issues.
  5. To enhance productivity, they track daily tasks, change requests, and project work, perform daily, weekly, and monthly Genesys system performance checks, and maintain accurate system and client documentation.
  6. Furthermore, the Telecom Engineer supports multiple platforms, expands their knowledge as per job requirements, fulfills relevant project roles as per assignments, and meets assigned project milestones and deadlines.
  7. Finally, they provide daily/weekly status reports for ongoing projects, ensuring transparency and accountability in their work.
Qualifications

To excel in this role, candidates should possess a Bachelor's degree in IT, CS, or Telecoms, with any Genesys Cloud Certification being a significant advantage. Additionally, prior knowledge of contact center solutions on cloud is highly valued.

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