Cloud Contact Center Technical Lead

5 days ago


Karachi, Sindh, Pakistan ibex Full time

Overview

Ibex. is looking for a skilled Senior Genesys Cloud Engineer to support global telephony & contact center operations across contact centers.

The successful candidate will act as the point of contact (POC) for all contact center solution requests, troubleshooting day-to-day operational issues and working closely with technical teams.

Key Responsibilities:

  • Acting as POC for daily Genesys cloud issues and concerns.
  • Supporting Genesys Operations as Tier-2 and Tier-3.
  • Troubleshooting day-to-day operational issues with respect to Genesys and its integrated platforms, coordinating multiple tasks or problems with other teams globally.
  • Performing telephony, contact center, and other solution administration as per standard procedures, meeting all service level targets on all ticketing queues for service requests, change tickets, incidents, and projects.
  • Tracking daily tasks, change requests, and project work for productivity.
  • Performing daily, weekly, and monthly Genesys system performance checks.
  • Preparing and maintaining accurate system and client documentation.
  • Supporting multiple platforms and expanding knowledge as per job requirements.
  • Fulfilling relevant project roles as per assignments.
  • Meeting assigned project milestones and deadlines.
  • Providing daily and weekly status reports for ongoing projects.

Qualifications:

  • 1-4+ years of experience in the contact center industry and a minimum of 2-3 years of experience on any other telephony platform.
  • 1-4 years of experience on any Genesys solutions as an administrator.
  • Good analytical skills and problem-solving capabilities.
  • Excellent case management skills and ability to work independently.
  • Excellent spoken and written English skills.
  • Positive thinker, flexible, and creative.
  • Willingness to help and support other team members.
  • Respectful towards juniors and peers in other teams, with transparent communication.
  • Quick and attentive response to changes in department, organization, projects, and processes.
  • Ability to lead a team responsibly to achieve goals, maintain quality standards, and comply with SOPs in a secured environment.
  • Bachelor's degree in IT, Computer Science, or Telecom.
  • Genesys Cloud certification is a plus.
  • Knowledge of other contact center solutions on the cloud is a plus.


  • Karachi, Sindh, Pakistan ibex Full time

    About the RoleThe 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...


  • Karachi, Sindh, Pakistan ibex Full time

    We are looking for a talented Senior Genesys Cloud Engineer to support our global telephony & contact center operations team.The ideal candidate will be a skilled technical expert with a proven track record of successfully resolving complex technical issues, and excellent communication and collaboration skills.About the Job:Supporting global telephony &...


  • Karachi, Sindh, Pakistan Standard Chartered Full time

    Job DescriptionWe are seeking a skilled Contact Center Specialist to join our team. Key responsibilities include handling client inquiries, providing end-to-end solutions, and maintaining up-to-date knowledge of contact center processes and policies.Key Responsibilities:Handle inbound calls efficiently, offering tailored solutions to meet client needsEnsure...


  • Karachi, Sindh, Pakistan Career Consultants Inc Full time

    Job Title: Phone Banking ManagerJob Summary:We are seeking a seasoned Phone Banking Manager to join our team. The successful candidate will have a strong background in customer service and contact center management, with 3-5 years of experience in a similar role.Key Responsibilities:Develop and implement strategies to improve call center efficiency and...


  • Karachi, Sindh, Pakistan ibex Full time

    Ibex. is seeking a highly skilled Senior Genesys Cloud Engineer to join our team and take on a key role in supporting global telephony & contact center operations.The ideal candidate will have strong technical expertise and excellent problem-solving skills, with a proven track record of successfully resolving complex technical issues.About the...


  • Karachi, Sindh, Pakistan ibex Full time

    Ibex. is seeking a highly experienced Senior Genesys Cloud Engineer to support our global telephony & contact center operations team.The ideal candidate will have a strong background in technical operations, excellent problem-solving skills, and excellent communication and collaboration skills.About the Role:Supporting global telephony & contact center...


  • Karachi, Sindh, Pakistan ibex Full time

    OverviewIbex. is looking for a Senior Genesys Cloud Engineer who will be responsible for supporting global telephony & contact center operations across contact centers. As part of the Genesys cloud team, the engineer's responsibilities include acting as the POC for all contact center solution requests, whether they be questions or problems. The role requires...


  • Karachi, Sindh, Pakistan ibex Full time

    Job SummaryThe Senior Genesys Cloud Engineer position at Ibex involves providing expert-level support for global contact center operations, ensuring seamless delivery of telephony and contact center solutions. If you have a passion for technology and a drive to succeed, this may be the ideal opportunity for you.Key DutiesCollaborating with cross-functional...


  • Karachi, Sindh, Pakistan ibex Full time

    OverviewIbex 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...


  • Karachi, Sindh, Pakistan Pakistan Revenue Automation (Pvt) Ltd. Full time

    Job Overview:Pakistan Revenue Automation (Pvt) Ltd. seeks a highly skilled IT professional to lead our team as a Senior Data Center Specialist. The successful candidate will be responsible for managing our state-of-the-art data centers, ensuring seamless operation, and implementing disaster recovery plans.Key Responsibilities:Designing, planning, and...


  • Karachi, Sindh, Pakistan Pro Work Technical Services Full time

    Job Description: Call Center Office Manager (5 Years Experience)About Company:Pro Work Tech is a leading Service Provider Company in Pakistan. With over 10 years of industry experience, we work with large Enterprise companies internationally. Our services encompass a wide array of call center services such as outbound and inbound calls, sales generation, and...


  • Karachi, Sindh, Pakistan AMJ Cloud Technologies Full time

    We're seeking a skilled Cloud Business Growth Specialist to join our founding team at AMJ Cloud Technologies.Our company overview:AMJ Cloud Technologies is a Karachi-based DevOps and Cloud Consulting agency with a global outlook. We specialize in delivering scalable, multi-cloud solutions (AWS, GCP, Azure, Kubernetes) to clients across the Middle East,...

  • Technical Lead

    3 days ago


    Karachi, Sindh, Pakistan Gaditek Full time

    Gaditek is searching for a seasoned Senior Cloud Engineer to oversee our cloud infrastructure projects.Primary ResponsibilitiesProvide excellent technical support to customers through various channels.Migrate complex web applications and guide junior team members.Assist customers with application load testing and upgrades.Convert complex customer inquiries...


  • Karachi, Sindh, Pakistan Cloud Coherence Full time

    We are looking for an experienced Full Stack Engineering Lead who can drive innovation and excellence in software development at Cloud Coherence. The ideal candidate will have expertise in the MEAN stack and a proven track record in delivering complex projects.About the JobThis role involves leading a team of developers, designing and implementing scalable...


  • Karachi, Sindh, Pakistan Pakistan Revenue Automation (Pvt) Ltd. Full time

    Company Overview:Pakistan Revenue Automation (Pvt) Ltd. is a leading IT services provider, offering cutting-edge solutions to clients across various industries. We are seeking a highly skilled IT professional to join our team as a Network and Security Lead.Job Description:The successful candidate will be responsible for managing our network infrastructure,...


  • Karachi, Sindh, Pakistan ibex Full time

    Role OverviewWe are seeking a skilled Senior Genesys Cloud Engineer to join our team at Ibex. This key role will involve providing critical support for global contact center operations, ensuring seamless delivery of telephony and contact center solutions.Key ResponsibilitiesCollaborating with cross-functional teams to resolve Genesys cloud-related...


  • Karachi, Sindh, Pakistan AUA Solutions Full time

    AUA Solutions offers unique data management solutions to businesses worldwide. As an IT-enabled B2B data company, we provide expert data consultancy services and support clients' sales, marketing, and recruitment efforts. Founded in 2006, we pride ourselves on delivering exceptional client results and fostering a culture of quality and excellence. Our...


  • Karachi, Sindh, Pakistan Zong CMPak Ltd Full time

    Direct message the job poster from Zong CMPak LtdPosition: Manager Cloud PartnershipsReporting to: Regional Business Head Cloud PartnershipsJob Type: PermanentJob Purpose:Relationship Manager Cloud Sales in Government and Corporate Sales will be responsible for driving sales, building strong client relationships, promoting CMPak's comprehensive suite of...


  • Karachi, Sindh, Pakistan Zong CMPak Ltd Full time

    Job OverviewZong CMPak Ltd is seeking a skilled professional to fill the role of Cloud Partnerships Manager. As a key member of our team, you will be responsible for driving sales, building strong client relationships, and promoting our comprehensive suite of Cloud & Data Center solutions.


  • Karachi, Sindh, Pakistan Fetchsky Full time

    At FetchSky, we are seeking a highly skilled Technical Project Manager to lead the delivery of cutting-edge technology solutions. This role offers an exciting opportunity to collaborate with cross-functional teams and contribute to impactful initiatives that shape the future of our technology solutions.Key Responsibilities:End-to-End Project Management:...