
Telecom Cloud Operations Specialist
1 day ago
We are seeking a skilled Cloud Contact Center Operations Engineer to join our team. The ideal candidate will have experience in supporting global telephony and contact center operations, with a strong understanding of Genesys cloud solutions.
Key Responsibilities:- Act as primary point of contact for daily Genesys cloud issues and concerns.
- Provide Tier-2 and Tier-3 support for Genesys Operations.
- Troubleshoot day-to-day operational issues related to Genesys and its integrated platforms.
- Coordinate multiple tasks or problems with other teams globally.
- Perform telephony, contact center, and other solution administration as per standard procedures.
- Able to meet all service level targets on all ticketing queues for service requests, change tickets, incidents, and projects.
- Track daily tasks, change requests, and project work for productivity.
- Perform daily, weekly, and monthly Genesys system performance checks.
- Prepare and maintain accurate system and client documentation.
- Support multiple platforms and expand knowledge as per job requirements.
- 1-4+ years of experience in the contact center industry, with at least 2-3 years of experience with any other telephony platform.
- Minimum 1-4 years working on any Genesys solutions as an administrator.
- Bachelor's degree in IT, CS, or Telecoms.
- Genesys Cloud Certification is a plus.
- Knowledge of Contact Center Solutions on Cloud is a plus.
- 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.
- Willing to help and support other team members.
- Respectful to juniors and peers, transparent in communication.
- Responds quickly and attentively 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 secure environment.
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