Telecom Cloud Operations Specialist

1 day ago


Lahore, Punjab, Pakistan beBee Careers Full time
Cloud Contact Center Operations Engineer

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:
  1. Act as primary point of contact for daily Genesys cloud issues and concerns.
  2. Provide Tier-2 and Tier-3 support for Genesys Operations.
  3. Troubleshoot day-to-day operational issues related to Genesys and its integrated platforms.
  4. Coordinate multiple tasks or problems with other teams globally.
  5. Perform telephony, contact center, and other solution administration as per standard procedures.
  6. Able to meet all service level targets on all ticketing queues for service requests, change tickets, incidents, and projects.
  7. Track daily tasks, change requests, and project work for productivity.
  8. Perform daily, weekly, and monthly Genesys system performance checks.
  9. Prepare and maintain accurate system and client documentation.
  10. Support multiple platforms and expand knowledge as per job requirements.
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.
Soft Skills:
  • 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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