Cloud Solutions Architect

19 hours ago

Karachi, Sindh, Pakistan beBee Careers Full time

Senior Cloud Telephony Engineer

Job Description:

We are seeking a highly skilled Senior Cloud Telephony Engineer to join our team. As a key member of our operations team, you will be responsible for supporting global telephony and contact center operations across various contact centers.

Main Responsibilities:
  • Act as the primary point of contact for daily Genesys cloud issues and concerns.
  • Support Genesys Operations at Tier-2 and Tier-3 levels.
  • Troubleshoot operational issues related to Genesys and integrated platforms, coordinating with global teams.
  • Perform administration of telephony, contact center, and other solutions following standard procedures and meeting all service level targets.
  • Track daily tasks, change requests, and project work for productivity.
  • Conduct regular system performance checks.
  • Maintain accurate system and client documentation.
  • Support multiple platforms and expand knowledge as required.
  • Fulfill project roles as assigned, meeting milestones and deadlines.
  • Provide status reports for ongoing projects.
Qualifications:
  • 1-4+ years of experience in the contact center industry and 2-3 years in another telephony platform.
  • 1-4 years of experience as an administrator on any Genesys solution.
  • Strong analytical and problem-solving skills.
  • Excellent case management and independent working skills.
  • Proficiency in spoken and written English.
  • Positive, flexible, and creative mindset.
  • Team-oriented with a willingness to support colleagues.
  • Respectful communication with juniors and peers, transparent in interactions.
  • Adaptability to organizational and project changes.
  • Ability to lead teams responsibly, maintain quality, and adhere to SOPs in a secure environment.
  • Bachelor's degree in IT, CS, or Telecom.
  • Genesys Cloud Certification and knowledge of cloud contact center solutions are a plus.
Additional Details:
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Engineering and IT
  • Industry: Outsourcing/Offshoring

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