Associate Genesys Engineer

ibex. Pakistan


Date: 4 weeks ago
City: Karachi
Contract type: Full time
Ibex. is looking for an "Associate Genesys Engineer" who will responsible for supporting Central Genesys cloud/telephony operations across contact centers in a client-facing role. As a member of the Genesys Cloud team, the engineer's duties include serving as the point of contact for all telephony inquiries or issues. The position involves administration, troubleshooting, and addressing day-to-day operational challenges while collaborating with relevant technical teams

Responsibilities

  • Assist in the configuration, setup and deployment of Genesys cloud contact center solution.
  • Acting as POC for daily telephony issues and concerns.
  • Supporting Telephony Operations as Tier-2 and Tier-3.
  • Troubleshooting day-to-day operational issues with respect to Genesys cloud and its integrated platforms.
  • Coordinating multiple tasks or problems with other teams globally.
  • Ensuring problem resolutions within SLA boundaries.
  • Performing Genesys cloud changes and administering cloud as per Standard procedures.
  • Tracking daily tasks, change requests and projects work for productivity.
  • Preparing and maintaining accurate system and client documentation.
  • Supporting multiple platforms and expand knowledge as per job requirement.
  • Supporting Telephony Projects.
  • Fulfilling relevant project roles as per assignments.
  • Meeting project milestones / deadlines.
  • Providing daily / weekly status reports for on-going project.
  • Able to proactive close tickets assigned with accurate information.
  • Able to generate multiple required reports from multiple systems.

Qualifications

  • Engineering graduate or BS degree in IT or Telecom.
  • Certification or Trainings in Genesys cloud (preferred).
  • Additional courses in Telephony / VoIP (Plus).
  • Conceptual understanding of telecommunication principles, including VoIP (Voice over Internet Protocol), SIP (Session Initiation Protocol), and Contact Centers as Service model.
  • Excellent time management and multi-tasking skills.
  • Communication abilities, Strong problem-solving skills to diagnose and resolve technical issues related to Genesys Cloud platform configuration, performance, and integrations.
  • Flexibility and availability for working any time of day and any day of week (bulk of the work will be during nighttime).
  • Willingness to adapt to new technologies, tools, and methodologies in the rapidly evolving field of telecommunications and contact center solutions.
  • Proactive in seeking opportunities for continuous learning and skill development.
  • Ability to work collaboratively with cross-functional teams, system administrators, and project managers, to ensure successful implementation and operation of Genesys Cloud solution

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