Associate Genesys Engineer
ibex
Date: 2 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
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.
- 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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