Senior Telecom Engineer

ibex. is an elite CX outsourcer for the world’s startups, scale-ups, and blue-chips. We build

powerful customer engagement & insight solutions to help protect client investment, mitigate

financial & operational risk, and accelerate ROI.

As Senior Engineer, you will play a crucial role in designing, implementing, and

maintain our contact center and unified communication platform for our clients. Your primary

focus would be on Genesys Cloud CX Contact Center, along with another UC Platform.

Responsibilities

• Identifies, examines, and resolves moderately complex problems with business
  
  

communication systems.

• Provide high level of technical consultation support to customers across globe.
• Provide Complex Configuration Programming changes support to internal & external
  
  

customers.

• Act as Project Lead and Technical Lead on need-to-need basis, especially on Telecom
  
  

and Telephony driven projects.

• Require to work with all stakeholders & partners supporting end-user installations,
  
  

configuration & programming changes.

• Deliver process Training/KT’s new joiners.
• Deliver technical KT to external teams depending upon skills & requirements.
• Create Job Aids, MOP for internal team members & customers on demand.
• Remote/Onsite Implementation, demonstration and delivery of the solution.
• Handle technical escalations & technical issues escalated by team members.
• Able to meet all Service level targets on all Ticketing Queues on Service Requests,
  
  

Change tickets, Incidents and Projects.

• Must be able to escalate when required within Partners Support to avoid downtimes
  
  

Qualifications

• Should have 5-8+ years of Genesys Cloud experience, in contact center industry and
  
  

Minimum 5-7 Years’ Experience Of Any Other Telephony Platform.

• Working on Genesys Cloud Solution with Implementation experience on Telephony,
  
  

Contact Center, Integrations, Reporting, Text & Speech Analytics, Quality Management

(Call Recording), Call Routing, Performance Management, Email, Chat, Social, CoBrowse, Interactive Voice response, Voice & Digital Bots, and AppFoundry Partners.

Central Genesys Cloud Team

June 16, 2021 2

• Must have understanding on Genesys products with multiple used cases for multiple
  
  

industries.

• Should be able to create Private, Public SIP Trunks with multiple Carriers and third party
  
  

ACDs. ITIL model of service delivery, understanding of SLA’s, contracts. Exposure to

supporting global customers, working 24*7 environment.

• Must be able to secure Contact Center platform using several Security techniques in a
  
  

PCI and HIPAA environments.

• Able to proactively plan capacities, based on business requirement, and able to provide
  
  

the Flawless Design in a dynamic way.

• Must have the knowledge on Working of Genesys Cloud in multiple regions/continents
  
  

utilizing Global Media Fabric.

• Must be able to act as SME for software engineers and business users, for effective
  
  

integration and implementation with Genesys products.

• Must have knowledge on APIs with ability to Guide Developer with recommendations.
• Networking Skills: TCP/IP, Session Initiation Protocol, WAN understanding, and
  
  

Telecom CDN knowledge

• Strong technical background, good understanding and knowledge of Software
  
  

Architecture, Integration capabilities and Data models.

• Must have knowledge on Genesys Cloud Integration with Active directory, any known
  
  

CRM and known ERP Solutions.

• Must know about ITIL model of service delivery, understanding of SLA’s and Support
  
  

Contracts.

• Must be able to support global customers, working in 24*7 environment.
  
  

Soft Skills

• Good Analytical skills and problem-solving capabilities.
• Excellent case management skills & able to work independently.
• Must have excellent Spoken and Written English skills.
• Must be positive thinker, flexible and creative.
• Must be willing to help, support other members as teamwork.
• Must be respectable to Juniors and peers in other teams, as well and transparent in
  
  

communication.

• Responds quickly and attentively to changes in department, organization, projects and
  
  

processes.

• Must be able to lead team in responsible way to achieve goals, maintain quality
  
  

standards and be compliant to SOPs in a secured environment.

Education

Bachelor’s degree in IT, CS and Telecoms

• Masters in CS, Telecoms is plus.
• Any Genesys Cloud Certification is plus.
• Any other Telephony Brand like Avaya, and AWS Connect is plus