Senior Telecom Engineer
ibex
Date: 2 weeks ago
City: Lahore
Contract type: Full time

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
(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
supporting global customers, working 24*7 environment.
Education
Bachelor’s degree in IT, CS and Telecoms
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
- Provide high level of technical consultation support to customers across globe.
- Provide Complex Configuration Programming changes support to internal & external
- Act as Project Lead and Technical Lead on need-to-need basis, especially on Telecom
- Require to work with all stakeholders & partners supporting end-user installations,
- 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,
- Must be able to escalate when required within Partners Support to avoid downtimes
- Should have 5-8+ years of Genesys Cloud experience, in contact center industry and
- Working on Genesys Cloud Solution with Implementation experience on Telephony,
(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
- Should be able to create Private, Public SIP Trunks with multiple Carriers and third party
supporting global customers, working 24*7 environment.
- Must be able to secure Contact Center platform using several Security techniques in a
- Able to proactively plan capacities, based on business requirement, and able to provide
- Must have the knowledge on Working of Genesys Cloud in multiple regions/continents
- Must be able to act as SME for software engineers and business users, for effective
- Must have knowledge on APIs with ability to Guide Developer with recommendations.
- Networking Skills: TCP/IP, Session Initiation Protocol, WAN understanding, and
- Strong technical background, good understanding and knowledge of Software
- Must have knowledge on Genesys Cloud Integration with Active directory, any known
- Must know about ITIL model of service delivery, understanding of SLA’s and Support
- Must be able to support global customers, working in 24*7 environment.
- 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
- Responds quickly and attentively to changes in department, organization, projects and
- Must be able to lead team in responsible way to achieve goals, maintain quality
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
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