Telecom Engineer

ibex. is an elite CX outsourcer for the world’s startups, scale-ups, and blue-chips. We buildpowerful customer engagement & insight solutions to help protect client investment, mitigatefinancial & operational risk, and accelerate ROI. As Genesys Cloud Engineer, you are responsible for supporting global telephony & contactcenter operations across contact centers. As part of the Genesys cloud team, the engineer’sresponsibilities include acting as POC for all contact center solution requests, be it questions orproblems. The role requires Administration, troubleshooting and working on day-to-dayoperational issues, with close coordination with respective technical teams. Responsibilities Acting as POC for daily, Genesys cloud issues and concerns.

Supporting Genesys Operations as Tier-2 and Tier-3. Troubleshooting day-to-day operational issues with respect to Genesys and itsintegrated Platforms. Coordinating multiple tasks or problems with other teams globally. Performing telephony, contact center, and other solution’s Administration as perStandard procedures. Able to meet all Service level targets on all Ticketing Queues on Service Requests,Change tickets, Incidents and Projects. Tracking daily tasks, change requests and projects work for productivity. Performing daily, weekly, and monthly Genesys system performance checks. Preparing and maintaining accurate system and client documentation. Supporting multiple platforms and expand knowledge as per job requirement.

Fulfilling relevant project roles as per assignments. Meeting assigned project milestones and deadlines. Providing daily / weekly status reports for on-going projects. Qualifications Should have 1-4+ years of experience, in contact center industry and minimum 2-3Years’ Experience Of Any Other Telephony Platform. Minimum working of 1-4 years on any Genesys Solutions as Administrator. Bachelor’s degree in IT, CS and TelecomsAny Genesys Cloud Certification is plus. Any other knowledge on Contact Center Solutions on Cloud is plusSoft 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 incommunication. Responds quickly and attentively to changes in department, organization, projects andprocesses. Must be able to lead team in responsible way to achieve goals, maintain qualitystandards and be compliant to SOPs in a secured environment.