Senior Genesys Cloud Engineer: Telephony & CX

Ibex Limited; Quezon City; Hybride; PHP 900 000 - 1 900 000; Plein temps

Résumé du poste

Ibex Limited is seeking a Senior Genesys Cloud Engineer to design, implement, and maintain our contact center and unified communication platform for clients worldwide. The role focuses on Genesys Cloud CX Contact Center with related UC platform capabilities.

You will act as SME for integration projects, lead technical efforts, and collaborate with stakeholders to ensure high availability and optimal performance across regions. Flexible onsite/remote options may be available.

Qualifications

• 5-8+ years of Genesys Cloud experience in contact centers.
• Experience with Telephony platforms and integrations.
• Knowledge of APIs and developer guidance.
• ITIL service delivery and SLA understanding.
• Experience supporting global customers in 24/7 environments.

Responsabilités

• Identify, examine, and resolve moderately complex problems with business communication systems.
• Provide high level 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.
• Work with stakeholders & partners supporting end-user installations, configuration & programming changes.
• Deliver process Training/KT’s to 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 & escalations by team members.
• Meet all Service level targets on all Ticketing Queues.
• Elevate when required within Partners Support to avoid downtimes.

Connaissances

Genesys Cloud

Telephony

APIs

ITIL/SLA

Global support

Project lead

Active Directory

Outils

Active Directory

Description du poste

Ibex Limited is seeking a Senior Genesys Cloud Engineer to design, implement, and maintain our contact center and unified communication platform for clients worldwide. The role focuses on Genesys Cloud CX Contact Center with related UC platform capabilities.

You will act as SME for integration projects, lead technical efforts, and collaborate with stakeholders to ensure high availability and optimal performance across regions. Flexible onsite/remote options may be available.