Sr. Telecom Engineer

IBEX Global Solutions (Philippines) Inc.; Manila; On-site; PHP 1,200,000 - 2,100,000; Full time

Job summary

IBEX Global Solutions (Philippines) Inc. is seeking a Senior Genesys Cloud Engineer to design, implement, and maintain our contact center and unified communications platform. The role focuses on Genesys Cloud CX Contact Center, with related UC platform responsibilities.

The candidate will lead projects, provide advanced configuration and integration capabilities, and support global customers in a 24x7 environment. Strong ITIL, security, and telephony expertise are essential for success.

Qualifications

• 5-8+ years of Genesys Cloud experience in contact center industry.
• 5-7 years’ experience on other Telephony platforms.

Responsibilities

• Identify, examine, and resolve moderately complex problems with business communication systems.
• Provide high level technical consultation to customers globally.
• Provide complex configuration programming support to internal & external customers.
• Act as Project Lead/Technical Lead on Telecom/Telephony projects as needed.
• Coordinate with stakeholders & partners for end-user installations, configurations, and programming changes.
• Deliver training sessions and knowledge transfer to new joiners.
• Deliver technical KT to external teams as required.
• Create job aids and SOPs for internal teams and customers on demand.
• Perform remote/onsite implementation, demonstrations, and delivery of solutions.
• Handle technical escalations and issues raised by team members.
• Meet SLAs across tickets, changes, incidents, and projects.
• Escalate within Partners Support to minimize downtime.

Skills

Genesys Cloud

Telephony

Contact Center

APIs

SIP Trunks

ITIL

PCI/HIPAA Security

Global 24x7 Support

Cloud Integrations

CRM Integrations

Tools

SIP Trunk Config

AppFoundry Partners

ACD Integrations

Call Recording

Job description

Overview

Team: Central Genesys Cloud Team

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 Genesys Cloud 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

Job 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 elevate when required within Partners Support to avoid downtimes.

Qualifications

About You

• 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, Co-Browse, Interactive Voice response, Voice & Digital Bots, and AppFoundry Partners.
• 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 have 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.