Sr. Telecom Engineer

ibex; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

ibex in the Philippines is seeking a Senior Genesys Cloud Engineer to design, implement, and maintain our contact center and unified communications platform for clients. You will focus on Genesys Cloud CX Contact Center, along with other UC platforms, delivering scalable, reliable solutions.

You will lead projects, provide level-3 support, create configurations, guide development teams, train new joiners, and ensure SLAs are met across global queues.

Qualifications

• 5-8+ years of Genesys Cloud experience in contact center
• Experience with Telephony platforms other than Genesys
• Implementation experience on Telephony, Contact Center, Integrations, Reporting
• Knowledge of PCI/HIPAA environments
• Experience in 24x7 global support
• ITIL service delivery and SLA understanding

Responsibilities

• Design, implement, and maintain Genesys Cloud CX for clients
• Lead projects and provide technical guidance
• Configure and program changes for internal and external customers
• Deliver training and knowledge transfer
• Handle escalations and meet SLAs across queues
• Support on-site and remote deployments
• Collaborate with stakeholders and partners
• Create job aids and MOPs as needed
• Ensure 24x7 global support readiness

Skills

Genesys Cloud

Telephony

Project Lead

Technical Lead

Customer support

SLA management

Tools

APIs

Active Directory

CRM integration

AppFoundry Partners

Job description

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

• 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 escalation 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 understanding on Genesys products in 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 have ability 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.