Associate Telecom Engineer

ibex; Lahore; On-site; PKR 1,200,000 - 1,800,000; Full time

Job summary

ibex is seeking an Associate Telecom Engineer to support Central Genesys cloud/telephony operations across IBEX Global contact centers. You will act as the primary contact for telephony inquiries, handling configuration, troubleshooting, and day-to-day operational challenges while collaborating with technical teams.

The role requires engineering background with telephony/VoIP knowledge, strong problem-solving skills, and flexibility to work night shifts as needed.

Qualifications

• Knowledge of VoIP, SIP, and contact centers as a service model.
• Strong time management and multitasking capabilities.
• Ability to diagnose and resolve issues related to Genesys Cloud configurations, performance, and integrations.

Responsibilities

• Assist in configuring, deploying, and supporting Genesys cloud contact center solutions.
• Serve as POC for daily telephony issues and concerns.
• Provide Tier-2 and Tier-3 telephony operations support.
• Troubleshoot day-to-day operational issues with Genesys Cloud and integrated platforms.
• Coordinate tasks across global teams and ensure SLA-aligned resolutions.
• Perform Genesys Cloud changes per standard procedures and document activities.

Skills

Telephony concepts

SIP understanding

Genesys Cloud

Troubleshooting

Documentation

Time management

Education

Engineering degree in IT/Telecom

Job description

Overview

Associate Telecom Engineer is responsible for supporting Central Genesys cloud/telephony operations across IBEX Global contact centers. As a member of the CGC team, the engineer's duties include serving as the point of contact for all telephony inquiries or issues. The position involves administration, troubleshooting, and addressing day-to-day operational challenges while collaborating with relevant technical teams.

Responsibilities

• Assist in the configuration, setup and deployment of Genesys cloud contact center solution
• Acting as POC for daily telephony issues and concerns
• Supporting Telephony Operations as Tier-2 and Tier-3
• Troubleshooting day-to-day operational issues with respect to Genesys cloud and its integrated platforms
• Coordinating multiple tasks or problems with other teams globally
• Ensuring problem resolutions within SLA boundaries
• Performing Genesys cloud changes and administering cloud as per Standard procedures
• Tracking daily tasks, change requests and projects work for productivity
• Preparing and maintaining accurate system and client documentation
• Supporting multiple platforms and expand knowledge as per job requirement
• Supporting Telephony Projects
• Fulfilling relevant project roles as per assignments
• Meeting project milestones / deadlines
• Providing daily / weekly status reports for on-going project
• Able to proactive close tickets assigned with accurate information
• Able to generate multiple required reports from multiple systems

Qualifications

Education criteria: Engineering graduate or BS degree in IT or Telecom. Certification or Trainings in Genesys cloud (preferred) Additional courses in Telephony / VoIP (Plus)

Required Skills

• Conceptual understanding of telecommunication principles, including VoIP (Voice over Internet Protocol), SIP (Session Initiation Protocol), and Contact Centers as Service model
• Excellent time management and multi-tasking skills
• Communication abilities, strong problem-solving skills to diagnose and resolve technical issues related to Genesys Cloud platform configuration, performance, and integrations. Flexibility and availability for working any time of day and any day of week (bulk of the work will be during night time)
• Willingness to adapt to new technologies, tools, and methodologies in the rapidly evolving field of telecommunications and contact center solutions
• Proactive in seeking opportunities for continuous learning and skill development
• Ability to work collaboratively with cross-functional teams, system administrators, and project managers, to ensure successful implementation and operation of Genesys Cloud solutions
• Understanding of cybersecurity best practices and principles, with a focus on protecting sensitive data and ensuring compliance with relevant regulations and standard