Principal Telecom Engineer, Genesys Cloud Leader

ibex

Lahore

On-site

PKR 4,000,000 - 7,000,000

Full time

14 days+

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Job summary

ibex is seeking a Principal Telecom Engineer to lead the Genesys Cloud team, guiding delivery of implementation, migration, managed services, and support engagements across telecom and contact center technologies. You will ensure SLA compliance and customer satisfaction while shaping strategic delivery across global clients.

The role demands strong leadership, deep Genesys Cloud expertise, and a proven track record in enterprise deployments, integrations, and governance.

Qualifications

Bachelor’s degree in IT, CS, Telecom or related field.
10+ years in Contact Center and Telecom.
Minimum 5 years leading technical teams in customer-facing environments.
Extensive experience delivering enterprise Contact Center solutions.
Proven experience managing implementation and managed service teams.
Proficient knowledge of Genesys Solutions including Telephony, Contact Center, Integrations, Reporting, Analytics, and more.

Responsibilities

Lead, coach, and develop a Genesys Cloud team to drive accountability and growth.
Oversee day-to-day operations including workload planning and performance management.
Own successful delivery of Genesys Cloud implementations, migrations, managed services, and support engagements.
Monitor KPIs, SLAs, risks, and provide regular reports to management and customers.
Drive ITIL-aligned governance, security, and process standardization.
Build and maintain relationships with customers, partners, and internal stakeholders.
Serve as escalation point for complex issues and ensure high customer satisfaction.