Senior Telecom Engineer

UNAVAILABLE; Lahore; On-site; PKR 8,517,000 - 19,876,000; Full time

Job summary

An established industry player is looking for a Senior Engineer to enhance customer engagement solutions. In this dynamic role, you'll design and maintain contact center platforms, focusing on Genesys Cloud CX. Collaborate with global clients, provide technical consultation, and lead projects to ensure seamless communication systems. This position offers a chance to impact client operations positively while working in a fast-paced environment. If you're passionate about technology and customer service, this opportunity is made for you.

Qualifications

• Experience with Genesys Cloud CX and other UC platforms.
• Strong problem-solving skills in business communication systems.

Responsibilities

• Identify and resolve complex issues with communication systems.
• Provide high-level technical support to global customers.
• Act as Project and Technical Lead for telecom projects.

Skills

Genesys Cloud CX

Technical Consultation

Telecom Systems

Problem Solving

Job description

Overview

ibex. is an elite CX outsourcer serving startups, scale-ups, and blue-chip companies worldwide. We develop customer engagement and insight solutions to protect client investments, reduce financial and operational risks, and enhance ROI. As a Senior Engineer, you will be pivotal in designing, implementing, and maintaining our contact center and unified communication platforms for clients. Your main focus will be on Genesys Cloud CX Contact Center, along with other UC platforms.

Responsibilities

1. Identify, examine, and resolve moderately complex problems with business communication systems.
2. Provide high-level technical consultation support to global customers.
3. Support complex configuration programming changes for internal and external clients.
4. Act as Project and Technical Lead on an as-needed basis, particularly on telecom and telephony projects.
5. Collaborate with stakeholders and partners to support end-user installations, configurations, and programming changes.
6. Deliver process training and knowledge transfer to new team members.
7. Provide technical knowledge transfer to external teams based on skills and requirements.
8. Create job aids and method of procedures (MOP) for internal teams and customers upon request.
9. Implement, demonstrate, and deliver solutions remotely or onsite.
10. Handle escalated technical issues and escalations from team members.
11. Meet all service level targets across ticketing queues, including service requests, change tickets, incidents, and projects.
12. Escalate issues within partner support channels to prevent downtimes when necessary.