Telecom Engineer

ibex; Lahore; On-site; PKR 1,400,000 - 2,000,000; Full time

Job summary

A leading CX outsourcer in Lahore is seeking a Genesys Cloud Engineer responsible for supporting global telephony and contact center operations. The ideal candidate will have 1-4 years of experience, expertise in Genesys solutions, and a relevant bachelor's degree. Strong analytical skills and ability to work independently are essential for success in this role.

Qualifications

• 1-4+ years of experience in the contact center industry.
• Minimum 1-4 years of experience working on any Genesys solutions as an administrator.
• Any Genesys Cloud certification is a plus.

Responsibilities

• Acting as POC for daily Genesys cloud issues.
• Supporting Genesys Operations as Tier-2 and Tier-3.
• Troubleshooting operational issues related to Genesys.
• Coordinating tasks with other teams globally.

Skills

Analytical skills

Problem-solving capabilities

Case management

Excellent communication skills

Team leadership

Education

Bachelor's degree in IT, CS, or Telecoms

Tools

Genesys Cloud

Telephony systems

Job description

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 a Genesys Cloud Engineer, you are responsible for supporting global telephony & contact center operations across contact centers. As part of the Genesys cloud team, the engineer’s responsibilities include acting as POC for all contact center solution requests, whether questions or problems. The role requires administration, troubleshooting, and working on day-to-day operational issues, with close coordination with respective technical teams.

Responsibilities

• Acting as POC for daily Genesys cloud issues and concerns.
• Supporting Genesys Operations as Tier-2 and Tier-3.
• Troubleshooting day-to-day operational issues related to Genesys and its integrated platforms.
• Coordinating multiple tasks or problems with other teams globally.
• Performing telephony, contact center, and other solutions’ administration as per standard procedures.
• Able to meet all service level targets on all ticketing queues for service requests, change tickets, incidents, and projects.
• Tracking daily tasks, change requests, and project work for productivity.
• Performing daily, weekly, and monthly Genesys system performance checks.
• Preparing and maintaining accurate system and client documentation.
• Supporting multiple platforms and expanding knowledge as per job requirements.
• Fulfilling relevant project roles as per assignments.
• Meeting assigned project milestones and deadlines.
• Providing daily/weekly status reports for ongoing projects.

Qualifications

• 1-4+ years of experience in the contact center industry, with a minimum of 2-3 years’ experience on any other telephony platform.
• Minimum 1-4 years of experience working on any Genesys solutions as an administrator.
• Bachelor’s degree in IT, CS, or Telecoms.
• Any Genesys Cloud certification is a plus.
• Knowledge of contact center solutions on cloud is a plus.

Soft Skills

• Good analytical skills and problem-solving capabilities.
• Excellent case management skills & able to work independently.
• Excellent spoken and written English skills.
• Positive thinker, flexible, and creative.
• Willing to support and help team members.
• Respectful to juniors and peers, transparent in communication.
• Responds quickly and attentively to changes in department, organization, projects, and processes.
• Ability to lead a team responsibly to achieve goals, maintain quality standards, and comply with SOPs in a secure environment.