Lead Genesys Cloud Engineer - Contact Center Solutions

ibex

Palestine (TX)

On-site

USD 120,000 - 160,000

Full time

14 days+

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Job summary

ibex is hiring a Senior Genesys Cloud Engineer to design, implement, and maintain our contact center and unified communications platform for clients worldwide. The role focuses on Genesys Cloud CX Contact Center, with additional UC Platform work.

You will lead projects, configure complex telephony setups, and ensure security in PCI/HIPAA environments. You will collaborate with stakeholders across the globe, mentor junior staff, create operation guides, and support 24x7 operations.

Qualifications

5-8+ years of Genesys Cloud experience in contact center.
Experience with Telephony platforms and contact center integrations.
Understanding of ITIL service delivery and SLA fundamentals.
Security in PCI and HIPAA environments.

Responsibilities

Identifies, examines, and resolves moderately complex problems with business communication systems.
Provide high level 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 Telecom/Telephony driven projects.
Work with stakeholders on end-user installations, configuration & programming changes.
Deliver process Training/KT for new joiners.
Deliver technical KT to external teams as needed.
Create Job Aids, MOP for internal teams & customers on demand.
Remote/Onsite implementation, demonstration and delivery of the solution.
Handle technical escalations & issues escalated by team members.
Meet all Service level targets on all ticketing queues and projects.