Sr. Telecom Engineer

ibex; Palestine (TX); On-site; USD 120,000 - 160,000; Full time

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.

Skills

Genesys Cloud

Telephony

ITIL Service

PCI HIPAA Security

SIP Trunking

API Integration

Developer Guidance

24x7 Support

TCP/IP Networking

Call Routing

Project Lead

UC Platform

Data Models

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 Senior Genesys Cloud Engineer, you will play a crucial role in designing, implementing, and maintain our contact center and unified communication platform for our clients. Your primary focus would be on Genesys Cloud CX Contact Center, along with another UC Platform.

Job Responsibilities

• Identifies, examines, and resolves moderately complex problems with business communication systems.
• Provide high level of 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 need-to-need basis, especially on Telecom and Telephony driven projects.
• Require to work with all stakeholders & partners supporting end-user installations, configuration & programming changes.
• Deliver process Training/KT’s new joiners.
• Deliver technical KT to external teams depending upon skills & requirements.
• Create Job Aids, MOP for internal team members & customers on demand.
• Remote/Onsite Implementation, demonstration and delivery of the solution.
• Handle technical escalations & technical issues escalated by team members.
• Able to meet all Service level targets on all Ticketing Queues on Service Requests, Change tickets, Incidents and Projects.
• Must be able to escalate when required within Partners Support to avoid downtimes.

About You

• Should have 5-8+ years of Genesys Cloud experience, in contact center industry and minimum 5-7 years’ Experience of any other Telephony platform.
• Working on Genesys Cloud Solution with Implementation experience on Telephony, Contact Center, Integrations, Reporting, Text & Speech Analytics, Quality Management (Call Recording), Call Routing, Performance Management, Email, Chat, Social, Co-Browse, Interactive Voice response, Voice & Digital Bots, and AppFoundry Partners.
• Must have understanding on Genesys products with multiple used cases for multiple industries.
• Should be able to create Private, Public SIP Trunks with multiple Carriers and third party ACDs. ITIL model of service delivery, understanding of SLA’s, contracts. Exposure to supporting global customers, working 24*7 environment.
• Must be able to secure Contact Center platform using several Security techniques in a PCI and HIPAA environments.
• Able to proactively plan capacities, based on business requirement, and able to provide the Flawless Design in a dynamic way.
• Must have the knowledge on Working of Genesys Cloud in multiple regions/continents utilizing Global Media Fabric.
• Must be able to act as SME for software engineers and business users, for effective integration and implementation with Genesys products.
• Must have knowledge on APIs with ability to Guide Developer with recommendations.
• Networking Skills TCP/IP, Session Initiation Protocol, WAN understanding, and Telecom CDN knowledge
• Strong technical background, good understanding and knowledge of Software Architecture, Integration capabilities and Data models.
• Must have knowledge on Genesys Cloud Integration with Active directory, any known CRM and known ERP Solutions.
• Must know about ITIL model of service delivery, understanding of SLA’s and Support Contracts.
• Must be able to support global customers, working in 24*7 environment.