Overview
Ibex is looking for an Associate Genesys Engineer who will be responsible for supporting Central Genesys cloud/telephony operations across contact centers in a client-facing role. As a member of the Genesys Cloud team, the engineer's duties include serving as the point of contact for all telephony inquiries or issues. The position involves administration, troubleshooting, and addressing day-to-day operational challenges while collaborating with relevant technical teams.
Responsibilities
* Assist in the configuration, setup, and deployment of Genesys cloud contact center solution.
* Act as the point of contact for daily telephony issues and concerns.
* Support Telephony Operations as Tier-2 and Tier-3.
* Troubleshoot day-to-day operational issues with respect to Genesys cloud and its integrated platforms.
* Coordinate multiple tasks or problems with other teams globally.
* Ensure problem resolutions within SLA boundaries.
* Perform Genesys cloud changes and administer the cloud as per standard procedures.
* Track daily tasks, change requests, and project work for productivity.
* Prepare and maintain accurate system and client documentation.
* Support multiple platforms and expand knowledge as per job requirement.
* Support Telephony Projects.
* Fulfill relevant project roles as per assignments.
* Meet project milestones and deadlines.
* Provide daily and weekly status reports for ongoing projects.
* Proactively close tickets assigned with accurate information.
* Generate multiple required reports from various systems.
Qualifications
* Engineering graduate or BS degree in IT or Telecom.
* Certification or training in Genesys cloud (preferred).
* Additional courses in Telephony / VoIP (plus).
* Conceptual understanding of telecommunication principles, including VoIP (Voice over Internet Protocol), SIP (Session Initiation Protocol), and Contact Centers as a Service model.
* Excellent time management and multi-tasking skills.
* Strong communication abilities and problem-solving skills to diagnose and resolve technical issues related to Genesys Cloud platform configuration, performance, and integrations.
* Flexibility and availability for working any time of day and any day of the week (bulk of the work will be during nighttime).
* Willingness to adapt to new technologies, tools, and methodologies in the rapidly evolving field of telecommunications and contact center solutions.
* Proactive in seeking opportunities for continuous learning and skill development.
* Ability to work collaboratively with cross-functional teams, system administrators, and project managers to ensure successful implementation and operation of Genesys Cloud solution.
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