Overview
Ibex is looking for a Senior Genesys Cloud Engineer who will be 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 the 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 with respect to Genesys and its integrated platforms, coordinating multiple tasks or problems with other teams globally.
* Performing telephony, contact center, and other solution administration as per standard procedures, meeting all service level targets on all ticketing queues including 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 and a minimum of 2-3 years of experience on any other telephony platform.
* 1-4 years of experience on any Genesys solutions as an administrator.
* Good analytical skills and problem-solving capabilities.
* Excellent case management skills and ability to work independently.
* Must have excellent spoken and written English skills.
* Must be a positive thinker, flexible, and creative.
* Must be willing to help and support other team members as part of teamwork.
* Must be respectful to juniors and peers in other teams and transparent in communication.
* Responds quickly and attentively to changes in department, organization, projects, and processes.
* Must be able to lead the team responsibly to achieve goals, maintain quality standards, and comply with SOPs in a secure environment.
* Bachelor’s degree in IT, CS, or Telecom.
* Any Genesys Cloud certification is a plus.
* Any additional knowledge of contact center solutions on the cloud is a plus.
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