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

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’s Administration as per
Standard procedures.
• Able to meet all Service level targets on all Ticketing Queues on Service Requests,
Change tickets, Incidents and Projects.
• Tracking daily tasks, change requests and projects work for productivity.
• Performing daily, weekly, and monthly Genesys system performance checks.
• Preparing and maintaining accurate system and client documentation.
• Supporting multiple platforms and expand knowledge as per job requirement.
• Fulfilling relevant project roles as per assignments.
• Meeting assigned project milestones and deadlines.
• Providing daily / weekly status reports for on-going projects

Bachelor’s degree in IT, CS and Telecoms
*Any Genesys Cloud Certification is plus.
*Any other knowledge on Contact Center Solutions on Cloud is plus.