Overview:

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 Genesys Cloud Engineer, you are 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 POC for all contact center solution requests, be it questions or
problems. The role requires Administration, troubleshooting and working on day-to-day
operational issues, with close coordination with respective technical teams.

Job 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’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.

Soft Skills:

• Good Analytical skills and problem-solving capabilities.
• Excellent case management skills & able to work independently.
• Must have excellent Spoken and Written English skills.
• Must be positive thinker, flexible and creative.
• Must be willing to help, support other members as teamwork.
• Must be respectable to Juniors and peers in other teams, as well and transparent in
communication.
• Responds quickly and attentively to changes in department, organization, projects and
processes.
• Must be able to lead team in responsible way to achieve goals, maintain quality
standards and be compliant to SOPs in a secured environment.

Qualification:

• Should have 1-4+ years of experience, in contact center industry and minimum 2-3
  years’ Experience of any other Telephony platform.
• Minimum working of 1-4 years on any Genesys Solutions as Administrator
• 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.