Associate Telecom Engineer is responsible for supporting Central Genesys
cloud/telephony operations across IBEX Global contact centers. As a member of the CGC
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.

• Assist in the configuration, setup and deployment of Genesys cloud contact center
solution
• Acting as POC for daily telephony issues and concerns.
• Supporting Telephony Operations as Tier-2 and Tier-3.
• Troubleshooting day-to-day operational issues with respect to Genesys
cloud and its integrated platforms.
• Coordinating multiple tasks or problems with other teams globally.
• Ensuring problem resolutions within SLA boundaries.
• Performing Genesys cloud changes and administering cloud as per Standard
procedures.
• Tracking daily tasks, change requests and projects work for productivity.
• Preparing and maintaining accurate system and client documentation.
• Supporting multiple platforms and expand knowledge as per job requirement.
• Supporting Telephony Projects
• Fulfilling relevant project roles as per assignments.
• Meeting project milestones / deadlines.
• Providing daily / weekly status reports for on-going project
• Able to proactive close tickets assigned with accurate information.
• Able to generate multiple required reports from multiple systems

Education criteria:

Engineering graduate or BS degree in IT or Telecom.
Certification or Trainings in Genesys cloud (preferred)
Additional courses in Telephony / VoIP (Plus)

Required Skills:
• Conceptual understanding of telecommunication principles, including VoIP (Voice over
Internet Protocol), SIP (Session Initiation Protocol), and Contact Centers as Service model.
• Excellent time management and multi-tasking skills.
• Communication abilities, Strong 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 week
(bulk of the work will be during night time)
• 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
solutions
• Understanding of cybersecurity best practices and principles, with a focus on protecting
sensitive data and ensuring compliance with relevant regulations and standard