Associate Genesys Engineer

1 week ago

Loch Garman, Loch Garman, Ireland Unavailable Full time

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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