Associate Telecom Engineer

The Associate Telecom Engineer plays a crucial role in supporting the Central Genesys cloud and telephony operations across IBEX Global contact centers. This position involves acting as the primary point of contact for all telephony-related inquiries and issues. The engineer will be responsible for the administration, troubleshooting, and resolution of daily operational challenges while working closely with various technical teams to ensure smooth telephony services.

Key Responsibilities

- Assist in the configuration, setup, and deployment of the Genesys cloud contact center solution.
- Serve as the point of contact for daily telephony issues and concerns, providing Tier-2 and Tier-3 support.
- Troubleshoot operational issues related to Genesys cloud and its integrated platforms efficiently.
- Coordinate and collaborate with global teams to manage multiple tasks and resolve problems.
- Ensure timely problem resolution within established Service Level Agreements (SLAs).
- Perform changes and administer the Genesys cloud environment following standard procedures.
- Track daily tasks, change requests, and project activities to maintain productivity.
- Prepare and maintain accurate system and client documentation for reference and compliance.
- Support multiple telephony platforms and expand technical knowledge as required by the role.
- Contribute to telephony projects by fulfilling assigned project roles and responsibilities.
- Meet project milestones and deadlines consistently.
- Provide daily and weekly status reports on ongoing projects.
- Proactively close assigned tickets with accurate and comprehensive information.
- Generate various required reports from multiple systems to support operational insights.

Required Qualifications

- Engineering graduate or Bachelor’s degree in IT or Telecommunications.
- Solid conceptual understanding of telecommunication principles, including VoIP (Voice over Internet Protocol), SIP (Session Initiation Protocol), and Contact Center as a Service (CCaaS) models.
- Strong problem-solving skills to diagnose and resolve technical issues related to Genesys Cloud platform configuration, performance, and integrations.
- Excellent time management and multitasking abilities.
- Effective communication skills to collaborate with cross-functional teams, system administrators, and project managers.
- Flexibility and willingness to work any time of day or week, with a significant portion of work occurring during night shifts.
- Understanding of cybersecurity best practices focused on protecting sensitive data and ensuring compliance with relevant regulations and standards.
- Proactive attitude towards continuous learning and adapting to new technologies, tools, and methodologies in telecommunications and contact center solutions.

Preferred Qualifications and Benefits

- Certification or formal training in Genesys Cloud is preferred.
- Additional courses or certifications in Telephony and VoIP technologies are considered a plus.
- Opportunity to work in a dynamic, global environment supporting cutting-edge cloud telephony solutions.
- Exposure to multiple platforms and the chance to develop a broad skill set in contact center technologies.
- Participation in impactful projects with clear milestones and the ability to contribute to the success of large-scale telephony operations.

This role is ideal for candidates who are technically adept, enjoy problem-solving, and are comfortable working in a fast-paced, evolving telecommunications environment. The position offers a valuable opportunity to deepen expertise in Genesys Cloud and related telephony technologies while contributing to the operational excellence of IBEX Global’s contact center infrastructure.