Principal Telecom Engineer - Genesys Cloud

About the role

ibex., an elite CX outsourcer, is looking for a Principal Telecom Engineer to lead its Telecom and Contact Center Engineering team. The role covers implementation, support, managed services and consulting engagements, with a strong focus on Genesys Cloud. It combines technical expertise with people leadership, strategic planning and operational management to ensure service quality, SLA compliance and business growth.

Key responsibilities

• Lead, coach and develop a high-performing Genesys Cloud team, and manage day-to-day operations including workload distribution, resource planning and performance management.
• Own delivery of Genesys Cloud implementation, migration, managed services and support engagements on time, within scope, budget and quality expectations.
• Monitor project health, KPIs, SLAs, customer commitments, risks and dependencies, and provide regular management and customer reports.
• Drive operational excellence through process standardization, automation, continuous improvement and adherence to ITIL processes, governance and security policies.
• Build relationships with customers, partners and vendors, and act as the primary escalation point for complex technical and operational issues.
• Act as technical authority for Genesys Cloud and Contact Center solutions, reviewing architectures, documentation, MOPs and best practices, and guiding complex deployments, integrations and migrations.
• Develop technical proposals, SOWs, solution designs, effort estimations and UAT plans; coordinate with carriers and vendors to maintain SLA compliance.
• Design and support enterprise telephony solutions such as SIP trunks, carrier integrations, third-party ACDs and multi-region Genesys Cloud deployments, ensuring compliance with PCI DSS, HIPAA, FedRAMP and other standards.

Required profile

• Bachelor's degree in Computer Science, Information Technology, Telecommunications or a related field; a Master's in CS or Telecoms is a plus.
• 10+ years of contact center and telecom industry experience.
• At least 5 years leading technical teams in a customer-facing environment.
• Proven experience delivering enterprise contact center solutions and managing implementation and managed service teams.

Required skills

• Profound knowledge of Genesys Solutions, with administration or implementation experience across telephony, contact center, integrations, reporting, analytics, call routing, workforce management, IVR, bots and AppFoundry.
• Networking and telecom expertise including TCP/IP, SIP, WAN and telecom infrastructure.
• Excellent communication, presentation, analytical and problem-solving skills, and ability to influence cross-functional teams.