Associate Telecom Engineer

About the role

The Associate Telecom Engineer supports the Central Genesys Cloud (CGC) telephony operations for IBEX Global contact centers. Working within the CGC team, you will be the primary point of contact for all telephony‑related inquiries, handling day‑to‑day operational challenges and collaborating with global technical teams.

Key responsibilities

• Assist in configuring, setting up and deploying Genesys Cloud contact‑center solutions.
• Act as the point of contact for daily telephony issues, providing Tier‑2 and Tier‑3 support.
• Troubleshoot operational incidents on Genesys Cloud and its integrated platforms.
• Coordinate tasks and problem resolution with worldwide teams while meeting SLA commitments.
• Execute Genesys Cloud changes and administer the cloud environment according to standard procedures.
• Track daily tasks, change requests and project work to ensure productivity.
• Prepare and maintain accurate system and client documentation.
• Support telephony projects, meet milestones and deliver status reports.
• Proactively close tickets with complete and accurate information and generate required reports.

Required profile

• Engineering graduate or BS degree in IT or Telecommunications.
• Relevant certifications or training in Genesys Cloud (preferred).
• Additional courses in Telephony/VoIP are a plus.
• Flexibility to work any shift, with a majority of work occurring during night hours.
• Willingness to continuously learn new technologies and methodologies.

Required skills

• Genesys Cloud platform administration.
• VoIP and SIP protocol knowledge.
• Contact Center as a Service (CCaaS) concepts.
• Cloud change management and documentation.
• Cybersecurity best practices for protecting sensitive data.