Principal Telecom Engineer

About the role

ibex. is seeking a Principal Telecom Engineer to lead its Telecom and Contact Center Engineering team. The role combines deep technical expertise in Genesys Cloud and enterprise telephony with people leadership, strategic planning, and operational management to ensure high‑quality service delivery and business growth.

Key responsibilities

• Lead, coach and develop a high‑performing Genesys Cloud team, managing workload distribution, resource planning and performance.
• Own end‑to‑end delivery of Genesys Cloud implementations, migrations, managed services and support engagements.
• Monitor project health, KPIs, SLAs, resource utilization and risks, providing regular reports to management and customers.
• Drive operational excellence through process standardisation, automation, ITIL compliance and security governance.
• Maintain strong relationships with customers, partners, vendors and internal stakeholders; lead governance meetings and executive communications.
• Act as the primary escalation point for complex technical and operational issues.
• Provide technical authority on solution architecture, implementation strategies, documentation and best practices for Genesys Cloud and Contact Center solutions.
• Identify, analyse and resolve complex telephony and contact‑center platform issues, supporting capacity planning and optimisation.

Required profile

• Proven experience leading large‑scale telecom or contact‑center engineering teams.
• Strong track record delivering complex Genesys Cloud projects on time and within budget.
• Excellent stakeholder management and ability to communicate technical concepts to senior leadership.
• Strategic mindset with a focus on continuous improvement and operational excellence.

Required skills

• Genesys Cloud platform expertise
• Enterprise telephony design and support (private/public SIP trunks, carrier integrations)
• Third‑party Automatic Call Distribution (ACD) systems
• Solution architecture, migration and integration of contact‑center technologies
• ITIL process knowledge and security governance