📌 Talent Approach – Egypt Market ContextGenesys-certified talent is scarce in Egypt. This role is therefore designed to attract strong VoIP / UnifiedCommunications engineers who bring solid foundations in SIP, Linux, and SQL — and who will be upskilledon the Genesys platform through a structured onboarding and certification programme sponsored by IST.Candidates with Cisco CUCM, Asterisk, FreeSWITCH, Avaya, or similar contact center/telephony backgroundsare strongly encouraged to apply, provided they demonstrate the technical aptitude to transition to Genesys.About the Role:As part of IST's expansion into Egypt, we are looking for a motivated and technically versatile System Engineer to join our Unified Communications and Contact Center team. You will support the deployment, operation, and administration of contact center and telephony infrastructure — with a growth path toward becoming a fully qualified Genesys engineer. This role is ideal for a VoIP or communications engineer who is eager to broaden their expertise into enterprise contact center platforms.Key Responsibilities:VoIP & Telephony InfrastructureInstall, configure, and maintain SIP trunks, VoIP gateways, and PBX/UC platforms in the Egypt environmentManage and troubleshoot SIP signaling, RTP media paths, codec negotiation, and call quality issuesSupport day-to-day operations of the contact center telephony infrastructure, ensuring high availability and performanceLiaise with local telecom carriers for circuit provisioning, number management, and fault resolutionGenesys Platform Support (with Upskilling Path)Assist in the deployment and configuration of Genesys Engage and/or Genesys Cloud CX components under senior guidanceSupport administration of Genesys routing strategies, IVR call flows, agent groups, and skills-based routingMonitor Genesys platform health, generate performance reports, and escalate anomalies appropriatelyParticipate in Genesys training and certification programmes sponsored by IST as part of structured developmentLinux Systems AdministrationAdminister Linux-based servers (RHEL / CentOS / Ubuntu) hosting telephony and contact center servicesPerform OS-level troubleshooting, patch management, log analysis, and performance tuningManage services, daemons, firewall rules (iptables/firewalld), and network interfaces on Linux hostsAutomate routine operational tasks using Bash or Python scriptingDatabase Administration & ReportingWrite and maintain SQL queries for operational reporting, CDR extraction, and contact center performance analyticsSupport database administration tasks on PostgreSQL or MS SQL Server instances used by UC/CC platformsAssist in ETL processes and data validation for contact center reporting dashboardsInvestigate data discrepancies and work with application teams to ensure reporting accuracyOperations & SupportProvide 2nd-line technical support for incidents related to telephony, contact center, and unified communications systemsFollow ITIL-based incident, change, and problem management processes using the corporate ITSM toolMaintain technical documentation: system configurations, network diagrams, runbooks, and SOPsParticipate in on-call rotations and planned maintenance windows as requiredRequired Qualifications & Experience:EducationBachelor's degree in Telecommunications, Computer Engineering, Information Systems, or a related disciplineRelevant technical certifications are valued equally alongside formal academic qualificationsExperienceMinimum 3 years of experience in VoIP, Unified Communications, or contact center infrastructure engineeringHands-on experience with SIP protocol, VoIP gateways, and telephony troubleshooting (mandatory)Working experience with Linux server administration in a production environment (mandatory)Practical experience writing SQL queries for reporting or data extraction (mandatory)Exposure to contact center platforms (Genesys, Cisco CUCM/UCCX, Avaya, Asterisk, FreeSWITCH, or similar) is an advantageCore Technical Skills – Must Have:VoIP & SIP: SIP signaling, RTP, SRTP, SIP trunking, codec management (G.711, G.729, Opus)Linux: RHEL/CentOS/Ubuntu administration, shell scripting, log analysis, service managementSQL: Query writing, stored procedures, report generation (PostgreSQL or MS SQL Server)Networking: TCP/IP, VLANs, QoS for voice, DNS, DHCP, basic firewall rulesTechnical Skills – Nice to Have:Genesys Engage or Genesys Cloud CX (any exposure or training)Cisco CUCM, Avaya Aura, Asterisk, or FreeSWITCH administrationPython or PowerShell scripting for automationCloud platforms: AWS, Azure (basic familiarity)ITSM tools: ServiceNow or equivalentCertifications:Preferred (at Hiring)Cisco CCNA Collaboration / CCNP CollaborationAvaya Certified Implementation Specialist (ACIS)CompTIA Network+ or Linux+ / RHCSAITIL Foundation v4