Contact Center Senior Specialist

Location: Gurgaon, India

## About us

Join us at Orange Business!We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.

## About the role

As a vital member of our contact center team, you will troubleshoot complex incidents, enhance operational workflows, and implement cutting-edge solutions within a dynamic environment, ensuring the highest levels of service for our valued customers.

• Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions.
• Work collaboratively with Genesys Support and vendors to resolve critical platform issues efficiently.
• Manage incident response and lead root cause analysis (RCA) for outages and service disruptions.
• Provide operational support for Genesys Cloud CX/Nice CX One/Webex CC solutions based on evolving business requirements.
• Develop and configure IVR flows, call routing strategies, and omnichannel interactions to optimize customer engagement.
• Integrate Genesys Cloud with CRM systems such as Salesforce and Dynamics, along with databases and third-party applications.
• Configure and optimize Automatic Call Distribution (ACD), Workforce Management (WFM), and Workforce Engagement Management (WEM) features.
• Guide the team in daily monitoring, maintenance, and troubleshooting of Genesys Cloud CX/Nice CX One/Webex CC environments.
• Provide support for complex issues, collaborating with Genesys Support when necessary.
• Optimize SIP trunking, voice quality, and overall telephony infrastructure.
• Manage user roles, permissions, and security configurations within the Genesys platform.
• Develop and maintain APIs, webhooks, and integrations with external applications for enhanced functionality.
• Implement AI-powered chatbots, speech analytics, and automation solutions to improve service efficiency.
• Utilize cloud services like AWS, Azure, or GCP for integrations and scalability.
• Analyze call flows, reporting metrics, and KPIs to enhance performance and customer satisfaction.
• Conduct load testing, plan for failover, and manage system upgrades as required.
• Create technical documentation, SOPs, and best practices for the Genesys Cloud/Nice CX One environment.
• Train IT staff and end-users on Genesys Cloud features and recent enhancements while staying updated on industry trends.

## About you

You possess a robust background marked by over 5 years of experience in Contact Center Engineering, with at least 3 years dedicated to hands-on work with Genesys Cloud CX. Your expertise encompasses ACD, IVR, SIP, and omnichannel features, complemented by proficiency in APIs, scripting, and cloud platforms, alongside exceptional communication and problem-solving skills.

**Your professional skills:**

• The candidate will have a minimum of 5 years' experience in Contact Center Engineering, with at least 3 years hands-on with Genesys Cloud CX.
• A deep understanding of ACD, IVR, SIP, WebRTC, and omnichannel features is essential for driving customer engagement.
• Experience with APIs, SDKs, and scripting languages such as JavaScript and Python will be critical for system integration.
• Strong knowledge of cloud platforms like AWS, Azure, and GCP, along with security best practices, is expected.
• Familiarity with integrating Genesys Cloud with CRM systems such as Salesforce or ServiceNow is required.

**Your soft skills:**

• Excellent problem-solving abilities will enable the candidate to navigate complex technical challenges.
• Strong communication skills are essential for collaborating with cross-functional teams and stakeholders.
• Adaptability and a sense of curiosity will facilitate continuous learning and exploration of new concepts.
• An inspiring leadership style will empower team members and promote a positive working environment.

At Orange, we seek individuals who are not only skilled problem solvers but also inspire innovation and collaboration within their teams. You will have the opportunity to lead with a human touch, fostering an environment where curiosity and technological ambition drive us forward. Together, we will create impactful solutions that enhance customer experiences and challenge the status quo.

## What we offer

• **Global Opportunities:** Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• **Flexible Work Environment:** Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• **Professional Development:** Training programs and upskilling/re-skilling opportunities.
• **Career Growth:** Internal growth and mobility opportunities within Orange.
• **Caring and Daring Culture:** Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• **Reward Programs:** Employee Referral Program, Change Maker Awards.

## Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.