Contact Center Senior Specialist

Orange; Gurugram District; Híbrido; INR 1.200.000 - 2.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Global opportunities

Hybrid work environment

Professional development

Descripción de la vacante

Orange is hiring a Contact Center Senior Specialist to elevate customer service by resolving complex issues and integrating cutting-edge technologies across Genesys Cloud CX. You will troubleshoot escalated incidents, collaborate with vendors, and drive operational excellence in omnichannel environments.

You will configure IVR flows, optimize routing, and integrate Genesys Cloud with CRM systems like Salesforce and MS Dynamics, while analyzing KPIs to improve performance.

Formación

• Over 5 years in Contact Center Engineering.
• Hands-on with Genesys Cloud CX (3+ years).

Responsabilidades

• Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions.
• Work with Genesys Support and vendors to resolve critical platform issues.
• Manage incident response and RCA for outages and service disruptions.
• Provide operational support on Genesys Cloud CX, NICE CX One, and Webex CC solutions.
• Develop and configure IVR flows, call routing strategies, and omnichannel interactions.
• Integrate Genesys Cloud with CRM systems, databases, and third-party applications.
• Optimize ACD, Workforce Management, and Workforce Engagement Management features.
• Guide the team on daily monitoring, maintenance, and troubleshooting of Genesys environments.
• Provide support for complex issues, collaborating with Genesys Support as necessary.
• Analyze call flows, reporting metrics, and KPIs to improve performance effectively.

Conocimientos

Genesys Cloud CX

ACD

IVR

SIP

WebRTC

APIs

SDKs

JavaScript

Python

Cloud platforms (AWS, Azure, GCP)

CRM integrations (Salesforce, MS-Dyn)

Herramientas

Salesforce

Microsoft Dynamics

AWS

Azure

GCP

Descripción del empleo

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 Contact Center Senior Specialist, your mission is to elevate our customer service experience by efficiently resolving complex issues and integrating cutting-edge technologies that drive operational excellence.

• Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions.
• Work with Genesys Support and vendors to resolve critical platform issues.
• Manage incident response and root cause analysis (RCA) for outages and service disruptions.
• Provide operational support on Genesys Cloud CX, NICE CX One, and Webex CC solutions based on business requirements.
• Develop and configure IVR flows, call routing strategies, and omnichannel interactions.
• Integrate Genesys Cloud with CRM systems, databases, and third-party applications.
• Optimize ACD, Workforce Management, and Workforce Engagement Management features.
• Guide the team on daily monitoring, maintenance, and troubleshooting of Genesys environments.
• Provide support for complex issues, collaborating with Genesys Support as necessary.
• Analyze call flows, reporting metrics, and KPIs to improve performance effectively.

About you

You are an experienced Contact Center Engineer with over five years in the field and a strong focus on Genesys Cloud CX. Your technical proficiency is complemented by your ability to communicate effectively, troubleshoot complex issues, and foster team collaboration in a dynamic environment.

Your professional skills:

• You possess over five years of experience in Contact Center Engineering and at least three years of hands-on experience with Genesys Cloud CX.
• Your deep understanding of ACD, IVR, SIP, WebRTC, and omnichannel features allows you to deliver exceptional service.
• You have a proven history of successfully integrating Genesys Cloud with various CRM systems like Salesforce and Microsoft Dynamics.
• Your proficiency in APIs, SDKs, and scripting languages such as JavaScript and Python enhances system functionality.
• You demonstrate strong knowledge of cloud platforms such as AWS, Azure, and GCP, including security best practices.

Your soft skills:

• You excel in problem-solving and troubleshooting, effectively addressing and resolving diverse challenges.
• Your excellent communication skills enable you to collaborate successfully within a team and with stakeholders.
• You adapt swiftly to changing environments, showcasing your curiosity and passion for learning.
• Your strong leadership qualities inspire your colleagues and promote a positive, collaborative atmosphere.
• You exhibit open-mindedness while maintaining high standards, balancing demands with a human touch.

You bring passion, energy, taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

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.