Contact Center Sr Specialist

Orange; Gurgaon; Hybrid; INR 1.800.000 - 2.400.000; Vollzeit

Benefits dieser Stelle

Global opportunities

Flexible hybrid work

Professional development

Zusammenfassung

Orange Business Services recherche un(e) Senior Specialist du centre de contact pour relever les défis techniques et améliorer l’expérience client sur des environnements Genesys Cloud CX et omnicanal.

Vous gérerez des incidents IVR et routage, collaborerez avec les équipes et partenaires, et optimiserez les performances avec des outils comme NICE CX One et Webex CC.

Qualifikationen

• Plus de 5 années d’expérience en Contact Center Engineering.
• Expérience pratique d’intégration de Genesys Cloud CX avec des CRM.
• Maîtrise des concepts ACD, IVR, SIP et interactions omnicanal.

Aufgaben

• Diagnostiquer et résoudre des incidents de niveau 2 et 3 liés à l’IVR, au routage et à l’omnicanal.
• Travailler avec les équipes de support Genesys et les fournisseurs pour résoudre les problèmes critiques.
• Gérer les retours d’incidents et les RCA pour les pannes et interruptions.
• Assurer le support opérationnel sur Genesys Cloud CX, NICE CX One et Webex CC selon les besoins métier.
• Développer et configurer les flux IVR et les stratégies de routage.

Kenntnisse

Genesys Cloud CX

IVR

SIP

WebRTC

Omnichannel

APIs

SDKs

JavaScript

Python

Cloud platforms

Tools

Salesforce

Microsoft Dynamics

Jobbeschreibung

Date de publication : Jun 17, 2026, 12:00AM

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.

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.

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.

At Orange, we empower you to solve problems creatively, fuel your tech ambitions, and explore new solutions that challenge the status quo. Join us to not only drive operational success but also foster a culture of learning and collaboration. With our commitment to innovation and your passion for technology, together, we can redefine customer experiences and make a lasting impact.

• 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.

Chez Orange, seules vos compétences comptent.

Quel que soit votre âge, genre, origine, parcours, religion, orientation sexuelle, handicap, neuroatypie, ou apparence, nous encourageons activement la diversité au sein de nos équipes, car elle constitue une force pour le collectif et un vecteur d’innovation.Orange est une entreprise handi-accueillante : n’hésitez pas à nous faire part de vos besoins spécifiques.