Senior Technical Consultant - Genesys

Orange Business; Maharashtra; Hybrid; INR 1,000,000 - 1,600,000; Full time

Benefits offered by this job

Global opportunities

Hybrid work environment

Professional development

Job summary

Orange Business in Maharashtra seeks a hands-on Genesys Cloud Contact Center specialist to manage and transform cloud contact center solutions. You will operate within enterprise environments, ensure uptime, and coordinate with vendors.

You will handle incident management, changes, monitoring, and knowledge transfer, while pursuing relevant certifications to stay at the forefront of contact center technology.

Qualifications

• Hands-on experience supporting Genesys Cloud Contact Center solutions in enterprise environments.
• Strong knowledge of IP telephony, contact center environment, and cloud infrastructure.
• Familiarity with Genesys Cloud/Engage architecture and components.

Responsibilities

• Manage Genesys Cloud Contact Center solutions and transform other CC solutions to Genesys Cloud.
• Operational support for incidents, changes and problems; escalate to appropriate parties.
• Documentation, reporting and knowledge management; build and support integration with third-party tools.
• Participate in change management, assess risk and impact; drive technical knowledge transfers.
• Support 24x7 operations through rotational shifts and ensure uptime.

Skills

Genesys Cloud

IP Telephony

Cloud Infrastructure

ACD/IVR Routing

Agent Desktop & Softphones

Monitoring & Troubleshooting

Change Management

Knowledge Transfer

Tools

Verint

Job description

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

• Technical operational role: Manage Genesys Cloud Contact Cneter solution based on SOP’s and ensure immediate escalation to competent authority in order to ensure uptime.
• Implementation Role : Ability to build and transform other Contact Center solutions to Genesys cloud platform.

Key SPOC for

• Operational Support for Incident, Change and Problem Tickets.
• Getting resolution from third parties, vendors and OEM’s for fault and build query.
• Move to production support.
• Documentation and reporting.
• Knowledge management (KEDB).
• Build and Support to Genesys Cloud Contact Center solutions & third party application integration.
• Proven experience troubleshooting technical issues
• Excellent handling of Implementation projects
• Participate in Change management, assess Risk and Impact
• Take initiatives in learning, certifications & evaluating new networking technology & tools
• Driving technical knowledge transfers & awareness session on best practices within team by proper training session
• Analyze customer problems and formulates plans to implement to obtain resolutions.

About You

• Hands-on experience supporting Genesys Cloud Contact Center solutions in enterprise production environments., preferably in enterprise or financial-services environments.
• Additionally essential knowledge of IP telephony, Contact Center environment, Recording & Cloud infrastructure.
• Hands on experience (build and manage) on Strong understanding of Genesys Cloud and/or Genesys Engage architecture and components.
• Experience with Inbound and Outbound Contact Center functionality.
• Good understanding of ACD, IVR, Routing, Queues, Skills, Agents, Groups and Interaction Management.
• Experience troubleshooting call routing, agent login, queue, IVR and interaction-related issues.
• Ability to analyze and troubleshoot call flow and routing logic from customer entry point through agent connection.
• Experience with Genesys routing strategies, including skills-based and queue-based routing.
• Knowledge of Architect flows / IVR call flows in Genesys Cloud is highly desirable.
• Experience supporting Agent Desktop, softphones, status/presence, login and interaction handling.
• Understanding of recording integration and interaction recording, including integration with platforms such as Verint, where applicable.
• Experience monitoring Genesys platform health, alarms, events, logs and application performance.
• Position will require to work in rotational shifts to support 24 * 7 operations /project assigments

Training/Certifications

• Genesys Cloud CX certification is highly desirable
• Genesys Cloud Architect / Developer certification – an advantage
• ITIL (mandatory)

You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.

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, neuroatypia, 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.