Senior Technical Consultant - Genesys

Orange; Mumbai; Hybrid; INR 900,000 - 1,500,000; Full time

Benefits offered by this job

Global opportunities

Flexible work environment

Professional development

Career growth

Caring culture

Job summary

Orange Business in Mumbai seeks a technical operations specialist to manage Genesys Cloud Contact Center solutions and drive uptime through SOP-based procedures.

You will serve as the primary contact for incidents, changes and problems, coordinating with vendors and OEMs for fault resolution while building knowledge and reporting improvements.

Qualifications

• Hands-on experience supporting Genesys Cloud in enterprise production environments.
• Knowledge of IP telephony and cloud contact center infrastructure.
• Experience with inbound/outbound contact center operations and routing.

Responsibilities

• Manage Genesys Cloud Contact Center solutions to ensure uptime and implement SOPs.
• Serve as the key SPOC for incident, change and problem tickets.
• Coordinate with third parties/vendors for fault resolution and production support.
• Analyze customer problems and implement resolutions.

Skills

Genesys Cloud

IP telephony

Contact Center

Incident management

Troubleshooting

Change management

Knowledge sharing

Tools

Genesys Engage

Architect flows

IVR

Verint

Job description

Orange Business is here!

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 Center 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 issuesExcellent handling of Implementation projectsParticipate in Change management, assess Risk and ImpactTake initiatives in learning, certifications & evaluating new networking technology & toolsDriving technical knowledge transfers & awareness session on best practices within team by proper training sessionAnalyze 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 telephoney, 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

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, 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.