Senior Technical Consultant - Genesys

Orange Business; Mumbai; Hybrid; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Global Opportunities

Flexible Work Environment: hybrid work

Professional Development

Career Growth

Caring and Daring Culture

Reward Programs

Job summary

Orange Business in Mumbai is seeking a technically oriented professional to manage Genesys Cloud Contact Center solutions and other integrations. The role emphasizes operations, incident resolution, and production support within enterprise environments.

The ideal candidate will build and transform contact center solutions on the Genesys cloud platform, handle escalation with vendors, and participate in knowledge sharing and training to improve team performance.

Qualifications

• Hands-on experience with Genesys Cloud Contact Center in enterprise environments.
• Knowledge of IP telephony, contact center environments, recording and cloud infrastructure.
• Strong understanding of Genesys Cloud/Engage architecture and components.
• Experience with inbound and outbound contact center functionality.
• Familiarity with ACD, IVR, routing, queues, skills, agents, and interaction management.

Responsibilities

• Operational support for incident, change and problem tickets.
• Coordinate resolutions with third parties, vendors and OEMs.
• Move to production support when needed.
• Documentation and reporting of activities and outcomes.
• Knowledge management (KEDB) and knowledge transfers within the team.
• Build and support Genesys Cloud solutions and third-party integrations.
• Troubleshoot technical issues and ensure uptime.
• Participate in change management and risk assessment.

Skills

Genesys Cloud

Contact Center

Troubleshooting

Incident/Change/Problem Support

Documentation

Knowledge management

Cross-functional collaboration

Shift work

Tools

Genesys Engage

Verint integration

Architect flows

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 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 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 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.