Subject Matter Expert - Genesys CC

Orange; Mumbai; Hybrid; INR 4,000,000 - 6,000,000; Full time

Benefits offered by this job

Global opportunities

Hybrid work

Upskilling programs

Career growth

Wellbeing programs

Referral program

Job summary

Orange Business is seeking a skilled UC/Genesys specialist to drive design, build, and operational excellence for our global clients. You will orchestrate incident resolution, engage with engineering, and ensure alignment with SOWs and SLAs across diverse teams.

The role requires hands-on experience with Genesys Cloud CX/Engage, SIP/VoIP, and CRM integrations, with a focus on complex call routing and growth in a dynamic, hybrid work environment.

Qualifications

• Hands-on experience supporting Genesys Cloud/CX or Engage in enterprise production environments.
• Strong knowledge of UC/telephony infrastructure and IP telephony concepts.
• Experience with incident management, RCA, and vendor coordination.

Responsibilities

• Serve as escalation SPOC for design, build and operational issues related to Genesys contact center.
• Ensure service delivery per SOW and SLA commitments.
• Audit and assess existing UC/telephony infrastructure for customers.
• Collaborate with engineering to design solutions for projects within Orange portfolio.
• Stay updated on UC technologies, options, and industry advancements.
• Coordinate resolutions with OEMs, vendors and third parties.

Skills

Genesys Cloud CX

Genesys Engage

UC/Contact Center

SIP/VoIP

Incident Management

Vendor Coordination

REST APIs

CRM/CTI

Tools

Genesys platform tools

Verint recording

Microsoft Teams

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

• Escalation SPOC for Design, Build and Operational issues related to Genesys contact center.
• Ensure Service Delivery as per agreed SOW and agreed SLA.
• Assement and audit of existing customer UC / telephony infrastructure.
• Working with engineering team to finalize technical solution in the context of a specific project with extents to Orange product and managed services enhancements.
• Stay updated with technical, financial, strategic and operational issues, options and advancements within the UCC industry relevant to the Orange services portfolio.
• Getting resolution from OEM, third parties, vendors and suppliers for fault and design query.
• Build and Support to Genesys Cloud Contact Center solutions & third party application integration.
• Excellent handling of Implementation projects
• Mentoring for L1, L2 and Junior colleague and enhance their performance.
• Take initiatives in learning, certifications & evaluating new UC technology & tools.

About you

• Hands-on experience supporting Genesys Cloud Contact Center solutions in enterprise production environments., preferably in enterprise or financial-services environments.a
• Additionally essential knowledge of IP telephoney, Contact Center environment, Recording & Cloud infrastructure.
• Hands on experience (build and manage) on;
• Expert-level hands-on experience with Genesys Cloud CX and/or Genesys Engage, including architecture, administration, configuration and production support.
• Ability to design and troubleshoot complex routing strategies, skills, queues, priorities, schedules, business rules and agent selection.
• Expert IVR/Architect knowledge, including designing and troubleshooting complex call flows, data actions, integrations, error handling and call-routing logic.
• Advanced SIP/VoIP troubleshooting with strong knowledge of SIP signaling, RTP, codecs, DTMF, call flows, media paths and SBC/SIP-trunk integrations.
• End-to-end incident troubleshooting and RCA across Genesys, SBC, carrier/PSTN, network, application, agent endpoint and third-party integration layers.
• Advanced Genesys monitoring and log analysis, including interaction tracing, platform events, application logs, API responses and performance/availability analysis.
• Strong integration expertise, including REST APIs, webhooks, CRM/CTI integrations, authentication/SSO and integration with Verint recording, Microsoft Teams and other enterprise platforms.
• Solution design and technical governance — capable of reviewing proposed architectures, configuration changes, upgrades, migrations and new Genesys capabilities, and providing SME-level recommendations.
• L3 escalation, problem management and vendor leadership — ownership of P1/P2 incidents, complex problems, detailed RCA, permanent fixes and coordination with Genesys/OEM, telecom and technology vendors.
• Position will require to work in rotational shifts to support 24 * 7 operations /project assigments

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.