Technology Specialist

Role overview

Technology Specialist at Orange Business

Genesys Cloud Development and Configuration .

Responsibilities

• Design, build, test, deploy, and maintain Genesys Cloud solutions across IVR and non-IVR markets.
• Develop and enhance Genesys Cloud Architect call flows, including inbound, outbound, IVR, bot, and routing flows.
• Configure and automate. o queues, skills, routing rules, and schedules. o skills-based routing. o agent/user provisioning and access models. o data actions and workflow integrations. o contact-centre configuration changes. o outbound contact-centre capabilities where required. o reporting and operational controls.
• Work with Bank teams to translate customer-journey, business-process, and operational requirements into scalable contact-centre solutions.
• Integration and Automation .
• Develop integrations between Genesys Cloud and Bank platforms using. o Genesys Cloud REST APIs. o Genesys SDKs; o webhooks. o JSON. o APIs and middleware services.
• Develop automation scripts and utilities to reduce manual administrative activity and configuration risk.
• Implement automated configuration validation, environment comparison, health checks, and reporting.
• Integrate Genesys Cloud with ServiceNow and other approved Bank systems for incident, request, alerting, and fulfilment processes.
• Support integration with recording, quality-management, reporting, and core banking-related services as required.
• DevOps and Release Engineering.
• Build and manage CI/CD pipelines for Genesys Cloud configurations, scripts, integration code, and deployment artefacts.
• Implement version-controlled configuration management and deployment practices.
• Support configuration-as-code approaches and use Terraform where appropriate and approved.
• Automate testing, deployment validation, release evidence, and rollback procedures.
• Support environment promotion from development through test/UAT to production, complying with Bank change-management and CAB processes.
• Provide L3/L4 technical troubleshooting for complex platform, routing, integration, and call-flow issues.
• Operational Improvement.
• Analyse Genesys Cloud incident, request, contact-flow, queue, and routing-performance trends to identify root causes and automation opportunities.
• Develop dashboards and reports for operational, business, and service-performance stakeholders.
• Participate in problem management, root-cause analysis, post-incident reviews, and continuous improvement initiatives.
• Produce and maintain solution documentation, configuration records, support runbooks, and knowledge articles.
• Mandatory Technical Skills .
• Strong, hands-on Genesys Cloud CX administration and development experience.
• Demonstrable experience in Genesys Cloud Architect, including IVR/call-flow design and deployment.
• Strong experience with queue configuration, skills-based routing, routing policies, schedules, and user/agent administration.
• Experience using Genesys Cloud REST APIs, SDKs, webhooks, and JSON.
• Proficiency in one or more of: JavaScript, Python, SQL, and API testing tools such as Postman.
• Experience designing and supporting system integrations in an enterprise environment.
• Strong knowledge of Azure DevOps, Git, CI/CD pipelines, automated testing, and controlled production releases.
• Experience working with incident, problem, change, and release-management processes.
• Experience with contact-centre analytics, reporting, and operational troubleshooting.

Preferred qualifications and skills

• Genesys Cloud certifications.
• Terraform and Infrastructure/Configuration-as-Code experience.
• Experience with Genesys Cloud outbound capabilities.
• Experience with bots, conversational AI, workforce engagement management, quality management, or call recording integrations.
• ServiceNow API/integration experience.
• Expected Deliverables .
• Automated and version-controlled Genesys Cloud configuration deployments.
• IVR, routing, integration, and workflow solutions aligned to approved business requirements.
• CI/CD pipelines, test automation, release controls, and rollback plans.
• Automated health checks, configuration-validation tools, and operational dashboards.
• Technical solution documentation, test evidence, operational runbooks, and support handover materials.
• Quantifiable automation benefits, including reduced manual configuration effort and improved release quality.
• You bring rigor, passion for challenges, and determination.
• You seek the opportunity to expand your expertise, achieve your goals, and thrive.
• 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.
• At Orange, only your skills matter.
• Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.
• Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.

Employment details

• Location: NAVI MUMBAI [INDIA], MUMBAI [INDIA]

About the employer

• Join us at Orange Business!

Additional role details

• Publication date : Sep 26, 2026, 12:00AM.
• 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.
• Primary focus: Genesys Cloud contact-centre automation, IVR and Architect development, routing, integrations, analytics, and CI/CD enablement.
• Role Purpose The Genesys Cloud Automation & DevOps Engineer will support the customer global Genesys Cloud contact centre environment by developing automated solutions, integrations, call flows, routing configurations, and deployment pipelines.
• The resource will focus on improving operational resilience, reducing manual configuration effort, enabling faster delivery, and enhancing customer and agent experience.