Subject Matter Expert - Genesys CC

Role overview

Subject Matter Expert - Genesys CC at Orange Business

Responsibilities

• Build and Support to Genesys Cloud Contact Center solutions & third party application integration.

Employment details

• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Location: NAVI MUMBAI [INDIA], MUMBAI [INDIA]

Application details

• End-to-end incident troubleshooting and RCA across Genesys, SBC, carrier/PSTN, network, application, agent endpoint and third-party integration layers.

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.
• 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.
• 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.
• 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.
• 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.
• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• 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.