Contact Center Senior Specialist

Role overview

Contact Center Senior Specialist at Orange Business

Responsibilities

• Manage incident response and root cause analysis (RCA) for outages and service disruptions.
• Develop and configure IVR flows, call routing strategies, and omnichannel interactions.
• Provide support for complex issues, collaborating with Genesys Support as necessary.
• Analyze call flows, reporting metrics, and KPIs to improve performance effectively.

Required qualifications

• You possess over five years of experience in Contact Center Engineering and at least three years of hands-on experience with Genesys Cloud CX.

Employment details

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

About the employer

• Join us at Orange Business!

Additional role details

• Publication date : Jun 05, 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.
• As a Contact Center Senior Specialist, your mission is to elevate our customer service experience by efficiently resolving complex issues and integrating cutting-edge technologies that drive operational excellence.
• Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions.
• Work with Genesys Support and vendors to resolve critical platform issues.
• Provide operational support on Genesys Cloud CX, NICE CX One, and Webex CC solutions based on business requirements.
• Integrate Genesys Cloud with CRM systems, databases, and third-party applications.
• Optimize ACD, Workforce Management, and Workforce Engagement Management features.
• Guide the team on daily monitoring, maintenance, and troubleshooting of Genesys environments.
• You are an experienced Contact Center Engineer with over five years in the field and a strong focus on Genesys Cloud CX.
• Your technical proficiency is complemented by your ability to communicate effectively, troubleshoot complex issues, and foster team collaboration in a dynamic environment.
• Your professional skills.
• Your deep understanding of ACD, IVR, SIP, WebRTC, and omnichannel features allows you to deliver exceptional service.
• You have a proven history of successfully integrating Genesys Cloud with various CRM systems like Salesforce and Microsoft Dynamics.
• Your proficiency in APIs, SDKs, and scripting languages such as JavaScript and Python enhances system functionality.
• You demonstrate strong knowledge of cloud platforms such as AWS, Azure, and GCP, including security best practices.
• Your soft skills.
• You excel in problem-solving and troubleshooting, effectively addressing and resolving diverse challenges.
• Your excellent communication skills enable you to collaborate successfully within a team and with stakeholders.
• You adapt swiftly to changing environments, showcasing your curiosity and passion for learning.
• Your strong leadership qualities inspire your colleagues and promote a positive, collaborative atmosphere.
• You exhibit open-mindedness while maintaining high standards, balancing demands with a human touch.
• At Orange, we empower you to solve problems creatively, fuel your tech ambitions, and explore new solutions that challenge the status quo.
• Join us to not only drive operational success but also foster a culture of learning and collaboration.
• With our commitment to innovation and your passion for technology, together, we can redefine customer experiences and make a lasting impact.
• 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.