Senior Technical Consultant - Genesys

Role overview

Senior Technical Consultant - Genesys at Orange Business

Responsibilities

• Analyze customer problems and formulates plans to implement to obtain resolutions.

Preferred qualifications and skills

• Knowledge of Architect flows / IVR call flows in Genesys Cloud is highly desirable.

Employment details

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

Application details

• Experience monitoring Genesys platform health, alarms, events, logs and application performance.

About the employer

• Join us at Orange Business!

Benefits

• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.

Additional role details

• Publication date : Sep 25, 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.