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.
Job Summary
About the role
We are seeking a highly skilled
Contact Center Senior Specialist to provide
operational support for our
Genesys Cloud CX /Nice Cx One /Webex CC environment. The ideal candidate will be responsible for ensuring the stability, performance, and continuous improvement of our cloud-based contact center platform. This role involves troubleshooting complex issues, optimizing system performance, and working closely with internal teams and vendors to maintain seamless operations.
Key Responsibilities
About you
Incident Management & Escalation Management
- 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.
- Manage incident response and root cause analysis (RCA) for outages and service disruptions.
- Operational Support on Genesys Cloud CX /Nice Cx One /Webex CC solutions based on business requirements.
- Develop and configure IVR flows, call routing strategies, and Omnichannel interactions.
- Integrate Genesys Cloud with CRM systems (Salesforce, Dynamics, etc.), databases, and third-party applications.
- Configure and optimize ACD (Automatic Call Distribution), Workforce Management (WFM), and Workforce Engagement Management (WEM) features.
Administration & Support
- Guide team on daily monitoring, maintenance, and troubleshooting of Genesys Cloud CX /Nice Cx One /Webex CC environments.
- Provide support for complex issues, working with Genesys Support when necessary.
- Optimize SIP trunking, voice quality, and telephony infrastructure.
- Manage user roles, permissions, and security configurations within the Genesys platform.
Integration & Automation
- Develop and maintain APIs, webhooks, and integrations with external applications.
- Implement AI-powered chatbots, speech analytics, and automation solutions.
- Utilize AWS, Azure, or Google Cloud for cloud-based integrations and scalability.
Performance Monitoring & Optimization
- Analyze call flows, reporting metrics, and KPIs to improve performance.
- Fine-tune routing strategies, self-service capabilities, and AI-driven solutions for enhanced customer experience.
- Conduct load testing, failover planning, and system upgrades.
Training & Documentation
- Develop technical documentation, SOPs, and best practices for the Genesys Cloud/ Nice Cx One environment.
- Train IT staff and end-users on Genesys Cloud features and enhancements.
- Stay updated on Genesys roadmap, new releases, and industry trends.
Required Skills & Qualifications
- 5+ years of experience in Contact Center Engineering, with at least 3+ years of hands-on Genesys Cloud CX experience.
- Deep understanding of ACD, IVR, SIP, WebRTC, and omnichannel features.
- Experience with APIs, SDKs, and scripting (JavaScript, Python, JSON, RESTful APIs).
- Strong knowledge of cloud platforms (AWS, Azure, GCP) and security best practices.
- Experience integrating Genesys Cloud with CRM (Salesforce, ServiceNow, Microsoft Dynamics, etc.).
- Familiarity with workforce engagement management (WEM), speech analytics, and AI-driven solutions.
- Hands-on experience with Architect, Composer, and Interaction Routing.
- Excellent problem-solving, troubleshooting, and communication skills.
Preferred Qualifications
- Genesys Cloud CX/ NICE CXone CIP Core certification.
- Knowledge on AI/ML-driven chatbots (Google Dialogflow, AWS Lex, IBM Watson, etc.).
- Background in networking, SIP trunking, and voice quality optimization.
- Understanding of ITIL best practices and incident management.
What We Offer
NA
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.
