Contact Center Expert | (AQ-959)

Contact Center Expert | (AQ-959)

13 Nov
Orange Business Services
Gurgaon district

13 Nov

Orange Business Services

Gurgaon district

Job Description

To provide professional technical support and troubleshooting for all issues received related to Genesys CC.

Resolve complex customer issues on Genesys CC; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.

Act as high level of technical escalation within Customer Operations and support the internal operational entities toward problem resolution on Genesys CC products.

Provide status updates to CTS. Inform customer on technical progression, if/when required.

Provide Level 3 support in Run Phase for Genesys Call Centre products in the areas of: Incident Management

Change Management

Availability Management

Release Management

Capacity Management

BUILT phase

Ensure technical lead for the deployment of Genesys Call Centre Solutions:

Produce Low Level Design documents

Coordinate Customer Acceptance Testing

Developments (IVR scripts, call flows, stats server, infomart & contact center analyser reporting) and Coordinate deployment of all Call Centre adjuncts.

Engineering activities:

Engineering on Genesys CC products

Test of patches, new versions for all Call Centre adjuncts

Beta testing of new functionality; Testing of tools

Technology watch

Coordination with Orange engineering teams and Genesys R&D;

PreSales activities:

Technical Support of CRM BU Presales team :

Contribution to High Level Design

Design Validation

BUILD Model Validation

RUN Model Validation

Estimation of deployment and operational costs

about you

knowledge and abilities

Strong design, implementation & troubleshooting (L3 support) skills on Genesys Framework v8.x in cloud & enterprise solutions

Experience on reporting solutions (Informart & contact center analyser) & client interfaces (CCPulse & Genesys Interactive Insights)

Knowledge on scripting of Voice XML, PHP using composer

Experience on Automatic Speech Recognition & Text to speech (Nuance, Talisma etc)

Working experience on different dialogic crads used in IVR (DMV, JCT etc)

Configuration of E1/T1 and understanding of related protocols (ISDN & SIP)

Knowledge on databases (mysql, mssql& oracle)

Working experience on Windows 20xx and Linux/Unix, DBA & CTI

Knowledge of SS7/Next Generation network

Good knowledge of VoIP environments and IP/PSTN integrations

Must be fluent in English

Interpersonal skills

Ability to carefully plan and co-ordinate work according to a demanding time schedule

Excellent interpersonal and communication skills with the ability to operate in a multi-cultural and cross-functional organisation (eg GRC functional management).

Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.

Good time management, organizational and communication skills

Ability to work under pressure with ability to deal with multiple tasks.

Ability to coach and mentor peers and subordinates

Good commercial awareness.

Presentation/Report writing skills

Excellent problem solving skills are necessary.

Flexibility in terms of working hours, on call support activities.

education, qualifications, and certifications

Engineering degree in telecommunication or Equivalent

Formal qualification (i.e. Genesys Certified Associate (GCA), Genesys Certified Professional (GCP) & Genesys Certified Professional Consultant)


Strong experience in Genesys CC products with 5 years technical in implementation & troubleshooting

Strong experience in operation & crises management

department Customer Services & Operations

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