Orange Business is here

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 energetic setting to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the role

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.
• Manage incident response and root cause analysis (RCA)



for outages and service disruptions.
• Provide operational support on Genesys Cloud CX, NICE CX One, and Webex CC solutions based on business requirements.
• Develop and configure IVR flows, call routing strategies, and omnichannel interactions.
• 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.
• Provide support for complex issues, collaborating with Genesys Support as necessary.
• Analyze call flows, reporting metrics, and KPIs to improve performance effectively.

About you

You are an experienced Contact Center Engineer with over five years in the field and a solid focus on Genesys Cloud CX. Your technical proficiency is complemented by your ability to communicate effectively

📌 Contact Center Sr Specialist Gurugram
🏢 Orange
📍 Gurugram