Publication date Feb 03 2026 12 00AM 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 dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities About the role We are seeking an experienced and detail-oriented Contact Center Specialist Augmented Cx specializing in Genesys Cloud Webex CC and NICE CXone platforms The role is integral to maintaining the stability and reliability of customer experience systems by managing incidents resolving issues and collaborating with cross-functional teams The ideal candidate will have a strong technical background excellent problem-solving skills and a passion for delivering exceptional support About you Key Responsibilities Incident Management and Resolution Act as the primary point of contact for incidents related to Genesys Cloud and NICE CXone platforms Investigate diagnose and resolve incidents within SLA timelines Escalate complex issues to higher-level support or vendor teams as needed Monitoring and Reporting Continuously monitor system performance and proactively identify potential issues Generate and analyze incident reports providing insights to improve system performance and minimize downtime Collaboration and Coordination Collaborate with infrastructure networking and development teams to resolve incidents effectively Liaise with third-party vendors including Genesys and NICE CXone for advanced troubleshooting and updates Change Management Assess and manage changes to the Genesys Cloud and NICE CXone environments Participate in platform upgrades patches and configuration changes Documentation and Knowledge Sharing Maintain detailed documentation of incidents root cause analyses and resolution processes Contribute to knowledge base articles to improve team efficiency and self-service support Qualifications and Experience Required Bachelor s degree in computer science Information Technology or related field 3 years of experience in incident management or support roles with Genesys Cloud and NICE CXone platforms Strong understanding of contact center operations and technology Proficiency in troubleshooting log analysis and performance monitoring Familiarity with ITIL frameworks and best practices Preferred Certification in Genesys Cloud and or NICE CXone systems Experience with scripting and automation tools e g Python PowerShell Knowledge of cloud-based environments e g AWS Azure Troubleshooting skills on Genesys Framework v7 6 v8 x Genesys Voice portal Experience on reporting solutions Informart contact center analyser client interfaces CCPulse Genesys Interactive Insights Knowledge on scripting of Voice XML PHP Java Experience on Automatic Speech Recognition Text to speech Nuance Talisma etc Cosmocom contact center knowledge would be added advantage Working experience on different dialogic crads and Voice Gateways used in CC Configuration of E1 T1 and understanding of related protocols ISDN SIP Experience on Windows 2000 2003 and Linux Unix Knowledge on database mysql mssql oracle and SQL Qualified on Network LAN WAN topologies and protocols 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 multicultural and cross-functional organization Service oriented customer focused and have the ability to resolve complex - problems through a calculated and methodical approach Ability to work under pressure Ability to deal with multiple tasks Presentation Report writing skills Excellent problem solving skills are necessary Proactive self motivated and determined attitude Flexibility in terms of working hours English language proficiency required second multiple international language s proficiency beneficial Education qualifications and certifications Engineering degree in telecommunication or Equivalent Formal certifications or trainings i e Genesys Certified Associate GCA Genesys Certified Skilled GCP Genesys Certified Professional Consultant What we offer 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 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 Only your skills matterRegardless 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 Only your skills matter Regardless of your age gender origin religion sexual orientation neurodiversity disability or appearance we actively encourage diversity within our teams as it is both a collective strength and a driver of innovation Orange is a disability-friendly company please feel free to let us know about any specific needs you may have

📌 Contact Center Specialist (Gurugram)
🏢 Orange
📍 Gurugram