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 workplace 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 pa

📌 Contact Center Specialist (Gurugram)
🏢 Orange
📍 Gurugram