Subject Matter Expert Genesys CC

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 30000 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.

• Escalation SPOC for Design Build and Operational issues related to Genesys contact center.
• Ensure Service Delivery as per agreed SOW and agreed SLA.
• Assement and audit of existing customer UC / telephony infrastructure.
• Working with engineering team to finalize technical solution in the context of a specific project with extents to Orange product and managed services enhancements.
• Stay updated with technical financial strategic and operational issues options and advancements within the UCC industry relevant to the Orange services portfolio.
• Getting resolution from OEM third parties vendors and suppliers for fault and design query.
• Build and Support to Genesys Cloud Contact Center solutions & third party application integration.
• Excellent handling of Implementation projects
• Mentoring for L1 L2 and Junior colleague and enhance their performance.
• Take initiatives in learning certifications & evaluating new UC technology & tools.
  

• Hands-on experience supporting Genesys Cloud Contact Center solutions in enterprise production environments. preferably in enterprise or financial-services environments.a
• Additionally essential knowledge of IP telephoney Contact Center environment Recording & Cloud infrastructure.
• Hands on experience (build and manage) on;
• Expert-level hands-on experience with Genesys Cloud CX and/or Genesys Engage including architecture administration configuration and production support.
• Ability to design and troubleshoot complex routing strategies skills queues priorities schedules business rules and agent selection.
• Expert IVR/Architect knowledge including designing and troubleshooting complex call flows data actions integrations error handling and call-routing logic.
• Advanced SIP/VoIP troubleshooting with strong knowledge of SIP signaling RTP codecs DTMF call flows media paths and SBC/SIP-trunk integrations.
• End-to-end incident troubleshooting and RCA across Genesys SBC carrier/PSTN network application agent endpoint and third-party integration layers.
• Advanced Genesys monitoring and log analysis including interaction tracing platform events application logs API responses and performance/availability analysis.
• Strong integration expertise including REST APIs webhooks CRM/CTI integrations authentication/SSO and integration with Verint recording Microsoft Teams and other enterprise platforms.
• Solution design and technical governance capable of reviewing proposed architectures configuration changes upgrades migrations and new Genesys capabilities and providing SME-level recommendations.
• L3 escalation problem management and vendor leadership ownership of P1/P2 incidents complex problems detailed RCA permanent fixes and coordination with Genesys/OEM telecom and technology vendors.
• Position will require to work in rotational shifts to support 24 * 7 operations /project assigments
  

You bring a can-do attitude tackle challenges head-on and challenge the status quo with new and innovative ideas.

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.