Technology Specialist

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.

Primary focus: Genesys Cloud contact-centre automation IVR and Architect development routing integrations analytics and CI/CD enablement.

Role Purpose The Genesys Cloud Automation & DevOps Engineer will support the customer global Genesys Cloud contact centre environment by developing automated solutions integrations call flows routing configurations and deployment pipelines. The resource will focus on improving operational resilience reducing manual configuration effort enabling faster delivery and enhancing customer and agent experience.

Key Responsibilities Genesys Cloud Development and Configuration

• Design build test deploy and maintain Genesys Cloud solutions across IVR and non-IVR markets.
• Develop and enhance Genesys Cloud Architect call flows including inbound outbound IVR bot and routing flows.
• Configure and automate:

o queues skills routing rules and schedules;

o skills-based routing;

o agent/user provisioning and access models;

o data actions and workflow integrations;

o contact-centre configuration changes;

o outbound contact-centre capabilities where required;

o reporting and operational controls.

• Work with Bank teams to translate customer-journey business-process and operational requirements into scalable contact-centre solutions.

Integration and Automation

• Develop integrations between Genesys Cloud and Bank platforms using:

o Genesys Cloud REST APIs;

o Genesys SDKs; o webhooks;

o JSON;

o APIs and middleware services.

• Develop automation scripts and utilities to reduce manual administrative activity and configuration risk.
• Implement automated configuration validation environment comparison health checks and reporting.
• Integrate Genesys Cloud with ServiceNow and other approved Bank systems for incident request alerting and fulfilment processes.
• Support integration with recording quality-management reporting and core banking-related services as required.

DevOps and Release Engineering

• Build and manage CI/CD pipelines for Genesys Cloud configurations scripts integration code and deployment artefacts.
• Implement version-controlled configuration management and deployment practices.
• Support configuration-as-code approaches and use Terraform where appropriate and approved.
• Automate testing deployment validation release evidence and rollback procedures.
• Support environment promotion from development through test/UAT to production complying with Bank change-management and CAB processes.
• Provide L3/L4 technical troubleshooting for complex platform routing integration and call-flow issues. Operational Improvement
• Analyse Genesys Cloud incident request contact-flow queue and routing-performance trends to identify root causes and automation opportunities.
• Develop dashboards and reports for operational business and service-performance stakeholders.
• Participate in problem management root-cause analysis post-incident reviews and continuous improvement initiatives.
• Produce and maintain solution documentation configuration records support runbooks and knowledge articles.

Mandatory Technical Skills

• Strong hands-on Genesys Cloud CX administration and development experience.
• Demonstrable experience in Genesys Cloud Architect including IVR/call-flow design and deployment.
• Strong experience with queue configuration skills-based routing routing policies schedules and user/agent administration.
• Experience using Genesys Cloud REST APIs SDKs webhooks and JSON.
• Proficiency in one or more of: JavaScript Python SQL and API testing tools such as Postman.
• Experience designing and supporting system integrations in an enterprise environment.
• Strong knowledge of Azure DevOps Git CI/CD pipelines automated testing and controlled production releases.
• Experience working with incident problem change and release-management processes.
• Experience with contact-centre analytics reporting and operational troubleshooting.

Preferred Skills

• Genesys Cloud certifications.
• Terraform and Infrastructure/Configuration-as-Code experience.
• Experience with Genesys Cloud outbound capabilities.
• Experience with bots conversational AI workforce engagement management quality management or call recording integrations.
• ServiceNow API/integration experience.

Expected Deliverables

• Automated and version-controlled Genesys Cloud configuration deployments.
• IVR routing integration and workflow solutions aligned to approved business requirements.
• CI/CD pipelines test automation release controls and rollback plans.
• Automated health checks configuration-validation tools and operational dashboards.
• Technical solution documentation test evidence operational runbooks and support handover materials.
• Quantifiable automation benefits including reduced manual configuration effort and improved release quality.

You bring rigor passion for challenges and determination. You seek the opportunity to expand your expertise achieve your goals and thrive.

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.