Senior Technical Consultant Genesys

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.

Technical operational role: Manage Genesys Cloud Contact Center solution based on SOPs and ensure immediate escalation to competent authority in order to ensure uptime.
Implementation Role : Ability to build and transform other Contact Center solutions to Genesys cloud platform.
Key SPOC for
Operational Support for Incident Change and Problem Tickets.
Getting resolution from third parties vendors and OEMs for fault and build query.
Move to production support.
Documentation and reporting.
Knowledge management (KEDB).
Build and Support to Genesys Cloud Contact Center solutions & third party application integration.
Proven experience troubleshooting technical issues
Excellent handling of Implementation projects
Participate in Change management assess Risk and Impact
Take initiatives in learning certifications & evaluating new networking technology & tools
Driving technical knowledge transfers & awareness session on best practices within team by proper training session
Analyze customer problems and formulates plans to implement to obtain resolutions.

• Hands-on experience supporting Genesys Cloud Contact Center solutions in enterprise production environments. preferably in enterprise or financial-services environments.
• Additionally essential knowledge of IP telephoney Contact Center environment Recording & Cloud infrastructure.
• Hands on experience (build and manage) on;
  Strong understanding of Genesys Cloud and/or Genesys Engage architecture and components.
• Experience with Inbound and Outbound Contact Center functionality.
• Good understanding of ACD IVR Routing Queues Skills Agents Groups and Interaction Management.
• Experience troubleshooting call routing agent login queue IVR and interaction-related issues.
• Ability to analyze and troubleshoot call flow and routing logic from customer entry point through agent connection.
• Experience with Genesys routing strategies including skills-based and queue-based routing.
• Knowledge of Architect flows / IVR call flows in Genesys Cloud is highly desirable.
• Experience supporting Agent Desktop softphones status/presence login and interaction handling.
• Understanding of recording integration and interaction recording including integration with platforms such as Verint where applicable.
• Experience monitoring Genesys platform health alarms events logs and application performance.
• Position will require to work in rotational shifts to support 24 * 7 operations /project assigments
  

You bring passion energy taste for exploration and adaptability. You seek the opportunity to expand your knowledge and develop new skills.

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.