Contact Center Senior Specialist
GurugramFull-time5–9 yrsPosted 3 days ago
Closed
Senior customer support role at Orange Business in Gurugram. Needs 5+ years.
About the role
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions. Collaborate with Genesys Support and vendors to address critical platform issues swiftly and effectively.
What you'll do
- Collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate
- Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions
- Collaborate with Genesys Support and vendors to address critical platform issues swiftly and effectively
- Manage incident responses and conduct root cause analyses (RCA) for outages and service disruptions, ensuring minimal impact on business operations
- Provide operational support on Genesys Cloud CX, NICE CX One, and Webex CC solutions while aligning with business requirements
What you need
- AWS
- GCP
- Azure
- Problem solving
- CRM
- Root cause analysis
Good to have
- Salesforce