Contact Center Senior Specialist
GurugramFull-time5–9 yrsPosted 1 week ago
Senior customer support role at Orange Business in Gurugram. Needs 5+ years.
About the role
Stay updated on the Genesys roadmap and industry trends to effectively plan for system upgrades and feature enhancements. You possess a strong technical foundation in contact center engineering, with over 5 years of experience, including 3 years of hands-on expertise with Genesys Cloud CX. Your problem-solving skills are complemented by your ability to manage critical system integrations, optimize telephony infrastructure, and enhance performance metrics.
What you'll do
- 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
- Develop and configure IVR flows, call routing strategies, and omnichannel interactions to enhance customer experience
What you need
- AWS
- GCP
- Azure
- CRM
- Problem solving
- Root cause analysis
Good to have
- Salesforce