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
As a vital member of our contact center team, you will troubleshoot complex incidents, enhance operational workflows, and implement cutting-edge solutions within a dynamic environment, ensuring the highest levels of service for our valued customers. Utilize cloud services like AWS, Azure, or GCP for integrations and scalability.
What you'll do
- Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions
- Work collaboratively with Genesys Support and vendors to resolve critical platform issues efficiently
- Manage incident response and lead root cause analysis (RCA) for outages and service disruptions
- Provide operational support for Genesys Cloud CX/Nice CX One/Webex CC solutions based on evolving business requirements
- Develop and configure IVR flows, call routing strategies, and omnichannel interactions to optimize customer engagement
What you need
- CRM
- AWS
- GCP
- Salesforce
- Azure
- JavaScript
Good to have
- Python
- ServiceNow
- Root cause analysis
- Incident response
- Performance testing
- SOP writing