Contact Center Sr 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 Contact Center Senior Specialist, your mission is to elevate our customer service experience by efficiently resolving complex issues and integrating cutting-edge technologies that drive operational excellence. You are an experienced Contact Center Engineer with over five years in the field and a strong focus on Genesys Cloud CX.
What you'll do
- Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions
- Work with Genesys Support and vendors to resolve critical platform issues
- Manage incident response and root cause analysis (RCA) for outages and service disruptions
- Provide operational support on Genesys Cloud CX, NICE CX One, and Webex CC solutions based on business requirements
- Develop and configure IVR flows, call routing strategies, and omnichannel interactions
What you need
- CRM
- Microsoft Dynamics
- AWS
- GCP
- Salesforce
- JavaScript
Good to have
- Python
- Azure
- Root cause analysis
- Incident response