Contact Center Senior Specialist

About us

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 30,000 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.

About the role

Join us as a Contact Center Senior Specialist, where you will take the lead in resolving complex incidents, optimizing telephony solutions, and shaping the future of customer interactions while fostering an engaging and efficient team environment.

• 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.
• Integrate Genesys Cloud with CRM systems like Salesforce, Dynamics, and other third-party applications, streamlining data flow and functionality.
• Configure and optimize ACD (Automatic Call Distribution) systems, Workforce Management (WFM), and Workforce Engagement Management (WEM) features to ensure efficient resource utilization.
• Stay updated on the Genesys roadmap and industry trends to effectively plan for system upgrades and feature enhancements.
• Engage in routine performance assessments and strategy sessions to align team goals with organizational objectives.

About you

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. A passion for continuous learning and adaptability in a fast-paced environment ensures you can effectively train team members and stay abreast of industry trends.Your professional skills:

• Guide team members on daily monitoring, maintenance, and troubleshooting of Genesys Cloud CX, NICE CX One, and Webex CC environments.
• Support team in resolving complex issues, coordinating with Genesys Support whenever necessary.
• Optimize SIP trunking, voice quality, and telephony infrastructure for seamless communications.
• Develop and maintain APIs, webhooks, and integrations with external applications to enhance service capabilities.
• Utilize cloud platforms like AWS, Azure, or Google Cloud for scalable solutions and integrations.

Your soft skills:

• Demonstrate excellent problem-solving abilities and strong troubleshooting skills to effectively address challenges.
• Communicate clearly and effectively with technical and non-technical stakeholders.
• Foster a collaborative environment through training IT staff and end-users on Genesys Cloud features.
• Maintain adaptability to evolving technologies and a keen interest in ongoing professional development.
• Uphold a human-centered approach while leading the team, ensuring knowledge transfer and growth.

At Orange, we embrace the spirit of innovation and collaboration. As a Contact Center Senior Specialist, you will be empowered to solve complex challenges, lead with empathy, and share your knowledge, making a tangible impact on our customers’ experiences and our team's success. We are committed to fostering a dynamic environment that encourages exploration, professional growth, and the pursuit of excellence, enabling you to thrive in your career while contributing to our mission.

What we offer

• 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.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.