Contact Center Specialist
ref :582628 | 30 Dec 2024
apply before : 24 May 2025
- Infinity Tower, DLF Cyber City, Inde - India
about the role
We are seeking an experienced and detail-oriented Contact Center Specialist (Augmented Cx )specializing in Genesys Cloud/Webex CC and NICE CXone platforms. The role is integral to maintaining the stability and reliability of customer experience systems by managing incidents, resolving issues, and collaborating with cross-functional teams. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for delivering exceptional support.
Key Responsibilities
- Incident Management and Resolution:
- Act as the primary point of contact for incidents related to Genesys Cloud and NICE CXone platforms.
- Investigate, diagnose, and resolve incidents within SLA timelines.
- Escalate complex issues to higher-level support or vendor teams as needed.
- Act as the primary point of contact for incidents related to Genesys Cloud and NICE CXone platforms.
- Monitoring and Reporting:
- Continuously monitor system performance and proactively identify potential issues.
- Generate and analyze incident reports, providing insights to improve system performance and minimize downtime.
- Continuously monitor system performance and proactively identify potential issues.
- Collaboration and Coordination:
- Collaborate with infrastructure, networking, and development teams to resolve incidents effectively.
- Liaise with third-party vendors, including Genesys and NICE CXone, for advanced troubleshooting and updates.
- Collaborate with infrastructure, networking, and development teams to resolve incidents effectively.
- Change Management:
- Assess and manage changes to the Genesys Cloud and NICE CXone environments.
- Participate in platform upgrades, patches, and configuration changes.
- Assess and manage changes to the Genesys Cloud and NICE CXone environments.
- Documentation and Knowledge Sharing:
- Maintain detailed documentation of incidents, root cause analyses, and resolution processes.
- Contribute to knowledge base articles to improve team efficiency and self-service support.
- Maintain detailed documentation of incidents, root cause analyses, and resolution processes.
about you
Qualifications and Experience
Required:
- Bachelor’s degree in computer science, Information Technology, or related field.
3+ years of experience in incident management or support roles with Genesys Cloud and NICE CXone platforms.
- Strong understanding of contact center operations and technology.
- Proficiency in troubleshooting, log analysis, and performance monitoring.
- Familiarity with ITIL frameworks and best practices.
Preferred:
- Certification in Genesys Cloud and/or NICE CXone systems.
- Experience with scripting and automation tools (e.g., Python, PowerShell).
- Knowledge of cloud-based environments (e.g., AWS, Azure).
- Troubleshooting skills on Genesys Framework v7.6,v8.x & Genesys Voice portal
- Experience on reporting solutions (Informart & contact center analyser) & client interfaces (CCPulse & Genesys Interactive Insights)
- Knowledge on scripting of Voice XML, PHP & Java
- Cosmocom contact center knowledge would be added advantage
- Working experience on different dialogic crads and Voice Gateways used in CC.
- Configuration of E1/T1 and understanding of related protocols (ISDN & SIP)
- Experience on Windows 2000/2003 and Linux/Unix
- Knowledge on database (mysql, mssql& oracle) and SQL
- Qualified on Network, LAN/WAN topologies and protocols
- Ability to carefully plan and co-ordinate work according to a demanding time schedule
- Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization.
- Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
- Ability to work under pressure.
- Ability to deal with multiple tasks.
- Presentation/Report writing skills
- Excellent problem solving skills are necessary.
- Proactive, self motivated and determined attitude
- Flexibility in terms of working hours.
- English language proficiency required second/multiple international language(s) proficiency beneficial.
department
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business
contract
Regular
Only your skills matter
Regardless of your age, gender, origin, religion, sexual orientation, neuroatypia, disability 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: don't hesitate to tell us about your specific needs.
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