Contact Center Expert Job Vacancy in Orange Business Services India – Updated today

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Full Details :
Company Name : Orange Business Services
Location : India
Position :

Job Description : key accountabilities
RUN phase:
To provide professional technical support and troubleshooting for all issues received related to Genesys CC.
Resolve complex customer issues on Genesys CC; diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
Act as high level of technical escalation within Customer Operations and support the internal operational entities toward problem resolution on Genesys CC products.
Provide status updates to CTS. Inform customer on technical progression, if/when required.
Provide Level 3 support in Run Phase for Genesys Call Centre products in the areas of:
Incident Management
Change Management
Availability Management
Release Management
Capacity Management
BUILT phase
Ensure technical lead for the deployment of Genesys Call Centre Solutions:
Produce Low Level Design documents
Coordinate Customer Acceptance Testing
Developments (IVR scripts, call flows, stats server, infomart & contact center analyser reporting) and Coordinate deployment of all Call Centre adjuncts.
Engineering activities:
Engineering on Genesys CC products
Test of patches, new versions for all Call Centre adjuncts
Beta testing of new functionality; Testing of tools
Technology watch
Coordination with Orange engineering teams and Genesys R&D
PreSales activities:
Technical Support of CRM BU Presales team :
Contribution to High Level Design
Design Validation
BUILD Model Validation
RUN Model Validation
Estimation of deployment and operational costs

about you
Knowledge and abilities
Strong design, implementation & troubleshooting (L3 support) skills on Genesys Cloud and Engage solutions(Voice,Digital and Quality Management)
Experience on reporting solutions & client interfaces (Pulse & Genesys Interactive Insights)
Knowledge on scripting/routing using composer.
Experience on Speech Solutions(Nuance,Telisma etc) and dialog systems.
Working experience on Genesys Cloud implementation and integrations.
Strong understanding of SIP protocols and architecture
Knowledge on databases (mssql,cassnarda & oracle)
Working experience on Windows 20xx and Linux/Unix, DBA.
Knowledge of SS7/Next Generation network
Good knowledge of VoIP environments and IP/PSTN integrations
Must be fluent in English
Interpersonal skills
Ability to carefully plan and co-ordinate work according to a demanding time schedule
Service oriented, customer focused, and have the ability to resolve complex – problems through a calculated and methodical approach.
Good time management, organizational and communication skills
Ability to work under pressure with ability to deal with multiple tasks.
Ability to coach and mentor peers and subordinates
Good commercial awareness.
Presentation/Report writing skills
Excellent problem solving skills are necessary.
Flexibility in terms of working hours, on call support activities.
Education, qualifications, and certifications
Engineering degree in telecommunication or Equivalent
Formal qualification (i.e. Genesys Certified Associate (GCA), Genesys Certified Professional (GCP) & Genesys Certified Professional Consultant) on Engage and Cloud Platforms.

department
Customer Services & Operations

contract
Regular

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