Consultant, Voice Engineer, Operations

Ready to build the future with AI At Genpact we don t just keep up with technology we set the pace AI and digital innovation are redefining industries and we re leading the charge Genpact s AI Gigafactory our industry-first accelerator is an example of how we re scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges If you thrive in a fast-moving innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of what s possible this is your moment Genpact NYSE G is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally Through our deep business knowledge operational excellence and cutting-edge solutions - we help companies across industries get ahead and stay ahead Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today Get to know us at genpact com and on LinkedIn X YouTube and Facebook Inviting applications for the role of Consultant Voice Engineer Operations The Voice Engineering Operations role ensures the smooth functioning of voice-related systems by managing incidents service requests and voice platform tickets Genesys Cloud and Cisco via ServiceNow The role also focuses on process improvement automation opportunities and SOP validation Responsibilities Provide Voice Engineering Operations Coverage - 8 x 5 weekdays during US business hours Provide Voice engineering operations involving several critical tasks to ensure the smooth functioning of voice related systems Handle SNOW requests and Incidents during support coverage hours Identify automation opportunities and drive top categories process improvements Identify Automation use cases to be executed as directed by Client FTE s and Managers Create and validate SOPs for various categories Handle Genesys Cloud and Cisco voice related tickets in Service Now SNOW Provide Voice engineering operations involving several critical tasks to ensure the smooth functioning of voice related systems Qualifications we seek in you Minimum Qualifications Bachelor s degree or equivalent field of study Soft Skills Excellent problem-solving and analytical skills strong communication and collaboration abilities ability to work independently and as part of a team Preferred Qualifications Skills Experience with Genesys Cloud and Cisco Voice Systems Configuration troubleshooting and ticket handling Proficiency in ServiceNow SNOW Managing incidents requests and change tickets Understanding of VoIP protocols and infrastructure SIP RTP QoS and network fundamentals Basic scripting or automation skills PowerShell Python or similar for identifying and implementing automation use cases Knowledge of ITIL processes Especially around incident request and change management Ability to create and validate SOPs Standard Operating Procedures Experience in identifying process improvement opportunities Familiarity with compliance and audit requirements in voice systems Strong documentation and reporting skills Why join Genpact Lead AI-first transformation - Build and scale AI solutions that redefine industries Make an impact - Drive change for global enterprises and solve business challenges that matter Accelerate your career Gain hands-on experience world-class training mentorship and AI certifications to advance your skills Grow with the best - Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace Committed to ethical AI - Work in an environment where governance transparency and security are at the core of everything we build Thrive in a values-driven culture - Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the 140 000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters Up Let s build tomorrow together Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training