Consultant, Voice Engineer, Operations

Job Description 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%27s 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 skillsWhy 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 %27starter kit,%27 paying to apply, or purchasing equipment or training.