Senior Contact Center Specialist

1 month ago


Mumbai, Maharashtra, India Orange Business Services Full time
About the Role

As a Senior Contact Center Specialist at Orange Business Services, you will be responsible for identifying and resolving complex technical issues related to Genesys and FCC system faults in customer and OBS networks. Your expertise will be crucial in ensuring the smooth operation of our contact center services.

Key Responsibilities

• Perform root cause analysis and troubleshooting of Genesys and FCC system faults
• Collaborate with OBS groups to resolve contact center faults on the network
• Log and track faults for voice customers and provide progress update reports until resolution
• Escalate faults to next level as necessary and ensure clearance procedures are applied and followed
• Analyze and classify each fault as it occurs on the network
• Keep management informed of any red alert customer and network faults and initiate escalation procedures as necessary
• Accept tickets and work with other groups and organizations to resolve problems within set times

About You

We are looking for a highly skilled and experienced professional with a strong background in telecommunications and contact center operations. Your expertise in Genesys Framework v7.6, v8.x, and Genesys Voice portal will be essential in resolving complex technical issues. Additionally, your experience with reporting solutions, client interfaces, and scripting languages such as Voice XML, PHP, and Java will be valuable assets in this role.

Requirements

• Strong experience in telecommunications with 3-5 years technical experience
• Relevant experience in contact center operations and Genesys system management
• Excellent troubleshooting and problem-solving skills
• Ability to work under pressure and manage multiple tasks
• Excellent communication and interpersonal skills
• Service-oriented and customer-focused approach

Department

Our Global Delivery and Operations team manages and integrates the complexity of international communications, freeing our customers to focus on 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.

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