Contact Center Expert

1 week ago

Mumbai, India Orange Business Services Full time

**About the role**:
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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