Consultant, Nice InContact

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 compnies' 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 anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep 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 teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atand onLinkedIn,X,YouTube, andFacebook.

Inviting applications for the role of Consultant, Nice InContact

In this role, you will be responsible for supporting existing business unit accounts on CXOne and work with new implementations. This involves maintaining and monitoring current system, design and support several call flows for multiple clients, support business needs to service inbound and outbound agent and multi-channel integration.

• Perform routine maintenance and monitor performance, capacity, and availability of the voice infrastructure.
• Help design and implement short and long-term strategic plans to ensure the voice solutions meet existing and future requirements.
• Design and implement new Nice InContact Call flow using InContact Studio application. Create skills and point of contacts as needed per client.
• Troubleshoot, trace and identify any issues on CXOne scripts.
• Act as point of escalation with recurring telecommunications issues which includes root cause and remediation.
• Serve as a cross-platform technical subject matter expert to facilitate the integration of voice systems with business applications and to optimize the use of carrier services while maintaining appropriate security.

Minimum Qualifications

• B.Tech/B.E/ MCA
• Excellent written and verbal communication skills

Preferred Qualifications/ Skills

• Expert on CXOne Nice InContact and related components
• Able to work on Nice InContact Studio setup and designs. Can start new scripts on inbound, Outbound preview and predictive campaigns.
• Experience with InContact Omnichannel, DFO, chat, and email.
• Full understanding of SIP protocols and design criteria
• Very familiar with inbound/outbound operations.

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.

JobConsultant

Primary LocationIndia-Bangalore

ScheduleFull-time

Education LevelBachelor's / Graduation / Equivalent

Job PostingSep 18, 2025, 4:30:19 AM

Unposting DateOngoing

Master Skills ListConsulting

Job CategoryFull Time