Orange Business
Website:
orange-business.com
Job details:
About Us
Join us at Orange Business!
We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
About The Role
Drive the delivery and continuous improvement of robust, scalable contact center solutions by managing escalations, integrating advanced technologies, and optimizing omnichannel interactions to support seamless customer experiences across Orange’s platform ecosystem.
- Troubleshoot and resolve escalated incidents related to IVR, call routing, SIP trunks, and omnichannel interactions.
- Collaborate with Genesys Support and vendors to address critical platform issues effectively.
- Manage incident response processes and conduct root cause analysis for outages and service disruptions.
- Provide operational support for Genesys Cloud CX, NICE CXone, and Webex Contact Center solutions aligned with business requirements.
- Develop and configure IVR flows, call routing strategies, and omnichannel interaction paths.
- Integrate Genesys Cloud with CRM systems such as Salesforce and Microsoft Dynamics, as well as databases and third-party applications.
- Configure and optimize ACD, Workforce Management, and Workforce Engagement Management features.
- Guide the team in daily monitoring, maintenance, and troubleshooting of the contact center environments.
- Optimize SIP trunking, voice quality, and telephony infrastructure to ensure high performance.
- Manage user roles, permissions, and security configurations within the Genesys platform.
- Develop and maintain APIs, webhooks, and system integrations to enhance automation and scalability.
- Implement AI-powered chatbots, speech analytics, and automation solutions to drive efficiency.
- Utilize cloud service providers such as AWS, Azure, or Google Cloud to support scalable integration solutions.
About You
You bring over 5 years of experience in Contact Center Engineering, including a minimum of 3 years with hands-on work in Genesys Cloud CX. You possess deep technical knowledge in ACD, IVR, SIP, WebRTC, and omnichannel functionality, along with experience in scripting and API integrations. You are proficient with cloud platforms such as AWS, Azure, or GCP, and adept at integrating contact center solutions with CRM systems. Your background includes workforce engagement management and AI-driven technologies, and you hold relevant certifications such as Genesys Cloud CX/NICE CXone CIP Core.
Your professional skills:
- Demonstrate extensive experience with Genesys Cloud CX and contact center engineering spanning more than 5 years.
- Apply in-depth knowledge of telephony systems including ACD, IVR, SIP, WebRTC, and omnichannel communication features.
- Utilize programming and scripting skills in JavaScript, Python, JSON, and RESTful APIs to support system integrations and automation.
- Leverage expertise in cloud platforms such as AWS, Azure, or Google Cloud and adhere to security best practices.
- Integrate contact center platforms with CRM software including Salesforce, ServiceNow, and Microsoft Dynamics to enhance customer data flow.
- Employ hands-on experience with Architects, Composer, and Interaction Routing tools within contact center environments.
- Incorporate workforce engagement solutions, speech analytics, and AI-driven technologies to improve contact center operations.
Your soft skills:
- Effectively address and resolve complex technical problems with clear troubleshooting strategies.
- Communicate complex concepts and technical information clearly and professionally to diverse stakeholders.
- Adapt to evolving technologies and dynamic project requirements with flexibility and continuous learning.
- Collaborate effectively within cross-functional teams to achieve shared goals and maintain operational excellence.
Join Orange as a Contact Center Specialist to contribute to innovative customer experience solutions in a collaborative and dynamic environment. Your expertise will drive impactful enhancements across cloud-based contact center platforms, enabling seamless interactions and operational excellence. Experience an environment that values skill development, adaptability, and continuous improvement, aligned with Orange’s mission to connect and empower communities.
What We Offer
- Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
- Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
- Professional Development: training programs and upskilling/re-skilling opportunities.
- Career Growth: Internal growth and mobility opportunities within Orange.
- Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
- Reward Programs: Employee Referral Program, Change Maker Awards.
Only Your Skills Matter
Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.
Click on Apply to know more.
