Verified Job
Content Writer
Contact Center Senior Specialist
Content Writer
#49820
Remote / WFH
Orange Business
Job Description
We are seeking a highly skilled Contact Center Senior Specialist to provide operational support for our Genesys Cloud CX /Nice Cx One /Webex CC environment. The ideal candidate will be responsible for ensuring the stability, performance, and continuous improvement of our cloud-based contact center platform. This role involves troubleshooting complex issues, optimizing system performance, and working closely with internal teams and vendors to maintain seamless operation.
About you
Key Responsibilities
Incident Management & Escalation Management:
• Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions.
• Work with Genesys Support and vendors to resolve critical platform issues.
• Manage incident response and root cause analysis (RCA) for outages and service disruptions.
• Operational Support on Genesys Cloud CX /Nice Cx One /Webex CC solutions based on business requirements.
• Develop and configure IVR flows, call routing strategies, and Omnichannel interactions.
• Integrate Genesys Cloud with CRM systems (Salesforce, Dynamics, etc.), databases, and third-party applications.
• Configure and optimize ACD (Automatic Call Distribution), Workforce Management (WFM), and Workforce Engagement Management (WEM) features.
Administration & Support:
• Guide team on daily monitoring, maintenance, and troubleshooting of Genesys Cloud CX /Nice Cx One /Webex CC environments.
• Provide support for complex issues, working with Genesys Support when necessary.
• Optimize SIP trunking, voice quality, and telephony infrastructure.
• Manage user roles, permissions, and security configurations within the Genesys platform.
Integration & Automation:
• Develop and maintain APIs, webhooks, and integrations with external applications.
• Implement AI-powered chatbots, speech analytics, and automation solutions.
• Utilize AWS, Azure, or Google Cloud for cloud-based integrations and scalability.
Performance Monitoring & Optimization:
• Analyze call flows, reporting metrics, and KPIs to improve performance.
• Fine-tune routing strategies, self-service capabilities, and AI-driven solutions for enhanced customer experience.
• Conduct load testing, failover planning, and system upgrades.
Training & Documentation:
• Develop technical documentation, SOPs, and best practices for the Genesys Cloud/ Nice Cx One environment.
• Train IT staff and end-users on Genesys Cloud features and enhancements.
• Stay updated on Genesys roadmap, new releases, and industry trends.
Required Skills & Qualifications:
• 5+ years of experience in Contact Center Engineering, with at least 3+ years of hands-on Genesys Cloud CX experience.
• Deep understanding of ACD, IVR, SIP, WebRTC, and omnichannel features.
• Experience with APIs, SDKs, and scripting (JavaScript, Python, JSON, RESTful APIs).
• Strong knowledge of cloud platforms (AWS, Azure, GCP) and security best practices.
• Experience integrating Genesys Cloud with CRM (Salesforce, ServiceNow, Microsoft Dynamics, etc.).
• Familiarity with workforce engagement management (WEM), speech analytics, and AI-driven solutions.
• Hands-on experience with Architect, Composer, and Interaction Routing.
• Excellent problem-solving, troubleshooting, and communication skills.
Preferred Qualifications:
• Genesys Cloud CX/ NICE CXone CIP Core certification.
• Knowledge on AI/ML-driven chatbots (Google Dialogflow, AWS Lex, IBM Watson, etc.).
• Background in networking, SIP trunking, and voice quality optimization.
• Understanding of ITIL best practices and incident management
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 matterRegardless of your age, gender identity, race, ethnic origin, religion/belief, ****** orientation, marital status, neuroatypia, 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.
About you
Key Responsibilities
Incident Management & Escalation Management:
• Troubleshoot and resolve escalated Level 2 & 3 incidents related to IVR, call routing, SIP trunks, and omnichannel interactions.
• Work with Genesys Support and vendors to resolve critical platform issues.
• Manage incident response and root cause analysis (RCA) for outages and service disruptions.
• Operational Support on Genesys Cloud CX /Nice Cx One /Webex CC solutions based on business requirements.
• Develop and configure IVR flows, call routing strategies, and Omnichannel interactions.
• Integrate Genesys Cloud with CRM systems (Salesforce, Dynamics, etc.), databases, and third-party applications.
• Configure and optimize ACD (Automatic Call Distribution), Workforce Management (WFM), and Workforce Engagement Management (WEM) features.
Administration & Support:
• Guide team on daily monitoring, maintenance, and troubleshooting of Genesys Cloud CX /Nice Cx One /Webex CC environments.
• Provide support for complex issues, working with Genesys Support when necessary.
• Optimize SIP trunking, voice quality, and telephony infrastructure.
• Manage user roles, permissions, and security configurations within the Genesys platform.
Integration & Automation:
• Develop and maintain APIs, webhooks, and integrations with external applications.
• Implement AI-powered chatbots, speech analytics, and automation solutions.
• Utilize AWS, Azure, or Google Cloud for cloud-based integrations and scalability.
Performance Monitoring & Optimization:
• Analyze call flows, reporting metrics, and KPIs to improve performance.
• Fine-tune routing strategies, self-service capabilities, and AI-driven solutions for enhanced customer experience.
• Conduct load testing, failover planning, and system upgrades.
Training & Documentation:
• Develop technical documentation, SOPs, and best practices for the Genesys Cloud/ Nice Cx One environment.
• Train IT staff and end-users on Genesys Cloud features and enhancements.
• Stay updated on Genesys roadmap, new releases, and industry trends.
Required Skills & Qualifications:
• 5+ years of experience in Contact Center Engineering, with at least 3+ years of hands-on Genesys Cloud CX experience.
• Deep understanding of ACD, IVR, SIP, WebRTC, and omnichannel features.
• Experience with APIs, SDKs, and scripting (JavaScript, Python, JSON, RESTful APIs).
• Strong knowledge of cloud platforms (AWS, Azure, GCP) and security best practices.
• Experience integrating Genesys Cloud with CRM (Salesforce, ServiceNow, Microsoft Dynamics, etc.).
• Familiarity with workforce engagement management (WEM), speech analytics, and AI-driven solutions.
• Hands-on experience with Architect, Composer, and Interaction Routing.
• Excellent problem-solving, troubleshooting, and communication skills.
Preferred Qualifications:
• Genesys Cloud CX/ NICE CXone CIP Core certification.
• Knowledge on AI/ML-driven chatbots (Google Dialogflow, AWS Lex, IBM Watson, etc.).
• Background in networking, SIP trunking, and voice quality optimization.
• Understanding of ITIL best practices and incident management
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 matterRegardless of your age, gender identity, race, ethnic origin, religion/belief, ****** orientation, marital status, neuroatypia, 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.
