Contact Center Specialist

Publication date : Aug 20, 2026, 12:00AM

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.