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Contact Center Senior Specialist
Orange Business
posted 3mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
about the role
about you
department
key accountabilities
- Perform identification of failure points, troubleshooting and resolution for Genesys & FCC system faults in customer and OBS network
- Liaise with the other OBS groups to resolve contact center faults on the network.
- Log and track faults for voice customers and provide progress update reports until resolution
- Liaise with next level for fault escalation and resolution.
- To oversee faults and alarms passed to CTS2 and ensure clearance procedures are applied and followed.
- To ensure the correct analysis and classification of each fault as it occurs on the network
- To keep Management informed of any red alert Customer and Network faults, and initiate escalation procedures to next level as necessary, and provide them with all fault details
- To accept Tickets and able to work with other groups and organization to resolve problem within set times.
- Any other tasks or projects relevant to job as assigned by the group manager
- Activate chronic procedures to next level and Service Managers as necessary
knowledge and abilities
- Troubleshooting skills on Genesys Framework v7.6,v8.x & Genesys Voice portal
- Experience on reporting solutions (Informart & contact center analyser) & client interfaces (CCPulse & Genesys Interactive Insights)
- Knowledge on scripting of Voice XML, PHP & Java
- Experience on Automatic Speech Recognition & Text to speech (Nuance, Talisma etc)
- Cosmocom contact center knowledge would be added advantage
- Working experience on different dialogic crads and Voice Gateways used in CC.
- Configuration of E1/T1 and understanding of related protocols (ISDN & SIP)
- Experience on Windows 2000/2003 and Linux/Unix
- Knowledge on database (mysql, mssql& oracle) and SQL
- Qualified on Network, LAN/WAN topologies and protocols
- Ability to carefully plan and co-ordinate work according to a demanding time schedule
- Excellent interpersonal and communication skills with the ability to operate in a multicultural and cross-functional organization.
- Service oriented, customer focused, and have the ability to resolve complex - problems through a calculated and methodical approach.
- Ability to work under pressure.
- Ability to deal with multiple tasks.
- Presentation/Report writing skills
- Excellent problem solving skills are necessary.
- Proactive, self motivated and determined attitude
- Flexibility in terms of working hours.
- English language proficiency required second/multiple international language(s) proficiency beneficial.
Education, qualifications, and certifications
- Engineering degree in telecommunication or Equivalent
- Formal certifications or trainings (i.e. Genesys Certified Associate (GCA), Genesys Certified Professional (GCP) & Genesys Certified Professional Consultant)
Experience
- Strong experience in telecommunications with 3-5 years technical
- Relevant experience should be 3-4 years
Global Delivery & Operations
Employment Type: Full Time, Permanent
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People are getting interviews through
(based on 65 Orange Business interviews)
Job Portal
Referral
Campus Placement
Company Website
Recruitment Consultant
Walkin
31%
17%
15%
8%
6%
5%
18% candidates got the interview through other sources.
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High Confidence means the data is based on a large number of responses received from the candidates.
What people at Orange Business are saying
Rating based on 6 Senior Specialist
reviews
Anonymous · Information Technology
in Gurgaon
Likes
Proud to work at Orange Business Services
Dislikes
Having lot of work pressure during working hours
Read 6 reviewsSenior Specialist salary at Orange Business
reported by
79
employees
with 4-10
years exp.
₹6
L/yr - ₹14
L/yr
31%
less
than the average Senior Specialist Salary in India
View more details
What Orange Business employees are saying about work life
based on 1.3k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Orange Business Benefits
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