Job Description

Publication date : Feb 03, 2026, 12:00AM Orange Business is here!
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
We are seeking an experienced and detail-oriented Contact Center Specialist (Augmented Cx )specializing in Genesys Cloud/Webex CC and NICE CXone platforms. The role is integral to maintaining the stability and reliability of customer experience systems by managing incidents, resolving issues, and collaborating with cross-functional teams. The ideal candidate will have a strong technical background, excellent problem-solving skills, and a passion for delivering exceptional support. About you
Key Responsibilities * Incident Management and Resolution:

• Act as the primary point of contact for incidents related to Genesys Cloud and NICE CXone platforms.
• Investigate, diagnose, and resolve incidents within SLA timelines.
• Escalate complex issues to higher-level support or vendor teams as needed.
• Monitoring and Reporting:

• Continuously monitor system performance and proactively identify potential issues.
• Generate and analyze incident reports, providing insights to improve system performance and minimize downtime.
• Collaboration and Coordination:

• Collaborate with infrastructure, networking, and development teams to resolve incidents effectively.
• Liaise with third-party vendors, including Genesys and NICE CXone, for advanced troubleshooting and updates.
• Change Management:

• Assess and manage changes to the Genesys Cloud and NICE CXone environments.
• Participate in platform upgrades, patches, and configuration changes.
• Documentation and Knowledge Sharing:

• Maintain detailed documentation of incidents, root cause analyses, and resolution processes.
• Contribute to knowledge base articles to improve team efficiency and self-service support.

Qualifications and Experience Required:

• Bachelor's degree in computer science, Information Technology, or related field.
• 3+ years of experience in incident management or support roles with Genesys Cloud and NICE CXone platforms.
• Strong understanding of contact center operations and technology.
• Proficiency in troubleshooting, log analysis, and performance monitoring.
• Familiarity with ITIL frameworks and best practices.

Preferred:

• Certification in Genesys Cloud and/or NICE CXone systems.
• Experience with scripting and automation tools (e.g., Python, PowerShell).
• Knowledge of cloud-based environments (e.g., AWS, Azure).
• 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)

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, sexual 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.

Only your skills matter
Regardless of your age, gender, origin, religion, sexual orientation, neurodiversity, disability, or appearance, we actively encourage diversity within our teams, as it is both a collective strength and a driver of innovation. Orange is a disability-friendly company: please feel free to let us know about any specific needs you may have.

Skills Required