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.

We are seeking a highly skilled and experienced Contact Center Expert with over 7 years of hands-on experience in designing, implementing, and managing contact center solutions. The ideal candidate should have specialized expertise in Genesys and Amazon Connect platforms to drive seamless customer engagement and operational efficiency.

Key Responsibilities:

• Design, develop, and optimize contact center solutions using Genesys and Amazon Connect.
• Lead end-to-end implementation and integration of contact center systems.
• Provide technical guidance and support for contact center projects.
• Collaborate with cross-functional teams to gather requirements and deliver tailored solutions.
• Troubleshoot and resolve complex issues related to contact center platforms.
• Conduct system testing, performance tuning, and capacity planning.
• Stay updated with the latest features and best practices for Genesys and Amazon Connect.
• Integrate AI-based tools for enhanced reporting, analytics, real-time voice translation, and transcription.
• Train and mentor team members on platform functionalities and best practices.

Required Skills and Qualifications:

• 7+ years of experience in contact center technology and solutions.
• Proven expertise in Genesys (Cloud and On-Premise) and Amazon Connect.
• Strong understanding of IVR, CTI, omnichannel routing, and workforce management.
• Experience with system integration, APIs, and scripting.
• Excellent problem-solving and communication skills.
• Ability to work independently and as part of a team.
• Relevant certifications in Genesys and Amazon Connect are a plus.

Good to Have:

• Experience with AI-based tools for reporting, analytics, and customer insights.
• Knowledge of real-time voice translation and transcription technologies.
• Familiarity with AI/ML integration within contact center platforms.
• Experience with cloud infrastructure and security best practices.
• Project management experience.

• 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.

Regardless 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