Job Description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.Inviting applications for the role of Consultant Nice InContactIn this role, you will be responsible for supporting existing business unit accounts on CXOne and work with new implementations. This involves maintaining and monitoring current system, design and support several call flows for multiple clients, support business needs to service inbound and outbound agent and multi-channel integration.ResponsibilitiesPerform routine maintenance and monitor performance, capacity, and availability of the voice infrastructure.Help design and implement short and long-term strategic plans to ensure the voice solutions meet existing and future requirements.Design and implement new Nice InContact Call flow using InContact Studio application. Create skills and point of contacts as needed per client.Troubleshoot, trace and identify any issues on CXOne scripts.Act as point of escalation with recurring telecommunications issues which includes root cause and remediation.Serve as a cross-platform technical subject matter expert to facilitate the integration of voice systems with business applications and to optimize the use of carrier services while maintaining appropriate security.Qualifications we seek in you!Minimum Qualifications / SkillsB.Tech/B.E/ MCAExcellent written and verbal communication skillsPreferred Qualifications/ SkillsExpert on CXOne Nice InContact and related componentsAble to work on Nice InContact Studio setup and designs. Can start new scripts on inbound, Outbound preview and predictive campaigns.Experience with InContact Omnichannel, DFO, chat, and email.Full understanding of SIP protocols and design criteriaVery familiar with inbound/outbound operations.Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at and on , , , and .Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,\' paying to apply, or purchasing equipment or training.

Genpact