Technology Specialist

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 Primary focus: Genesys Cloud contact-centre automation, IVR and Architect development, routing, integrations, analytics, and CI/CD enablement. Role Purpose The Genesys Cloud Automation & DevOps Engineer will support the customer global Genesys Cloud contact centre environment by developing automated solutions, integrations, call flows, routing configurations, and deployment pipelines. The resource will focus on improving operational resilience, reducing manual configuration effort, enabling faster delivery, and enhancing customer and agent experience. Key Responsibilities Genesys Cloud Development and Configuration Design, build, test, deploy, and maintain Genesys Cloud solutions across IVR and non-IVR markets. Develop and enhance Genesys Cloud Architect call flows, including inbound, outbound, IVR, bot, and routing flows. Configure and automate: o queues, skills, routing rules, and schedules; o skills-based routing; o agent/user provisioning and access models; o data actions and workflow integrations; o contact-centre configuration changes; o outbound contact-centre capabilities where required; o reporting and operational controls. Work with Bank teams to translate customer-journey, business-process, and operational requirements into scalable contact-centre solutions. Integration and Automation Develop integrations between Genesys Cloud and Bank platforms using: o Genesys Cloud REST APIs; o Genesys SDKs; o webhooks; o JSON; o APIs and middleware services. Develop automation scripts and utilities to reduce manual administrative activity and configuration risk. Implement automated configuration validation, environment comparison, health checks, and reporting. Integrate Genesys Cloud with ServiceNow and other approved Bank systems for incident, request, alerting, and fulfilment processes. Support integration with recording, quality-management, reporting, and core banking-related services as required. About you DevOps and Release Engineering Build and manage CI/CD pipelines for Genesys Cloud configurations, scripts, integration code, and deployment artefacts. Implement version-controlled configuration management and deployment practices. Support configuration-as-code approaches and use Terraform where appropriate and approved. Automate testing, deployment validation, release evidence, and…