Consultant, Voice Engineer, Operations

Ready to build the future with AI

At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.

If you thrive in a fast-moving innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of whats possible this is your moment.

Genpact (NYSE : G) is anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.

Inviting applications for the role of Consultant Voice Engineer Operations!

The Voice Engineering Operations role ensures the smooth functioning of voice-related systems by managing incidents service requests and voice platform tickets (Genesys Cloud and Cisco) via ServiceNow. The role also focuses on process improvement automation opportunities and SOP validation

Responsibilities

Provide Voice Engineering Operations (Coverage 8 x 5 weekdays during US business hours)

Provide Voice engineering operations involving several critical tasks to ensure the smooth functioning of voice related systems.

Handle SNOW requests and Incidents during support coverage hours.

Identify automation opportunities and drive top categories process improvements.

Identify Automation use cases to be executed as directed by Client FTEs and Managers

Create and validate SOPs for various categories.

Handle Genesys Cloud and Cisco voice related tickets in Service Now (SNOW)

Provide Voice engineering operations involving several critical tasks to ensure the smooth functioning of voice related systems.

Qualifications we seek in you!

Minimum Qualifications

Bachelors degree or equivalent field of study.

Soft Skills : Excellent problem-solving and analytical skills strong communication and collaboration abilities ability to work independently and as part of a team

Preferred Qualifications / Skills

Experience with Genesys Cloud and Cisco Voice Systems

Configuration troubleshooting and ticket handling

Proficiency in ServiceNow (SNOW)

Managing incidents requests and change tickets

Understanding of VoIP protocols and infrastructure

SIP RTP QoS and network fundamentals

Basic scripting or automation skills

PowerShell Python or similar for identifying and implementing automation use cases

Knowledge of ITIL processes

Especially around incident request and change management

Ability to create and validate SOPs (Standard Operating Procedures)

Experience in identifying process improvement opportunities

Familiarity with compliance and audit requirements in voice systems

Strong documentation and reporting skills

Why join Genpact

Lead AI-first transformation Build and scale AI solutions that redefine industries

Make an impact Drive change for global enterprises and solve business challenges that matter

Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills

Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace

Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build

Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters : Up.

Lets build tomorrow together.

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 respect and integrity customer focus and innovation.

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.

Required Experience :

Contract

Key Skills

EIGRP,VOIP,VMware,Avaya,BGP,LAN,OSPF,QoS,Project Planning,Scripting,Unity,Troubleshooting

Employment Type : Full-Time

Experience : years

Vacancy : 1