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
Role Overview:
You will be responsible for delivering technical solutions tailored to customer needs. Your involvement will span the entire project lifecycle, working closely with both the team and customers to ensure successful implementation and support throughout the process.
Responsibilities:
- Participate in solution design and support presales activities.
- Deliver demonstrations of CX solutions to customers.
- Support the implementation of Proof of Concepts (POC).
- Build, run, and provide Level 3 (L3) support for solutions.
Engage in engineering activities related to NICE – CxOne, Webex Contact Center and Cisco Unified, packaged contact center solutions, and the broader ecosystem portfolio
About You
Role Overview:
You will be responsible for delivering technical solutions tailored to customer needs. Your involvement will span the entire project lifecycle, working closely with both the team and customers to ensure successful implementation and support throughout the process.
Responsibilities:
- Participate in solution design and support presales activities.
- Deliver demonstrations of CX solutions to customers.
- Support the implementation of Proof of Concepts (POC).
- Build, run, and provide Level 3 (L3) support for solutions.
Engage in engineering activities related to NICE – CxOne, Webex Contact Center and Cisco Unified, packaged contact center solutions, and the broader ecosystem portfolio
NICE CXOne & Webex contact center - ACD
- Omnichannel Routing
- Proactive Engagement
- Digital Channels (Chat, Email, WhatsApp etc.)
- Reporting and Analytics
- Quality and Performance Management
- Develop IVR application consuming Web APIs
- API Integrations: Sales force, ServiceNow, SAP, MS Dynamic etc. (using API web services, databases, CTI, and reporting)
- Custom Gadget development, modification agent desktop layouts custom screen popup
- Payment Gateway APP – integration via SIP and IVR scripts
- Feedback Management
- Performance Management
- Quality Management
- Quality Analytic advance
- Work force management
- Personal connection / Outbound dialer
Agentic AI & Autonomous Resolution - System Integration: connect directly to CRMs, billing tools, and logistics platforms to retrieve data and perform tasks.
- Dynamic Intellectual: agents use dynamic reasoning to handle complex requests that don't follow a linear script.
- SMART IVR Action: Instead of just answering questions, process refunds, update billing records, and book appointments without human intervention.
- Co Pilot & Autopilot - Agent & Supervisor
- AI Routing, Enlighten Actions and Auto Summary
- Real-Time Assist, Agent Burnout Detection
- Virtual Agent Self-Service
- Interaction Summaries & Auto CSAT
- Troubleshooting: Knowing how to collect data, troubleshoot common issues (e.g., agent desktop disconnects, call recording issues), and debug system components.
- Analyze and Interpret business requirements to identify risks and design appropriate solutions
- Collaborate with project team members to provide input, take scope of work and design specifications
- Develop and assess the capabilities and limitations of the applications and technologies and recommend alternatives and solutions
- Produce HIGH- & Low-Level Design documents
- Coordinate Customer Acceptance Testing
- Development of monitoring tool for contact center & Recording Eco system
- Development of automation tools which reduce human intervention, save effort and improve availability of product.
You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.
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 Matter
Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neurotype, 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.
