Lead Solutions Expert

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 30000 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.

Job Responsibilities

To Involve in Design build run (L3 support) & engineering activities for NICE & Cisco contact center and ecosystem portfolioyou will be responsible for providing technical solutions to meet the various needs of our customer. Your involvement will be in full-life cycle of an implementation project while interacting closely with the team & customer to meet specific needs throughout the project. Ensure technical lead for the Design deployment and operational support of Cisco Contact Center Solution

Key Job Requirement & responsibilities-Design BUILT and Operation

• Cognigy & other Voice Digital bot
  • Constructing multi-turn conversational trees using Cognigys low-code Flow Editor configuring Lexicons and managing snapshots/deployment
  • Integrations of voice bots with Cognigy and CXOne
  • LLM & Agentic AI Orchestration: Selecting and configuring foundational models (OpenAI Claude Azure AI) optimizing prompts and structuring Retrieval-Augmented Generation (RAG) solutions using

• NICE CXOne
  • ACD configuration
  • Omnichannel Routing
  • Designing routing scripts (Studio scripts) managing Skills Points of Contact (POC) and orchestrating live agent handovers via CXone APIs.
  • Develop IVR application consuming Web APIs
  • Integrate IVR with CRMs (Sales force SAP MS Dynamic etc. ) using API web services databases CTI and reporting
  • Proactive Engagement
  • Digital Channels -email & Chat - WhatsApp Facebook etc.
  • Personal connection / Outbound dialer
  • Reporting and Analytics
  • QM and Performance Management
  • Custom Gadget development modification agent desktop layouts custom screen popup
  • SCV - Salesforce cloud for voice

• Cisco Webex Contact Center
  • Develop IVR applications using flow designer
  • Develop IVR application consuming Web APIs
  • Integrate IVR with CRMs (Sales force SAP MS Dynamic etc. ) using API web services databases CTI and reporting
  • Custom Gadget development modification agent desktop layouts custom screen popup
• 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 specification
• 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 automation tools which reduce human intervention save effort and improve availability of product.

Job Responsibilities

To Involve in Design build run (L3 support) & engineering activities for NICE & Cisco contact center and ecosystem portfolioyou will be responsible for providing technical solutions to meet the various needs of our customer. Your involvement will be in full-life cycle of an implementation project while interacting closely with the team & customer to meet specific needs throughout the project. Ensure technical lead for the Design deployment and operational support of Cisco Contact Center Solution

Key Job Requirement & responsibilities-Design BUILT and Operation

• Cognigy & other Voice Digital bot
  • Constructing multi-turn conversational trees using Cognigys low-code Flow Editor configuring Lexicons and managing snapshots/deployment
  • Integrations of voice bots with Cognigy and CXOne
  • LLM & Agentic AI Orchestration: Selecting and configuring foundational models (OpenAI Claude Azure AI) optimizing prompts and structuring Retrieval-Augmented Generation (RAG) solutions using

• NICE CXOne
  • ACD configuration
  • Omnichannel Routing
  • Designing routing scripts (Studio scripts) managing Skills Points of Contact (POC) and orchestrating live agent handovers via CXone APIs.
  • Develop IVR application consuming Web APIs
  • Integrate IVR with CRMs (Sales force SAP MS Dynamic etc. ) using API web services databases CTI and reporting
  • Proactive Engagement
  • Digital Channels -email & Chat - WhatsApp Facebook etc.
  • Personal connection / Outbound dialer
  • Reporting and Analytics
  • QM and Performance Management
  • Custom Gadget development modification agent desktop layouts custom screen popup
  • SCV - Salesforce cloud for voice

• Cisco Webex Contact Center
  • Develop IVR applications using flow designer
  • Develop IVR application consuming Web APIs
  • Integrate IVR with CRMs (Sales force SAP MS Dynamic etc. ) using API web services databases CTI and reporting
  • Custom Gadget development modification agent desktop layouts custom screen popup
• 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 specification
• 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 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.

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.