Technical Account Manager

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.

Role Mission

The Technical Account Manager (TAM) is a strategic customer-facing role within Orange Businesss Global Delivery & Support Global Platform & Services (GPS) Expertise organization. TAMs act as trusted advisors responsible for delivering technical guidance service governance and value realization across a diverse portfolio of Unified Communications and Contact Center solutions including B2G Business Talk (BT) Cisco Webex Microsoft Teams Video Genesys Nice and more.

You will bridge business and technology managing the end-to-end customer journeyfrom onboarding through transformation and optimization ensuring operational stability technical excellence and continuous improvement aligned to customer business objectives.

Key Tasks & Duties:

• Customer Lifecycle Management
  Own and manage end-to-end service delivery and lifecyclefrom onboarding through steady state to evolutionensuring high satisfaction and strategic alignment.
• Technical Consultancy & Expertise
  Deliver expert consultancy across UC and CC solutions. Guide customers on service integration feature adoption and business alignment.
• Incident & Problem Coordination
  Monitor and coordinate critical incidents and crisis situations. Act as escalation lead ensure RCA follow-up and drive permanent resolution.
• Multi-Platform Monitoring & Reporting
  Track service performance across platforms (e.g. Microsoft Cisco Genesys Nice) using tools like Power BI dashboards and vendor portals. Provide insights and improvement recommendations to CSMs and customers.
• Engagement in Technical Projects
  Participate in build upgrade and migration projects. Contribute to HOTO (Hand-Over to Operations) activities and assess readiness for GO/NO-GO decisions.
• Proactive Service Reviews & Optimization
  Conduct regular service reviews and success planning sessions with customers. Recommend service evolution upsell opportunities and roadmap alignment.
• Cross-Functional Orchestration
  Collaborate with Service Desks Engineering Change/Release Managers Product Owners and Vendors to ensure holistic service delivery.
• Business Insight & Digital Transformation Support
  Help customers translate technical capabilities into strategic outcomes. Contribute to digital transformation efforts by identifying new service features or migration paths.
• Portfolio-Wide Scope
  Manage multiple logos and technologies across a blended services landscape leveraging broad technical knowledge and business acumen.

Required Qualifications / Skills

• 5 years of experience in UC/CC domain.
• Proven experience with a broad mix of technologies including at least several from the following: B2G BT WebEx Microsoft Teams Video conferencing Genesys Nice VoIP or other UC/CC solutions.
• Solid understanding of:
• VoIP SIP telephony networks
• Networking and security basics
• Cloud platforms (Azure AWS GCP foundational level)
• Experience working in ITIL-driven environments with an understanding of incident change and release processes.
• Ability to manage multiple priorities in a fast-paced global customer-facing environment.
• Excellent and fluent in English language (French is a big plus).
• V. Good communication (written and spoken).
• Autonomous and can work under minimal supervision.
• Pro-active approach to work.
• Customer service-oriented attitude.
• Problem ownership and dedications.

Certifications (Preferred but not Mandatory)

• Microsoft Teams Voice / Collaboration
• Cisco Collaboration / CCaaS Certifications
• Genesys / Nice Technical Certifications
• ITIL v4 Foundation (Required)
• PMP PRINCE2 or Scrum Master (Nice to have)
• Cloud Fundamentals (Azure AWS or GCP)

You bring a can-do attitude tackle challenges head-on and challenge the status quo with new and innovative ideas.