Senior Solutions Expert

Orange Business is here!

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

• Support presales activities including technical demos, POCs, and effort estimation for Cisco Contact Center solutions (on-prem and cloud).
• Own Webex Contact Center technical responsibilities including solution configuration & validation, troubleshooting of customer call handling flows/agent experience, and ensuring operational readiness (as per scope).
• Lead deployment/implementation end-to-end for greenfield and expansion projects covering Cisco ICM / UCCE/PCCE, UCCX, and Webex Contact Center.
• Provide L3 operational support and incident resolution for PCCE, UCCE, UCCX, and Webex CC, including root-cause analysis and corrective actions.
• Perform deep troubleshooting for complex issues across ICM call flows and components such as ICM Router, Logger, PGs, AW/HDS, CVP, VVB, Finesse, CCMP, VXML Gateway, Ingress GW, and CUSP.
• Support voice infrastructure and integrations including CUCM, Unified Presence, SIP/endpoints, gateways, and IP/PSTN integration, with strong knowledge of routing, switching, QoS, and firewall.
• Execute and support upgrades and new deployments of UCCE /PCCE components, including validation and post-change verification.
• Deploy and troubleshoot NICE Engage / NTR and Verint voice recording solutions (where in scope).
• Work with VMware/vCenter, MS SQL, and Windows/Linux servers, ensuring platform readiness and system health.
• Provide strong communication, reporting, and stakeholder management, with capability to handle on-call support, work under pressure, and coach/mentor team members.

 

About you

 

Involve in Design, build, run (L3 support), engineering activities and support to Presales ( Demo, POC, Effort estimation etc.) for Cisco contact Center Enterprise, CCX and Webex Contact Center portfolio.

 

You 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.

 

Act as technical lead for the Presales support, Design, deployment, and operational support of Cisco Contact Center Solution on-premise and cloud.

 

 

 

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.

Responsibilities

- Support presales activities including technical demos, POCs, and effort estimation for Cisco Contact Center solutions (on-prem and cloud).
- Own Webex Contact Center technical responsibilities including solution configuration & validation, troubleshooting of customer call handling flows/agent experience, and ensuring operational readiness (as per scope).
- Lead deployment/implementation end-to-end for greenfield and expansion projects covering Cisco ICM / UCCE/PCCE, UCCX, and Webex Contact Center.
- Provide L3 operational support and incident resolution for PCCE, UCCE, UCCX, and Webex CC, including root-cause analysis and corrective actions.
- Perform deep troubleshooting for complex issues across ICM call flows and components such as ICM Router, Logger, PGs, AW/HDS, CVP, VVB, Finesse, CCMP, VXML Gateway, Ingress GW, and CUSP.
- Support voice infrastructure and integrations including CUCM, Unified Presence, SIP/endpoints, gateways, and IP/PSTN integration, with strong knowledge of routing, switching, QoS, and firewall.
- Execute and support upgrades and new deployments of UCCE /PCCE components, including validation and post-change verification.
- Deploy and troubleshoot NICE Engage / NTR and Verintvoice recording solutions (where in scope).
- Work with VMware/vCenter, MS SQL, and Windows/Linux servers, ensuring platform readiness and system health.
- Provide strong communication, reporting, and stakeholder management, with capability to handle on-call support, work under pressure, and coach/mentor team members.