Solution 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

To Involve in Design, build, run (L3 support) & engineering activities for NICE & Cisco contact center and ecosystem 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. 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 Cognigy's 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.

About you

To Involve in Design, build, run (L3 support) & engineering activities for NICE & Cisco contact center and ecosystem 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. 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 Cognigy's 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.

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, neuroatypia, 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.