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
- Provide level 2 support for Cisco collaboration platforms including Cisco Unified Communications Manager, Cisco Unified Contact Center Enterprise, Cisco -Unified Contact Center Express, Cisco Webex Dedicated Instance, Cisco Unity Connection, and Voice Gateways (VGW)
- Act as escalation point for Level 1 support, handling complex voice and collaboration incidents
- Troubleshoot call routing, SIP/H.323 signaling, dial plans, call failures, and voice quality issues
- Perform advanced diagnostics using CUCM traces (SDI/SDL), UCCX logs, and gateway debugs
- Manage and troubleshoot VGW, including dial peers, PSTN connectivity, and codec negotiation
- Implement service changes (dial plan updates, route patterns, provisioning, contact center scripts) following change management processes
- Conduct root cause analysis (RCA) for major or recurring incidents and implement preventive actions
- Monitor system health, alarms, and performance across collaboration environments
- Support upgrades, patches, migrations, and integrations (including Webex DI environments)
- Maintain accurate configuration and documentation of UC infrastructure (endpoints, gateways, trunks, contact center components)
- Provide regular updates to customers and stakeholders throughout incident lifecycle
- Escalate critical issues to senior engineers or Cisco TAC with detailed technical analysis
- Collaborate with network and infrastructure teams to ensure end-to-end service delivery
About You
Educational Qualifications:
- B.Sc. degree in Computer Science, communications or electronics engineering
- Certification at any of the following :
- CCNA, CCNP CollaborationProfessional Requirements:-At least 3 years of professional experience
- At least 2 years of IT/Voice technical experience
- Excellent knowledge of security and network concepts
- SIP knowledge-Excellent understanding of IT & networking (routing, switching) & network security concepts & technologies.
- Analytical Troubleshooting experience – Familiar with Network Protocol Analyzers such as Wireshark.
- Excellent interpersonal and customer facing skills.
- Strong problem solving, analytical thinking and troubleshooting skills.
- Excellent phone manner and business communication skills.
- Good understanding of ITIL incident & change management processes.
- Fluent English (reading and writing)
- French Language is a plus
You bring rigor, passion for challenges, and determination. You seek the opportunity to expand your expertise, achieve your goals, and thrive.
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.
