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
Scope
Deliver expert-level L3 support for MS platforms — and associated ecosystems—including
Business Talk, Direct Routing, and
cloud technologies — Acting as the last line of defense before vendor escalation, this high-impact role combines deep technical expertise with strong stakeholder engagement, covering complex incident resolution, platform upgrades, proactive service improvements, and cross-functional collaboration with operations, transition, presales, and lifecycle teams. As a UC L3 expert, you play a critical role in maintaining service reliability, high availability and optimal performance, while paving the way for career growth into architecture, technical service design/management, or leadership roles.
Job Description
Mission
The primary mission of the UC L3 Expert is to ensure optimal functionality and reliability of corporate UC communications infrastructure, aligning with organizational goals through efficient service delivery, exceptional client support, and continuous improvement initiatives.
Main activities & key responsibilities
- Handle advanced and critical incidents related to Microsoft Teams tenant, AudioCodes SBCs, and Business Talk voice services.
- Conduct thorough root cause analysis (RCA) for major incidents and recurring issues to drive long term permanent resolution.
- Lead and coordinate technical recovery during outages, ensuring rapid resolution and communication.
- Execute and validate complex and non-standard change requests, platform upgrades, and migrations.
- Participate in release cycles and implementation of new features and services for Microsoft UC and Business Talk platforms.
- Review, validate, and accept new customers/services during pre-HOTO and HOTO stages.
- Work closely with Operational Readiness and Service Readiness Managers to ensure service acceptance criteria are met.
- Support technical design reviews and customer audits, ensuring compliance, documentation accuracy, and service alignment with best practices.
- Maintain and enhance internal knowledge repositories.
- Share expertise via training sessions and mentoring across support teams.
- Participate in weekly service reviews to monitor incident trends, aging tickets, and platform health for proactive improvements.
- Contribute technical expertise during presales cycles, supporting SAM & RFPs and complex solution design discussions – if needed.
- Participate in weekly service reviews to monitor incident trends, aging tickets, and platform health for proactive improvements.
- To undertake any other reasonable task as assigned.
Others:
- Candidates should be prepared for potential on-call responsibilities as required by the nature of the role.
About You
Key Skills, Knowledge and Abilities
Required Skills:
- Extensive experience with Microsoft UC: Teams, Phone System, Direct Routing.
- Expert in Teams Voice: policies, dial plans, voice routing, user provisioning.
- Hands-on with AudioCodes SBCs: setup, troubleshooting, firmware, Direct Routing.
- Strong knowledge of SIP, ISDN, PRI, BRI, and legacy PBX integration.
- Skilled in SIP signaling, media negotiation, and troubleshooting via SIP traces and Syslog.
- Experienced in hybrid voice setups and third-party PBX integration.
- Proficient in M365 admin center, PowerShell scripting, and service health monitoring.
- Familiar with Power Platform (Power Automate, Power BI) for automation/reporting.
- Strong BTG knowledge and services offered by BTG , BTD , Hookah ,Oracle SBCs.
- Skilled in root cause analysis (RCA) and clear technical documentation.
- Effective crisis-bridge orchestrator with strong customer communication skills.
- Knowledgeable in ITIL Incident, Problem, and Change Management frameworks.
Interpersonal Skills:
- Collaboration & Teamwork: Work effectively with various teams and stakeholders to achieve common goals.
- Escalation & Crisis Management: Skilled in managing crises and escalating issues effectively to ensure minimal impact.
- Leadership: Mentor junior engineers, lead transversal initiatives
- Resilience: Ability to adapt to changes and handle multiple tasks with resilience under pressure.
- Ownership: Take ownership of tasks and proactively drive them to completion with minimal supervision.
Language
- Fluency in English (written and spoken) is essential for effective collaboration and customer engagement.
- Proficiency in French is considered an advantage.
Education: Bachelor's degree in Telecommunications, Information Technology, or a related field is required.
Experience: A minimum of 3 years of hands-on experience in Microsoft Teams UC support and Business Talk voice services is required.
Certifications:
Candidates with experience or certification in the following areas will be viewed favorably. While not all certifications are not mandatory, some are highly preferred and considered a strong plus:
- Microsoft 365 Certified: Teams Administrator Associate.
- AudioCodes Certified Associate (ACA) or AudioCodes Certified Professional (ACP).
- Microsoft 365 Certified: Enterprise Administrator Expert.
- Microsoft Certified: Power Platform Fundamentals (PL-900).
- ITIL® Foundation Certification .
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.
