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
As the technical architect, transferring customers’ requirements into a solution based on Oranges’ products and services. For all installed customer base, owner of technical design from concept through quotation to subsequent ordering and implementation, including technical validation of all associated customer deliverables.key accountabilities key result / decision areas (outcomes):
- Maintain a good level of communication with allocated customer base and act as technical champion within OBS.
- Become an integral part of the customer account team
- Liaise directly with customer to obtain all relevant technical information for successful quote and order validation for MAC & project delivery
- Get it right first time , attention to detail
- Provide full technical detail as required for the service that is being ordered (in line with the high level customer requirements captured by Sales) as specified by the Quote
- Maintain excellent technical order quality
- Ensure service details being requested can be delivered (checking Availability, Capacity, Technical Compliance, Regulatory etc) and create/validate pricing scenarios
- Early validation of quotes with feedback to Salesr & the customer
- Create additional validation requests (ie COS & SAM) and capture additional costs into the pricing scenario
- Early validation of non-standard requests & prevent revenue leakage
- Selection and validation of the access circuit quote against the service requested.
- Get it right first time , attention to detail
- Delivering additional Technical Information as required (eg SRF2)
- Transfer customer details for accurate router configurations
- Own/Document and amend the SLA requirements
- Ensure SLA reports are current in line with the CSI-CSM Interlock process
- Resolution of Technical Rejections from SI teams
- Avoid unnecessary order delays, provide concise clarification
- Ownership of the Technical step in QUOTO
- Avoid unnecessary Quote delays, provide concise clarification
- Ownership of the Capture Technical Details step in Gold
- Avoid unnecessary order delays, provide concise clarification
- Propose alternative solutions to resolve problems and service availability issues
- Demonstrate your value and that of Orange Business Services
- Respond promptly to queries pertaining to assigned orders and Quotes
- Avoid unnecessary order delays, provide concise clarification
- Meet or exceed the targets set by the management with regards to order processing, technical clarifications and personal development
- Personal development and CSAT improvement
- Accountable for on time technical validation and reduction of the Lead Time to Connect
- Work with team to ensure technical validation and customer responses within committed timeframes and meeting major milestones
- Authority to initiate escalations to local team leader
- Take ownership of issues
- Any other duties as required by Manager
About You
knowledge and abilities:Knowledge / Understanding of:Service Delivery processes and organizationTCP/IP, Frame Relay, ATM, IPVPN, Remote Access protocolsMessaging, Voice/IPT and Security serviceProject Management skillsTime management skills and able to balance multiple projects & tasksAbility:Demonstrate initiative in proactively identifying and resolving problems that can potentially jeopardize the service due date and service qualityDetail orientedExcellent organizational and planning skills
Customer Facing Skills With Demonstrable Experience
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.
