Job Description

about the role As a Technical Solutions Expert, you will be an integral part of our operations team focused on Unified Collaboration (UC) products and services. You will play a crucial role in incident management, change management, and release management, ensuring the seamless operation of UC systems. Technical Responsibilities: Provide Level 2 technical support for all Cisco UC products and services. Troubleshoot and resolve complex technical issues related to Cisco UC systems, including voice, video, and collaboration platforms. Collaborate with Level 1 support and other teams to effectively resolve customer incidents and ensure timely updates. Participate in critical incident escalation and resolution, collaborating with senior support staff as needed. Document all customer interactions and technical issues in the companys CRM system. Perform change and release management activities, including planning, testing, and implementing changes to Cisco UC environments. Act as a technical solution expert for Cisco UC systems, providing guidance and support to other team members as needed. Participate in regular meetings and discussions to review incidents, changes, and releases, providing insights and recommendations for improvement. about you Skills & competencies Customer centric mindset. Excellent communication and collaboration skills, with the ability to work effectively with team members and stakeholders at all levels. Proactive and self-motivated, with a passion for continuous learning and professional development. Problem solving skills. Stakeholder management skills. Escalation & Crisis management. Qualifications: Bachelors degree in Engineering, Computer Science, Information Technology or related fields. 4 + years of experience in technical support, with a focus on voice-related products and services. Very good knowledge of VOIP, Unified Communications and Contact Center Solutions. Experience in operations & crisis management. Voice related certifications are a big plus. Fluent English proficiency in both written and spoken communication is crucial for effective collaboration and customer interaction. Members with backgrounds in UC or any contact center platforms are also welcomed to apply. department Global Delivery & Operations Orange Business is 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.