Verified Job
Marketing
Solution Expert
Marketing
#48104
Remote / WFH
Orange Business
Job Description
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
Role Overview:
You will be responsible for delivering technical solutions tailored to customer needs. Your involvement will span the entire project lifecycle, working closely with both the team and customers to ensure successful implementation and support throughout the process.
Responsibilities:
• Participate in solution design and support presales activities.
• Deliver demonstrations of CX solutions to customers.
• Support the implementation of Proof of Concepts (POC).
• Build, run, and provide Level 3 (L3) support for solutions.
Engage in engineering activities related to NICE – CxOne, Webex Contact Center and Cisco Unified, packaged contact center solutions, and the broader ecosystem portfolio
• NICE CXOne &Webex contact center
• ACD
• Omnichannel Routing
• Proactive Engagement
• Digital Channels (Chat, Email, WhatsApp etc.)
• Reporting and Analytics
• Quality and Performance Management
• Develop IVR application consuming Web APIs
• API Integrations: Sales force, ServiceNow, SAP, MS Dynamic etc. (using API web services, databases, CTI, and reporting)
• Custom Gadget development, modification agent desktop layouts custom screen popup
• Payment Gateway APP – integration via SIP and IVR scripts
• Feedback Management
• Performance Management
• Quality Management
• Quality Analytic advance
• Work force management
• Personal connection / Outbound dialer
• Agentic AI & Autonomous Resolution
• System Integration:connect directly to CRMs, billing tools, and logistics platforms to retrieve data and perform tasks.
• Dynamic Intellectual:agents use dynamic reasoning to handle complex requests that don't follow a linear script.
• SMART IVR Action:Instead of just answering questions, process refunds, update billing records, and book appointments without human intervention.
• Co Pilot & Autopilot - Agent & Supervisor
• AI Routing, Enlighten Actions and Auto Summary
• Real-Time Assist, Agent Burnout Detection
• Virtual Agent Self-Service
• Interaction Summaries & Auto CSAT
• 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 specifications
• 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 of automation tools which reduce human intervention, save effort and improve availability of product.
About you
Role Overview:
You will be responsible for delivering technical solutions tailored to customer needs. Your involvement will span the entire project lifecycle, working closely with both the team and customers to ensure successful implementation and support throughout the process.
Responsibilities:
• Participate in solution design and support presales activities.
• Deliver demonstrations of CX solutions to customers.
• Support the implementation of Proof of Concepts (POC).
• Build, run, and provide Level 3 (L3) support for solutions.
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
Role Overview:
You will be responsible for delivering technical solutions tailored to customer needs. Your involvement will span the entire project lifecycle, working closely with both the team and customers to ensure successful implementation and support throughout the process.
Responsibilities:
• Participate in solution design and support presales activities.
• Deliver demonstrations of CX solutions to customers.
• Support the implementation of Proof of Concepts (POC).
• Build, run, and provide Level 3 (L3) support for solutions.
Engage in engineering activities related to NICE – CxOne, Webex Contact Center and Cisco Unified, packaged contact center solutions, and the broader ecosystem portfolio
• NICE CXOne &Webex contact center
• ACD
• Omnichannel Routing
• Proactive Engagement
• Digital Channels (Chat, Email, WhatsApp etc.)
• Reporting and Analytics
• Quality and Performance Management
• Develop IVR application consuming Web APIs
• API Integrations: Sales force, ServiceNow, SAP, MS Dynamic etc. (using API web services, databases, CTI, and reporting)
• Custom Gadget development, modification agent desktop layouts custom screen popup
• Payment Gateway APP – integration via SIP and IVR scripts
• Feedback Management
• Performance Management
• Quality Management
• Quality Analytic advance
• Work force management
• Personal connection / Outbound dialer
• Agentic AI & Autonomous Resolution
• System Integration:connect directly to CRMs, billing tools, and logistics platforms to retrieve data and perform tasks.
• Dynamic Intellectual:agents use dynamic reasoning to handle complex requests that don't follow a linear script.
• SMART IVR Action:Instead of just answering questions, process refunds, update billing records, and book appointments without human intervention.
• Co Pilot & Autopilot - Agent & Supervisor
• AI Routing, Enlighten Actions and Auto Summary
• Real-Time Assist, Agent Burnout Detection
• Virtual Agent Self-Service
• Interaction Summaries & Auto CSAT
• 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 specifications
• 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 of automation tools which reduce human intervention, save effort and improve availability of product.
About you
Role Overview:
You will be responsible for delivering technical solutions tailored to customer needs. Your involvement will span the entire project lifecycle, working closely with both the team and customers to ensure successful implementation and support throughout the process.
Responsibilities:
• Participate in solution design and support presales activities.
• Deliver demonstrations of CX solutions to customers.
• Support the implementation of Proof of Concepts (POC).
• Build, run, and provide Level 3 (L3) support for solutions.
