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Orange

Global telecommunications provider delivering mobile services

Solution Expert

Implementation & Technical Account ManagementConfirmed live in the last 24 hours
Full-timeGurugram, Haryana, IndiaNo salary listed

About the Job

Requirements

  • Experience with Cognigy and other voice and digital bots, including building conversational trees with the Cognigy Flow Editor, configuring lexicons, and managing snapshots and deployments.
  • Ability to integrate voice bots with Cognigy and CXone.
  • Experience selecting and configuring foundational models such as OpenAI, Claude, and Azure AI; optimizing prompts; and structuring Retrieval-Augmented Generation solutions.
  • Experience configuring NICE CXone ACD and omnichannel routing, Studio scripts, skills, Points of Contact, and live-agent handovers through CXone APIs.
  • Ability to develop IVR applications that consume Web APIs and integrate IVR with CRM platforms such as Salesforce, SAP, and Microsoft Dynamics using web APIs, databases, CTI, and reporting.
  • Experience with proactive engagement, digital channels including email, chat, WhatsApp, and Facebook, outbound dialers, reporting and analytics, quality management, and performance management.
  • Experience developing custom gadgets and modifying agent desktop layouts and custom screen pop-ups for NICE CXone and Cisco Webex Contact Center.
  • Experience developing IVR applications using Cisco Webex Contact Center Flow Designer.
  • Ability to collect data, troubleshoot issues such as agent desktop disconnections and call recording problems, and debug system components.
  • Ability to analyze and interpret business requirements, identify risks, and design appropriate solutions.
  • Ability to provide input to project teams and produce scopes of work and design specifications.
  • Ability to assess application and technology capabilities and limitations and recommend alternatives and solutions.
  • Ability to produce high-level and low-level design documents.
  • Ability to coordinate customer acceptance testing.
  • Ability to develop monitoring tools for contact centers and recording ecosystems.
  • Ability to develop automation tools that reduce manual intervention, save effort, and improve product availability.

Responsibilities

  • Design, build, run L3 support, and perform engineering activities for NICE and Cisco contact center and ecosystem portfolios.
  • Provide technical solutions to meet customer needs throughout the full lifecycle of implementation projects, working closely with team members and customers.
  • Lead the design, deployment, and operational support of Cisco Contact Center solutions.

About the Company

Orange

Global telecommunications provider delivering mobile services

Orange is a global telecommunications company providing mobile, fixed-line, and internet services to millions of customers. Its products work by running cellular networks, fixed broadband, and digital services that let people make calls, send messages, browse the web, and use apps on smartphones and other devices; brands like Orange are used across services and regions to offer plans, data, roaming, and customer support. The company differentiates itself through its long history of growth via strategic acquisitions and a single, unified global brand, giving it a broad European and international footprint with integrated mobile, fixed-line, and digital offerings. Its goal is to connect people and businesses worldwide by delivering reliable communications and digital services while expanding its network reach and continuing to evolve in the telecom landscape.

Company size
10,001+
Company stage
IPO
Headquarters
Paris, France
Founded
1988

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