Customer Service Engineer - Voice

Orange; Gurugram District; Hybrid; INR 600,000 - 900,000; Full time

Benefits offered by this job

Global opportunities

Hybrid work environment

Training & upskilling

Job summary

Orange Business recrute un ingénieur service client – voix pour assurer un support technique 24x7 auprès des clients Wholesale mondiaux. Vous serez le point de contact principal, diagnostiquerez les incidents VoIP et coordonnerez avec les équipes internes et les partenaires externes pour une expérience client optimale.

Le candidat idéal maîtrise les flux VoIP, les protocoles et la signalisation réseau, et peut travailler en horaires décalés en environnement international.

Qualifications

• Degré en télécommunications, informatique ou domaine connexe.
• Expérience avérée en technologies VoIP, y compris acheminement international des appels.
• Bonne compréhension des flux d'appels, des protocoles et de la signalisation réseau.
• Excellentes compétences en communication, analyse et résolution de problèmes.
• Capacité à travailler en équipe 24h/24 et 7j/7 pour le support global.
• Expérience avec les systèmes de gestion d'incidents, le NOC et les équipes techniques de second niveau.
• Solides connaissances réseau et compréhension des opérations, protocoles et services réseau.
• Orientation service client et excellence du service client.

Responsibilities

• Prendre en charge les réclamations clients de A à Z et assurer la résolution 24x7.
• Enregistrer, analyser et gérer les réclamations dans OCEANE, réaliser l’analyse de premier et second niveau.
• Évaluer l’impact, prioriser et tenir informés les clients par email, téléphone et portail client.
• Diagnostiquer et résoudre les problèmes Voice/VoIP (SIP, SS7, IN, RTP/RTCP, UDP/TCP).
• Gérer les pannes liées à ASR, NER, CLI, qualité audio, IVR, boucles de trafic, etc.
• Impliquer les équipes réseau internes et les opérateurs externes selon les besoins.
• Interagir avec les clients et collaborer avec le NOC, les équipes translation, les ventes et le marketing.
• Utiliser Wireshark; connaissance des solutions Ribbon, SBCs et services Free Phone est un plus.

Skills

VoIP technologies

Call flows & signaling

Global customer support

English fluent

Education

Degree en télécommunications ou domaine lié

Tools

Wireshark

Ribbon

SBCs

Free Phone services

Job description

Date de publication : May 20, 2026, 12:00AM

Orange Business is here!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:

As a Customer Service Engineer – Voice, you will provide 24×7 technical support to Orange Wholesale customers, ensuring timely resolution of Voice incidents. Acting as the primary point of contact for global customers, you will troubleshoot complex technical issues, coordinate with internal Network OINIS teams and external carrier partners, and deliver a consistently high level of customer experience.

Key Responsibilities

• Take end-to-end ownership of customer complaints, from logging to troubleshooting, and drive them to resolution for all Orange Wholesale Voice products, providing 24×7 support.
• Log, analyze, and manage customer complaints in OCEANE, performing 1st and 2nd level technical analysis.
• Assess incident impact, prioritize effectively, and provide timely updates to customers via email, telephone, and customer portal.
• Diagnose and resolve Voice and VoIP service issues, including call flows, signaling, and protocols (SIP, SS7, IN, RTP/RTCP, UDP/TCP).
• Handle faults related to ASR, NER, CLI, audio quality, PDD, IVR, traffic loops, spam, one‑way audio, and other service anomalies.
• Engage and elevate complex technical issues to internal network teams and external carrier providers as required.
• Interface professionally with customers and collaborate with NOC, switch translation experts, sales, and marketing to ensure coordinated support.
• Utilize tools such as Wireshark for trace analysis; familiarity with Ribbon, SBCs, and Free Phone services is advantageous.

About you

Qualifications & Skills:

• Degree in Telecommunications, Computer Science, or related field.
• Proven experience in VoIP technologies, including international call routing.
• Strong understanding of call flows, protocols, and network signaling.
• Excellent communication, analytical, and problem‑solving skills.
• Ability to work 24×7 shifts, supporting global customers.
• Experience with incident management systems, NOC, and 2nd level technical teams.
• Strong network support knowledge and experience, with a solid understanding of network operations, systems, protocols, and services.
• Service‑oriented and customer‑focused, with excellent customer service skills.
• Strong networking and communications background.
• Excellent interpersonal, organizational, and time management skills.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Proactive, self‑motivated, and determined, with a problem‑solving mindset.
• Flexible and able to work 24×7 shifts as required.
• Strong diagnostic and network troubleshooting skills, with the ability to analyze and resolve issues quickly.
• Ability to communicate effectively at all levels and across nationalities and cultures.
• Initiative‑driven, capable of working effectively in emergency situations with minimal supervision.
• Self‑motivated and able to thrive within a team‑oriented environment.
• Fluent in English; knowledge of French is an asset but not mandatory.

You bring a can‑do attitude, tackle challenges head‑on and challenge the status quo with new and innovative ideas.

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 matterRegardless 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.

Chez Orange, seules vos compétences comptent.

Quel que soit votre âge, genre, origine, parcours, religion, orientation sexuelle, handicap, neuroatypie, ou apparence, nous encourageons activement la diversité au sein de nos équipes, car elle constitue une force pour le collectif et un vecteur d’innovation.Orange est une entreprise handi-accueillante : n’hésitez pas à nous faire part de vos besoins spécifiques.