Lead Solutions Expert

Orange Business; Gurugram District; On-site; INR 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Global Opportunities

Flexible Work Environment

Professional Development

Career Growth

Caring and Daring Culture

Reward Programs

Job summary

Orange Business is seeking an experienced engineer to design, build, and run Cisco and NICE CXOne contact center solutions. You will own the full lifecycle of implementations, coordinating with teams and customers to deliver scalable, integrated digital contact center capabilities.

The role emphasizes debugging, API integrations with CRMs, and proactive engagement across channels. You will lead design and deployment efforts, configure routing, develop IVR applications, and create monitoring

Responsibilities

• Design, build, run (L3 support) & engineering activities for NICE & Cisco contact center and ecosystem portfolio, providing technical solutions to meet customer needs.
• Involvement in full life cycle of an implementation project with close interaction with team and customer.
• Ensure technical lead for design, deployment, and operational support of Cisco Contact Center Solution.
• ACD configuration and Omnichannel Routing for NICE CXOne; routing scripts; live agent handovers via CXone APIs.
• Develop IVR applications consuming Web APIs; integrate IVR with CRMs via APIs, databases, CTI, and reporting.
• Proactive engagement; digital channels (email & chat), outbound dialer; reporting and analytics; QM and performance management.
• Custom gadget development and modification of agent desktop layouts; Salesforce cloud for voice (SCV).
• Troubleshooting: data collection, debugging issues like agent desktop disconnects and call recording issues.
• Coordinate Customer Acceptance Testing; develop monitoring tools for contact center & recording ecosystem; automation tools to reduce manual work.

Job description

Job Description:

Publication date : Sep 08, 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

Job Responsibilities

To Involve in Design, build, run (L3 support) & engineering activities for NICE & Cisco contact center and ecosystem portfolio,you will be responsible for providing technical solutions to meet the various needs of our customer. Your involvement will be in full-life cycle of an implementation project, while interacting closely with the team & customer to meet specific needs throughout the project. Ensure technical lead for the Design, deployment, and operational support of Cisco Contact Center Solution

Key Job Requirement & responsibilities

• Design, BUILT and Operation
• Cognigy & other Voice, Digital bot
  • Constructing multi-turn conversational trees using Cognigys low-code Flow Editor, configuring Lexicons, and managing snapshots/deployment
  • Integrations of voice bots with Cognigy and CXOne
  • LLM & Agentic AI Orchestration: Selecting and configuring foundational models (OpenAI, Claude, Azure AI), optimizing prompts, and structuring Retrieval-Augmented Generation (RAG) solutions using
• NICE CXOne
  • ACD configuration
  • Omnichannel Routing
  • Designing routing scripts (Studio scripts), managing Skills, Points of Contact (POC), and orchestrating live agent handovers via CXone APIs.
  • Develop IVR application consuming Web APIs
  • Integrate IVR with CRMs (Sales force, SAP, MS Dynamic etc. ) using API web services, databases, CTI, and reporting
  • Proactive Engagement
  • Digital Channels -email & Chat - WhatsApp, Facebook etc.
  • Personal connection / Outbound dialer
  • Reporting and Analytics
  • QM and Performance Management
  • Custom Gadget development, modification agent desktop layouts custom screen popup
  • SCV - Salesforce cloud for voice
• Cisco Webex Contact Center
  • Develop IVR applications using flow designer
  • Develop IVR application consuming Web APIs
  • Integrate IVR with CRMs (Sales force, SAP, MS Dynamic etc. ) using API web services, databases, CTI, and reporting
  • Custom Gadget development, modification agent desktop layouts custom screen popup
• 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 specification
• 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 automation tools which reduce human intervention, save effort and improve availability of product.

About you

Job Responsibilities

To Involve in Design, build, run (L3 support) & engineering activities for NICE & Cisco contact center and ecosystem portfolio,you will be responsible for providing technical solutions to meet the various needs of our customer. Your involvement will be in full-life cycle of an implementation project, while interacting closely with the team & customer to meet specific needs throughout the project. Ensure technical lead for the Design, deployment, and operational support of Cisco Contact Center Solution

Key Job Requirement & responsibilities

• Design, BUILT and Operation
• Cognigy & other Voice, Digital bot
  • Constructing multi-turn conversational trees using Cognigys low-code Flow Editor, configuring Lexicons, and managing snapshots/deployment
  • Integrations of voice bots with Cognigy and CXOne
  • LLM & Agentic AI Orchestration: Selecting and configuring foundational models (OpenAI, Claude, Azure AI), optimizing prompts, and structuring Retrieval-Augmented Generation (RAG) solutions using
• NICE CXOne
  • ACD configuration
  • Omnichannel Routing
  • Designing routing scripts (Studio scripts), managing Skills, Points of Contact (POC), and orchestrating live agent handovers via CXone APIs.
  • Develop IVR application consuming Web APIs
  • Integrate IVR with CRMs (Sales force, SAP, MS Dynamic etc. ) using API web services, databases, CTI, and reporting
  • Proactive Engagement
  • Digital Channels -email & Chat - WhatsApp, Facebook etc.
  • Personal connection / Outbound dialer
  • Reporting and Analytics
  • QM and Performance Management
  • Custom Gadget development, modification agent desktop layouts custom screen popup
  • SCV - Salesforce cloud for voice
• Cisco Webex Contact Center
  • Develop IVR applications using flow designer
  • Develop IVR application consuming Web APIs
  • Integrate IVR with CRMs (Sales force, SAP, MS Dynamic etc. ) using API web services, databases, CTI, and reporting
  • Custom Gadget development, modification agent desktop layouts custom screen popup
• 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 specification
• 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 automation tools which reduce human intervention, save effort and improve availability of product.

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, neuroatypia, 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: dont hesitate to tell us about your specific needs.

At Orange, only your skills matter.

Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.

Requirements: