Lead Solutions Expert
Orange Business
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Benefits offered by this job
Job summary
Orange Business is hiring for a hands-on IT consulting role in India, focusing on next-generation contact center platforms. You will design, build, run and support Cognigy, NICE CXOne, and Cisco Webex Contact Center solutions across the customer lifecycle.
You will work with CRM and ERP systems, develop IVR apps, and create automation tools while collaborating with global teams to deliver high-quality solutions.
Qualifications
- Experience designing, building, and supporting contact center solutions.
- Experience with Cognigy, CXOne, and Webex CC architectures.
- Ability to design, deploy, and provide operational support for contact center ecosystems.
Responsibilities
- Involve in design, build, run (L3 support) and engineering activities for NICE & Cisco contact center portfolio.
- Provide technical solutions across full project lifecycle with customer interaction.
- Lead design, deployment and operational support of Cisco Contact Center Solution.
- Configure ACD, routing, and omni-channel flows in CXOne; develop IVR apps and integrations.
- Develop monitoring tools for contact center ecosystems and automation tools to reduce manual effort.
Skills
Tools
Job description
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.
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 Cognigy's 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.
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 Cognigy's 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.
- 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.
Regardless 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: don't hesitate to tell us about your specific needs.
Industry: Telecom / ISP
Functional Area / Department: Consulting
Role Category: IT Consulting
Role: IT Consulting - Other
Employement Type: Full time
Company: Orange Business
Location(s): India
Ability to work in a team environment with members of varying skill levels. Highly motivated. Learns quickly.
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