Technical Account Manager

Corporate Website of Orange; Gurgaon; On-site; INR 1,500,000 - 2,300,000; Full time

Benefits offered by this job

Global opportunities

Hybrid work environment

Professional development programs

Career growth opportunities

Diversity & inclusion initiatives

Referral and recognition programs

Job summary

Orange Business is seeking a Technical Account Manager in Gurgaon to lead end-to-end UC/CC service delivery, provide expert technical guidance, and coordinate cross-functional teams across ITIL-driven processes. You will engage with customers to ensure operational excellence and strategic alignment while driving service improvements and transformation initiatives.

The role requires strong English communication, a proactive approach, and the ability to manage multiple priorities in a global

Qualifications

• 5+ years in UC/CC domains
• Broad mix of technologies including B2G, BT, WebEx, MS Teams, Video, Genesys, Nice, VoIP
• Fluent English; excellent written and spoken communication
• Strong understanding of VoIP, SIP and telephony networks
• Foundational cloud knowledge (Azure, AWS, GCP)
• ITIL v4 foundations and incident/change/release awareness
• Autonomous, proactive, and customer‑facing with strong ownership
• Ability to manage multiple priorities in a global environment

Responsibilities

• Own end-to-end service delivery and lifecycle from onboarding to evolution
• Provide expert consultancy on UC/CC solutions and adoption
• Coordinate incidents and drive permanent problem resolution
• Monitor and report service performance across platforms with BI tools
• Participate in build, upgrade and migration projects and ensure GO/NO-GO readiness
• Lead regular service reviews and identify optimization and upsell opportunities
• Cross-functional orchestration with service desks, engineering, and vendors
• Translate technical capabilities into business outcomes and digital transformation opportunities
• Handle multiple logos across a blended services landscape

Skills

UC/CC domain experience

VoIP & telephony

Networking basics

Cloud platforms (Azure/AWS/GCP)

ITIL processes

English fluency

Communication skills

Autonomy & proactivity

Customer service orientation

Problem ownership

Job description

Technical Account Manager

Location: Gurgaon, IN

Employment Type: OTHER

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 Mission

The Technical Account Manager (TAM) is a strategic, customer-facing role within Orange Business's, Global Delivery & Support, Global Platform & Services (GPS), Expertise organization. TAMs act as trusted advisors, responsible for delivering technical guidance, service governance, and value realization across a diverse portfolio of Unified Communications and Contact Center solutions, including B2G, Business Talk (BT), Cisco Webex, Microsoft Teams, Video, Genesys, Nice, and more.

You will bridge business and technology, managing the end-to-end customer journey—from onboarding through transformation and optimization- ensuring operational stability, technical excellence, and continuous improvement aligned to customer business objectives.

Key Tasks & Duties:

• Customer Lifecycle ManagementOwn and manage end-to-end service delivery and lifecycle—from onboarding through steady state to evolution- ensuring high satisfaction and strategic alignment.
• Technical Consultancy & ExpertiseDeliver expert consultancy across UC and CC solutions. Guide customers on service integration, feature adoption, and business alignment.
• Incident & Problem CoordinationMonitor and coordinate critical incidents and crisis situations. Act as escalation lead, ensure RCA follow-up, and drive permanent resolution.
• Multi-Platform Monitoring & ReportingTrack service performance across platforms (e.g., Microsoft, Cisco, Genesys, Nice) using tools like Power BI, dashboards, and vendor portals. Provide insights and improvement recommendations to CSMs and customers.
• Engagement in Technical ProjectsParticipate in build, upgrade, and migration projects. Contribute to HOTO (Hand-Over to Operations) activities and assess readiness for GO/NO-GO decisions.
• Proactive Service Reviews & OptimizationConduct regular service reviews and success planning sessions with customers. Recommend service evolution, upsell opportunities, and roadmap alignment.
• Cross-Functional OrchestrationCollaborate with Service Desks, Engineering, Change/Release Managers, Product Owners, and Vendors to ensure holistic service delivery.
• Business Insight & Digital Transformation SupportHelp customers translate technical capabilities into strategic outcomes. Contribute to digital transformation efforts by identifying new service features or migration paths.
• Portfolio-Wide ScopeManage multiple logos and technologies across a blended services landscape, leveraging broad technical knowledge and business acumen.

Required Qualifications / Skills

• 5+ years of experience in UC/CC domain.
• Proven experience with a broad mix of technologies, including at least several from the following: B2G, BT, WebEx, Microsoft Teams, Video conferencing, Genesys, Nice, VoIP, or other UC/CC solutions.
• Solid understanding of:
• VoIP, SIP, telephony networks
• Networking and security basics
• Cloud platforms (Azure, AWS, GCP - foundational level)
• Experience working in ITIL-driven environments with an understanding of incident, change, and release processes.
• Ability to manage multiple priorities in a fast-paced, global, customer-facing environment.
• Excellent and fluent in English language (French is a big plus).
• V. Good communication (written and spoken).
• Autonomous and can work under minimal supervision.
• Pro-active approach to work.
• Customer service-oriented attitude.
• Problem ownership and dedications.

Certifications (Preferred but not Mandatory)

• Microsoft Teams Voice / Collaboration
• Cisco Collaboration / CCaaS Certifications
• Genesys / Nice Technical Certifications
• ITIL v4 Foundation (Required)
• PMP, PRINCE2, or Scrum Master (Nice to have)
• Cloud Fundamentals (Azure, AWS, or GCP)

About you

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 matter

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.