Customer Service Engineer - Voice

Job Description

Role Overview:As a Customer Service Engineer Voice at Orange Business, you will be responsible for providing 247 technical support to Orange Wholesale customers. Your main task will be ensuring timely resolution of Voice incidents and 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 for all Orange Wholesale Voice products, providing 247 support from logging to troubleshooting and resolution.- 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 escalate 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.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 247 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 247 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.The company offers:- Global Opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world.- Flexible Work Environment: Flexible working hours and the possibility to combine work from the 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, Orange Business encourages diversity within teams. Orange Group is a disabled-friendly company and an equal opportunity employer. Role Overview:As a Customer Service Engineer Voice at Orange Business, you will be responsible for providing 247 technical support to Orange Wholesale customers. Your main task will be ensuring timely resolution of Voice incidents and 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 for all Orange Wholesale Voice products, providing 247 support from logging to troubleshooting and resolution.- 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

Keyskills :
protocolscommunicationanalytical skillsnetwork supportnetwork operationsnetwork troubleshootingcustomer serviceinterpersonal skillstime managementWiresharkVoIP technologiescall flowsnetwork signalingproblemsolving skillsorganizational skills