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Solution Expert

Orange Business · Gurgaon

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Collected role description

Role overview

Solution Expert at Orange Business

Responsibilities

  • Ensure technical lead for the Design, deployment, and operational support of Cisco Contact Center Solution.
  • 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.
  • Coordinate Customer Acceptance Testing.

Employment details

  • Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
  • Location: GURGAON [HARYANA] [INDIA], GURGAON [INDIA]

About the employer

  • Join us at Orange Business!

Additional role details

  • Publication date : Sep 30, 2026, 12:00AM.
  • 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.
  • 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.
  • Key Job Requirement & responsibilities-Design, BUILT and Operation.
  • Cognigy & other Voice, Digital botConstructing 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 CXOneACD 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 CenterDevelop IVR applications using flow designer.
  • Troubleshooting: Knowing how to collect data, troubleshoot common issues (e.g., agent desktop disconnects, call recording issues), and debug system components.
  • Produce HIGH- & Low-Level Design documents.
  • 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.
  • Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
  • 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.
  • 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.