Publication date : Sep 30, 2026, 12:00AM
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 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.
About you 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…