Customer Service Engineer - Voice
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What you'll do
- Take end-to-end ownership of customer complaints, from logging to troubleshooting, and drive them to resolution for all Orange Wholesale Voice products, providing 24×7 support.
- 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.
What they're looking for
- 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 24×7 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.
Nice to have
- Knowledge of French is an asset but not mandatory.
- Familiarity with Ribbon, SBCs, and Free Phone services is advantageous.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Orange Business is here!
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 Overview:As a Customer Service Engineer – Voice, you will provide 24×7 technical support to Orange Wholesale customers, ensuring timely resolution of Voice incidents. 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, from logging to troubleshooting, and drive them to resolution for all Orange Wholesale Voice products, providing 24×7 support.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.About you
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 24×7 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 24×7 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.
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, neurotype, 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.Company
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