Solution Expert

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…