Technical Account Manager

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 Mission

The Technical Account Manager (TAM) is a strategic, customer-facing role within Orange Business’s, Global Delivery & Support, Global Platform & Services (GPS), Expertise organization. TAMs act as trusted advisors, responsible for delivering technical guidance, service governance, and value realization across a diverse portfolio of Unified Communications and Contact Center solutions, including B2G, Business Talk (BT), Cisco Webex, Microsoft Teams, Video, Genesys, Nice, and more.

You will bridge business and technology, managing the end-to-end customer journey-from onboarding through transformation and optimization- ensuring operational stability, technical excellence, and continuous improvement aligned to customer business objectives.

Key Tasks & Duties:

• Customer Lifecycle Management Own and manage end-to-end service delivery and lifecycle-from onboarding through steady state to evolution-ensuring high satisfaction and strategic alignment.
• Technical Consultancy & Expertise Deliver expert consultancy across UC and CC solutions. Guide customers on service integration, feature adoption, and business alignment.
• Incident & Problem Coordination Monitor and coordinate critical incidents and crisis situations. Act as escalation lead, ensure RCA follow-up, and drive permanent resolution.
• Multi-Platform Monitoring & Reporting Track service performance across platforms (e.g., Microsoft, Cisco, Genesys, Nice) using tools like Power BI, dashboards, and vendor portals. Provide insights and improvement recommendations to CSMs and customers.
• Engagement in Technical Projects Participate in build, upgrade, and migration projects. Contribute to HOTO (Hand-Over to Operations) activities and assess readiness for GO/NO-GO decisions.
• Proactive Service Reviews & Optimization Conduct regular service reviews and success planning sessions with customers. Recommend service evolution, upsell opportunities, and roadmap alignment.
• Cross-Functional Orchestration Collaborate with Service Desks, Engineering, Change/Release Managers, Product Owners, and Vendors to ensure holistic service delivery.
• Business Insight & Digital Transformation Support Help customers translate technical capabilities into strategic outcomes. Contribute to digital transformation efforts by identifying new service features or migration paths.
• Portfolio-Wide Scope Manage multiple logos and technologies across a blended services landscape, leveraging broad technical knowledge and business acumen.

Required Qualifications / Skills

• 5+ years of experience in UC/CC domain.
• Proven experience with a broad mix of technologies, including at least several from the following: B2G, BT, WebEx, Microsoft Teams, Video conferencing, Genesys, Nice, VoIP, or other UC/CC solutions.
• Solid understanding of:
• VoIP, SIP, telephony networks
• Networking and security basics
• Cloud platforms (Azure, AWS, GCP - foundational level)
• Experience working in ITIL-driven environments with an understanding of incident, change, and release processes.
• Ability to manage multiple priorities in a fast-paced, global, customer-facing environment.
• Excellent and fluent in English language (French is a big plus).
• V. Good communication (written and spoken).
• Autonomous and can work under minimal supervision.
• Pro-active approach to work.
• Customer service-oriented attitude.
• Problem ownership and dedications.

Certifications (Preferred but not Mandatory)

• Microsoft Teams Voice / Collaboration
• Cisco Collaboration / CCaaS Certifications
• Genesys / Nice Technical Certifications
• ITIL v4 Foundation (Required)
• PMP, PRINCE2, or Scrum Master (Nice to have)
• Cloud Fundamentals (Azure, AWS, or GCP)

About you

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