{"id":3746187,"url":"https://alion.io/job/orange-customer-service-engineer-voice","title":"Customer Service Engineer - Voice","company":{"id":52882,"name":"Orange","domain":"orange.com","url":"https://alion.io/company/orange-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":{"grade":"A","score":98,"open_postings":186,"ghost_share":0.038,"stale_share":0.011,"repost_share":0.29,"time_to_fill_p50_days":10,"computed_at":"2026-11-08T05:47:12Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Gurgaon, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"NER","optional":false},{"name":"Speech Recognition","optional":false},{"name":"Wireshark","optional":false}],"status":"live","first_seen_at":"2026-09-28T00:00:00Z","employer_posted_date":"2026-11-04","last_verified_at":"2026-11-08T21:30:34Z","board_verified":true,"closed_at":null,"days_open":41,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":41},"description":"Publication date : May 20, 2026, 12:00AM\nOrange Business is here!\nAbout usJoin us at Orange Business!\nWe 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.\nEvery 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.\nAbout the roleRole Overview:\nAs 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.\nKey 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.\nLog, analyze, and manage customer complaints in OCEANE, performing 1st and 2nd level technical analysis.\nAssess incident impact, prioritize effectively, and provide timely updates to customers via email, telephone, and customer portal.\nDiagnose and resolve Voice and VoIP service issues, including call flows, signaling, and protocols (SIP, SS7, IN, RTP/RTCP, UDP/TCP).\nHandle faults related to ASR, NER, CLI, audio quality, PDD, IVR, traffic loops, spam, one-way audio, and other service anomalies.\nEngage and escalate complex technical issues to internal network teams and external carrier providers as required.\nInterface professionally with customers and collaborate with NOC, switch translation experts, sales, and marketing to ensure coordinated support.\nUtilize tools such as Wireshark for trace analysis; familiarity with Ribbon, SBCs, and Free Phone services is advantageous.\nAbout youQualifications & Skills:\nDegree in Telecommunications, Computer Science, or related field.\nProven experience in VoIP technologies, including international call routing.\nStrong understanding of call flows, protocols, and network signaling.\nExcellent communication, analytical, and problem-solving skills.\nAbility to work 24×7 shifts, supporting global customers.\nExperience with incident management systems, NOC, and 2nd level technical teams.\nStrong network support knowledge and experience, with a solid understanding of network operations, systems, protocols, and services.\nService-oriented and customer-focused, with excellent customer service skills.\nStrong networking and communications background.\nExcellent interpersonal, organizational, and time management skills.\nAbility to work under pressure and handle multiple tasks simultaneously.\nProactive, self-motivated, and determined, with a problem-solving mindset.\nFlexible and able to work 24×7 shifts as required.\nStrong diagnostic and network troubleshooting skills, with the ability to analyze and resolve issues quickly.\nAbility to communicate effectively at all levels and across nationalities and cultures.\nInitiative-driven, capable of working effectively in emergency situations with minimal supervision.\nSelf-motivated and able to thrive within a team-oriented environment.\nFluent in English; knowledge of French is an asset but not mandatory.\nYou bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.\nWhat we offer\nGlobal Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.\n\nFlexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).\n\nProfessional Development: training programs and upskilling/re-skilling opportunities.\n\nCareer Growth: Internal growth and mobility opportunities within Orange.\n\nCaring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.\n\nReward Programs: Employee Referral Program, Change Maker Awards.\nOnly your skills matterRegardless 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.At Orange, only your skills matter.\nRegardless 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.","description_format":"text","description_chars":5155,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule","Professional development"],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Broadband","Telecom Infrastructure","Managed Security","Systems Integrators"],"lifecycle":[{"event":"open","at":"2026-11-04T13:23:57Z"}],"visa":[],"liveness":{"score":8,"band":"cold","label":"Long shot","p_open":1,"p_active":0.295,"p_room":0.28,"age_days":41,"expected_fill_days":10,"reasons":["conf:0","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/orange-customer-service-engineer-voice","json_url":"https://alion.io/job/orange-customer-service-engineer-voice.json","meta":{"generated_at":"2026-11-08T23:12:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":48342,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":52882},"rest":"https://alion.io/mcp/rest/get_company?id=52882"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Forange-customer-service-engineer-voice"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Forange-customer-service-engineer-voice"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Forange-customer-service-engineer-voice"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/orange-customer-service-engineer-voice\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Forange-customer-service-engineer-voice"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3746187}},{"tool":"search_jobs","arguments":{"company":"orange.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3746187},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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