Orange Business is 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.

Key Responsibilities:

• Leadership: Lead and manage a team of Contact Center engineers, providing technical direction and support for Incident and Change Management activities.
• Incident and Change Management: Oversee technical incidents and changes, ensuring all are resolved in a timely manner and meet the defined quality standards.
• Technical Guidance: Act as the team’s technical expert, offering hands-on support and guidance to ensure consistent high performance.
• Team Development: Assist in training new team members, identify team strengths, and suggest areas for improvement. Review performance and help cultivate a high-performing team.
• Troubleshooting & Issue Resolution: Resolve issues as they arise, troubleshooting Managed Infrastructure (MI) with guidance from management.
• Task Assignment: Assign tasks to team members for each shift, ensuring workload is balanced and priorities are met.
• Roster Management: Manage the team’s roster and handle any scheduling conflicts to ensure the team is fully staffed and operational.
• Customer Interaction: Build and maintain positive relationships with customers via Customer Success Managers (CSM), acting as the primary point of contact for customer technical issues and escalations.
• Escalation Point: Serve as the primary escalation contact, ensuring 24/7 availability for critical issues.
• Process Improvement: Share insights to develop process improvements, enhancing the effectiveness of incident and change management.
• Operational Coordination: Work directly with the deployment team to align on handover timelines and system architecture.
• Performance Monitoring: Conduct weekly customer calls, handle escalations, and ensure smooth daily operations through regular monitoring.
• Collaboration with CSM/BOM: Collaborate with CSM and Business Operations Managers to address concerns and provide evaluations for process improvements.
• Documentation and Handover: Ensure that handover (HOTO) calls and associated documentation are effectively communicated to the team to support customer needs.
• Recruitment Support: Assist in interviewing new team members to grow the team with the right talent.

Qualifications:

• Proven experience in leading and managing a technical team within a Contact Center environment.
• Minimum 5 years of people management experience
• Strong expertise in Incident and Change Management.
• Excellent technical troubleshooting and problem-solving skills.
• Exceptional people management and leadership skills, with the ability to motivate and mentor team members.
• Ability to work effectively under pressure and adapt to changing business needs.
• Strong customer focus with the ability to build positive and productive relationships.
• 24/7 availability to manage critical customer escalations.
• Excellent communication skills, both verbal and written.
• Experience in process improvement and operational efficiency.
• Ability to collaborate effectively with cross-functional teams.
• Indepth knowledge in Cloud Contact Center(Genesys/Webex/Nice)

We are seeking a highly skilled and motivated Lead Operations Lifecycle Augmented Cx to oversee and manage a team of engineers in Incident and Change Management within our Contact Center operations. The ideal candidate will provide technical expertise, guidance, and leadership to ensure smooth daily operations, timely resolution of incidents and changes, and maintain high-quality standards in service delivery. This role also involves customer interaction, process improvement, and staff development to achieve business objectives.

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, 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.