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.

Job Title: Microsoft Implementation Expert

 

Role Overview

We are looking for a UC & Contact Center Ecosystem Engineer to play a key role in building, owning, and evolving our Microsoft-based customer engagement platforms. This role goes beyond implementation and focuses on end-to-end ownership, architectural consistency, and continuous improvement across Unified Communications, Enterprise Voice, and Contact Center solutions.

The position acts as a technical backbone for our customer engagement ecosystem, bridging enterprise voice, digital channels, CRM (Dynamics 365), automation, AI-driven experiences, and cloud services to deliver scalable, reliable, and business-driven customer experiences across cloud and hybrid environments.

 

Key Responsibilities

Unified Communications, Enterprise Voice & Contact Center Ownership

• Own the design, deployment, and full lifecycle of Microsoft Teams voice and contact center solutions.
• Act as a technical authority for UC, enterprise voice, and contact center architectures, including call flows, IVR, routing strategies, omnichannel journeys, and PSTN connectivity.
• Own Microsoft Teams Direct Routing architectures, ensuring secure, resilient, and high-quality voice services.
• Ensure high availability, performance, and consistent customer experience across UC and Contact Center platforms.
• Lead troubleshooting and root cause analysis for complex UC, enterprise voice, and contact center incidents, driving sustainable, long-term fixes.

 

Enterprise Voice & Telephony

• Design, implement, and operate Microsoft Teams Direct Routing solutions using enterprise-grade SBCs such as AudioCodes and Sonus.
• Ensure voice quality, security, and resilience across SIP trunking, carrier integrations, and hybrid telephony environments.
• Collaborate with carriers, network, and security teams to integrate telephony services within the broader customer engagement ecosystem.
• Lead voice-related troubleshooting, including SBC-level diagnostics, call routing issues, and media quality investigations.

 

Microsoft Ecosystem, Dynamics 365 & AI Integration

• Own Contact Center integrations with Microsoft Dynamics 365 (Customer Service, Omnichannel), positioning Dynamics as a core component of the customer engagement architecture.
• Design and support AI-enabled customer interaction scenarios, including virtual agents and conversational workflows using Copilot Studio.
• Enable CTI, screen pop, interaction history, call logging, and data-driven, AI-assisted customer journeys.
• Collaborate with Power Platform teams to automate workflows, augment agent capabilities, and reduce operational overhead.
• Ensure seamless integration with Microsoft 365 services such as Azure AD, Exchange, SharePoint, and Teams.

 

DevOps, Automation & Platform Reliability

• Apply DevOps principles to standardize, automate, and scale UC, enterprise voice, Contact Center, and AI-enabled solution delivery.
• Design and maintain CI/CD pipelines for configurations, scripts, and solution components to ensure consistency and faster deployments.
• Drive automation using PowerShell and Azure DevOps to reduce manual operations and improve service stability.
• Promote infrastructure and configuration as code where applicable, supporting repeatable and auditable deployments.

 

Architecture, Governance & Continuous Improvement

• Contribute to architecture decisions and act as a key stakeholder in solution design reviews and technical governance.
• Ensure platforms comply with security, compliance, and operational best practices, including responsible use of AI features.
• Produce and maintain high-quality technical documentation, LLDs, and operational runbooks.
• Support service transition, collaborate with operations and service delivery teams, and continuously improve platform reliability and customer experience.

 

Required Skills & Experience

Technical Skills

• Strong experience with Microsoft Teams Voice, Direct Routing, and Contact Center solutions.
• Hands-on experience with enterprise SBC platforms such as AudioCodes and Sonus.
• Solid hands-on experience with Microsoft Dynamics 365 Customer Service and Omnichannel.
• Experience designing or implementing Copilot Studio–based virtual agents or conversational AI scenarios.
• Working knowledge of AI concepts applied to customer engagement (virtual agents, automation, AI-assisted routing or agent support).
• Experience with Azure services relevant to UC, enterprise voice, Contact Center, AI, and integrations.
• Strong scripting skills (PowerShell preferred).
• Practical experience with DevOps tools such as Azure DevOps, Git, and CI/CD pipelines.
• Good understanding of SIP-based telephony, APIs, integrations, and cloud-based architectures.

 

Professional Skills

• Strong sense of ownership and accountability for solution quality and outcomes.
• Analytical mindset with the ability to connect technical decisions to business and customer impact.
• Ability to work across multiple technical and non-technical teams.
• Clear communication skills and confidence in technical discussions and design reviews.
• Comfortable working in a fast-evolving ecosystem and driving continuous improvement.

 

Nice to Have

• Experience with Anywhere365 or similar Contact Center platforms.
• Knowledge of Microsoft Power Platform (Power Automate, Power Apps).
• Microsoft certifications (Teams, Dynamics 365, Azure).
• Experience supporting enterprise-scale or multi-country environments.
• Exposure to AI governance, prompt design, or responsible AI practices in enterprise environments.

 

You bring rigor, passion for challenges, and determination. You seek the opportunity to expand your expertise, achieve your goals, and thrive.

• 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.

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.