Head of Unified Communications Implementation Experts (Microsoft)

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.

As Head of Unified Communications Implementation Experts, you will be leading teams for supporting different UCC technologies technologies (i.e. Microsoft Teams Direct Routing / Operator Connect, Voice SBCs/GWs, End Points, AW365, Dynamics 365 CCaaS/CRM,  …) within Employee Experience Expertise (EX SVP) as part of GPS (Global Platforms and Services) Expertise Organization for international customers. And you will be fully accountable for the achievement of business and operational targets.

 

• Lead Unified Communications Experts to ensure compliance to performance management targets and customer satisfaction aligned with Employee Experience Strategic Value Proposition (EX SVP).
• Work closely with the Head of Employee Experience Egypt and his peers located in France and India to achieve the business and operational objectives.
• Ensure a good cooperation and collaboration with build and transversal teams in GPS Expertise department to improve the support process and end-to-end customer experience.
• Develop effective relationships with internal/external key contacts and stakeholders.
• Build and drive customer–focused and quality-centric culture within the teams to ensure operational excellence, and maximum customer’s satisfaction.
• Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews defined ownership and continuous service improvement.
• Manage the performance of team members, effectively, by setting clear and measurable objectives for them and provide coaching to achieve their business and operational objectives.
• Ensure proper alignment of resources and effective utilization of skill sets for running support portfolio.
• Take ownership of escalated customer problems. Manage efficient resolution of customer's issues and complaints and ensure follow-through to conclusion.
• Ensure all direct reports adherence to internal policies, processes, and standards.
• Any other duties and responsibilities commensurate with this role.

 

Professional Experience:

• 10 years experience in telecommunication and UCC solutions.
• Very good experience and understanding of different unified communications & collaboration domains and technologies (BT, B2G, B2gaaS, Cisco WTW, MS Teams ect …)

 

Educational background and qualifications:

• Computer, Communication, or Electronics, B.Sc. degree.
• IT Service Management and process Certification.
• Relevant professional accreditation in IT Service Management, operations management, and business management will be strongly considered

Key Skills:

• Strong leadership and people management skills, with strong coaching skills and a passion for developing and leading high-performance teams.
• Strong customer focus, able to respond quickly and effectively to customers’ issues and opportunities, and able to adapt to a fast-changing customer landscape and challenges.
• Sound Decision-making capabilities. Ability to quickly solve the problems, make decisions under pressure and take responsibility for the outcome.
• Strong focus on delivering results, ability to think out of the box and beyond your typical area of responsibility and help to solve problems across departments and business verticals.
• Experience working with virtual and remote team members and stakeholders in large multinational organizations.
• Effective communication skills at all levels.
• Excellent organizational and time management skills.
• Excellent verbal and written English language skills,
• French language is a strong Plus.

You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness and communicate effectively.

• 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.