Technical Account Manager

Orange

  • القاهرة
  • دائم
  • دوام كامل
  • قبل 2 أشهر
about the roleRole MissionThe 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.about youKey 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 & ExpertiseDeliver expert consultancy across UC and CC solutions. Guide customers on service integration, feature adoption, and business alignment. * Incident & Problem CoordinationMonitor and coordinate critical incidents and crisis situations. Act as escalation lead, ensure RCA follow-up, and drive permanent resolution. * Multi-Platform Monitoring & ReportingTrack 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 ProjectsParticipate 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 & OptimizationConduct regular service reviews and success planning sessions with customers. Recommend service evolution, upsell opportunities, and roadmap alignment. * Cross-Functional OrchestrationCollaborate with Service Desks, Engineering, Change/Release Managers, Product Owners, and Vendors to ensure holistic service delivery. * Business Insight & Digital Transformation SupportHelp customers translate technical capabilities into strategic outcomes. Contribute to digital transformation efforts by identifying new service features or migration paths. * Portfolio-Wide ScopeManage 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)
additional information
  • Global opportunities: Work in multi-national teams with the 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
departmentGlobal Delivery & OperationsOrange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do businesscontractRegular

Orange