about the role
CMD Specialist will implement all the IPT , IPCC and Microsoft SKYPE For Business voice changes requested by the customer with full end-
to-end responsibility to deliver and control changes according to agreed SLAs and quality levels
Support the implementation of all IPCC changes with full end-to-end ownership
Classify the change request according to its complexity defined in the service change catalogue
Validate data for each change request
Liaises with different entities to get the change activated in agreed time as per SLA with Customer
Act as the SPOC for the customer till change request is activated
Communicate the results to the customer and closes the case
Monitor and report quality of first time right, on-time change implementation
Ensure and monitor delivery of change implementation within customer agreed down time
Manage bulk migrations projects using standard process and procedures
Assess, prioritize, respond and report on time for expedite requests
Willing to work in 24x7 environment
B.Sc. Engineering, Telecommunications or Computer Science
Minimum 3 years of experience in the fields of Telecommunication and Networking
Minimum 2 years in a customer facing roles
Preferred 1-2 years of experience in IPT / IPCC / Microsoft SKYPE services
Fluent in English
CCNA Collobration certification is required (IPTV1 and IPTV2 certifications would be a plus)
Good knowledge of contact centres, IPT, VOIP and Microsoft SKYPE
Should have good knowledge of Layer 1,2 and 3 OSI level troubleshooting skills.
Understanding of networking technology and systems utilized in global WAN and LAN
Business to business communications and IT systems environment.
Good interpersonal & knowledge of written / spoken English language
Good time management, and organizational skills.
Ability to work under pressure to deal with multiple tasks.
Ability to provide exemplary customer focused support in a fast paced environment.
Willingness to learn and expand knowledge with strong focus on Technical / soft skills.
Team work, uses a team approach to solve problem when appropriate.
Good knowledge and understanding of Change Management environment (ITIL certificate would be a plus)
Orange Business Services, Egypt MSC, is located at City Stars Complex at the heart of one of the biggest shopping malls in Cairo.
We are a Global organization with exposure to customers of diverse nationalities & backgrounds.
Orange aims to be recognized as an employer of choice by and not limited to being an ethical & socially responsible employer, offering career & development opportunities, providing a positive quality of life at work, and recognizing & rewarding our people for individual & collective contributions to our success.
Our benefits include supporting our people with the highest level of medical & life insurance to them, their spouses, & children while having a strong network to discounted rates at a number of providers.
Customer Services & Operations
Orange Business Services 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 business.