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About us

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 setting to develop and perfect your skills in a field filled with exciting challenges and opportunities.

About the role

Role Overview:

As a Customer Service Engineer – Voice, you will provide 24×7 technical support to Orange Wholesale customers, ensuring timely resolution of Voice incidents. Acting as the primary point of contact for global customers, you will troubleshoot complex technical issues, coordinate with internal Network OINIS teams and external carrier partners, and deliver a consistently high level of customer experience.

Key Responsibilities:




- Take end-to-end ownership of customer complaints, from logging to troubleshooting, and drive them to resolution for all Orange Wholesale Voice products, providing 24×7 support.
- Log, analyze, and manage customer complaints in OCEANE, performing 1st and 2nd level technical analysis.
- Assess incident impact, prioritize effectively, and provide timely updates to customers via email, telephone, and customer portal.
- Diagnose and resolve Voice and VoIP service issues, including call flows, signaling, and protocols (SIP, SS7, IN, RTP/RTCP, UDP/TCP).
- Handle faults related to ASR, NER, CLI, audio quality, PDD, IVR, traffic loops, spam, one-way audio, and other service anomalies.
- Engage and escalate complex technical issues to internal network teams and external carrier providers as required.
- Interface professionally with customers and collaborate with NOC, switch translation experts, sales, and marketing to ensure coordin

📌 Customer Service Engineer (Gurugram)
🏢 Orange
📍 Gurugram