Customer Service Engineer - Voice

Orange is hiring a Customer Service Engineer - Voice in Gurugram, India. Level rates it ; you can apply on Orange.

Level's read on this job

Little AI ●○○○ is how Level rates this customer service role: aI is not part of the work.
Orange has 889 other open roles on Level.
Posted in the last few days.

AI in this role

Publication date : May 20, 2026, 12:00AM

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.

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 coordinated support.
Utilize tools such as Wireshark for trace analysis; familiarity with Ribbon, SBCs, and Free Phone services is advantageous.

Qualifications & Skills:
Degree in Telecommunications, Computer Science, or related field.
Proven experience in VoIP technologies, including international call routing.
Strong understanding of call flows, protocols, and network signaling.
Excellent communication, analytical, and problem-solving skills.
Ability to work 24×7 shifts, supporting global customers.
Experience with incident management systems, NOC, and 2nd level technical teams.

Strong network support knowledge and experience, with a solid understanding of network operations, systems, protocols, and services.
Service-oriented and customer-focused, with excellent customer service skills.
Strong networking and communications background.
Excellent interpersonal, organizational, and time management skills.
Ability to work under pressure and handle multiple tasks simultaneously.
Proactive, self-motivated, and determined, with a problem-solving mindset.
Flexible and able to work 24×7 shifts as required.
Strong diagnostic and network troubleshooting skills, with the ability to analyze and resolve issues quickly.
Ability to communicate effectively at all levels and across nationalities and cultures.
Initiative-driven, capable of working effectively in emergency situations with minimal supervision.
Self-motivated and able to thrive within a team-oriented environment.
Fluent in English; knowledge of French is an asset but not mandatory.

You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.

• 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.

At Orange, only your skills matter.

Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.
Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.

How we rate this

Customer Service Engineer - Voice at Orange rates 36 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.