CMD Specialist

• 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

about you

• 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)

additional information

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.

department

Customer Services & Operations

contract

Regular