UC L3 Expert (Business Talk/Voice)

Orange Business is here!

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

About the role

 

Scope:

 

Deliver expert-level L3 support for global VoIP platforms, carrier integrations, and associated telephony ecosystems. Acting as the last line of defense before vendor escalation, this high-impact role combines deep technical expertise with strong stakeholder engagement, covering complex incident resolution, platform upgrades, proactive service improvements, and cross-functional collaboration with operations, transition, presales, and lifecycle teams. As a VoIP L3 expert, you play a critical role in maintaining service reliability, high availability, and optimal performance for carrier-grade infrastructure, while paving the way for career growth into architecture, technical service design, or leadership roles

 

Job Description:

 

Mission

The primary mission of the VoIP L3 Expert is to ensure optimal functionality, security, and reliability of the global IP telephony and SIP trunking infrastructure, aligning with organizational goals through efficient service delivery, exceptional client support, and continuous improvement initiatives

Main activities

• Ensure optimal functionality, security, and reliability of global IP telephony and SIP trunking infrastructure to support organizational objectives.
• Manage advanced and critical incidents involving global SIP interconnects, carrier-grade Session Border Controllers (SBCs), and voice routing services.
• Perform thorough root cause analysis for major incidents and recurring issues to establish long-term resolutions.
• Lead technical recovery operations during system outages, coordinating with global teams for effective communication and rapid resolution.
• Execute and validate complex change requests, platform upgrades, and telephony migration projects.
• Participate in release cycles, introducing new features, SIP trunks, and routing policies.
• Review, validate, and onboard new customers and services in collaboration with operational readiness teams.
• Support technical design reviews and customer audits, ensuring compliance and accuracy of documentation.
• Maintain and improve internal knowledge bases and operational procedures.
• Contribute to knowledge transfer through training and mentoring of L1/L2 support teams.
• Monitor incident trends and platform health through regular service reviews to identify improvement opportunities.
• Provide technical expertise during presales activities, supporting service assurance and complex solution design.
• Fulfill any additional reasonable tasks as assigned, including on-call rotation responsibilities.

About you

Key Skills, Knowledge and Abilities

Desired Professional skills:

• Demonstrates extensive hands-on experience deploying, managing, and troubleshooting VoIP and IP telephony systems in carrier or CPaaS environments.
• Possesses expert knowledge of SIP protocol, SDP negotiation, RTP/RTCP media handling, and global dial plans following E.164 standards.
• Skilled in deploying and configuring carrier-grade Session Border Controllers including setup, routing policies, header manipulation, and security measures.
• Capable of deep-dive incident analysis through SIP traces, Syslog, and packet analysis tools such as Wireshark and Homer.
• Understands VoIP network edge fundamentals such as NAT traversal mechanisms including ICE, STUN, TURN, as well as TLS and SRTP security implementations.
• Maintains a strong networking foundation covering TCP/IP, VLANs, VPNs, IP routing, and enforced Quality of Service (QoS) for voice traffic.
• Proficient in automation and scripting languages such as Python and REST APIs to streamline telecom provisioning and reporting processes.
• Experienced in root cause analysis and producing clear, well-structured technical documentation.
• Effectively manages crisis communication and incident coordination to maintain service continuity.
• Applies ITIL frameworks for Incident, Problem, and Change Management to align technical tasks with operational best practices.

Preferred Qualifications (Strongly Prioritized):

• Extensive experience with the Microsoft UC ecosystem, specifically Teams, Phone System, and Direct Routing.
• Expertise in Teams Voice components, including user provisioning, voice routing, policies, and dial plans.
• Hands-on experience integrating AudioCodes SBCs with Microsoft Teams Direct Routing.
• Proficiency navigating the M365 admin center for service health monitoring and troubleshooting.
• Experience handling hybrid voice setups and integrating third-party/legacy PBXs (ISDN, PRI, BRI) with modern UC platforms

Additional Advantages (Nice-to-Have):

• Automation & Development: Proficiency in scripting (e.g., Python, PowerShell) or utilizing REST APIs to streamline telecom provisioning, reporting, and billing.
• API & Connectors: Familiarity with Webhooks, CPaaS integrations, or utilizing the Power Platform (Power Automate, Power BI) for operational reporting and automated workflows.

Interpersonal Skills:

• Collaboration & Teamwork: Work effectively with distributed global teams and stakeholders to achieve common goals.
• Escalation & Crisis Management: Skilled in managing crises and escalating issues effectively to ensure minimal impact.
• Leadership: Mentor junior engineers, lead transversal initiatives, and drive operational synergy.
• Ownership & Resilience: Take ownership of tasks and proactively drive them to completion under pressure.

Qualifications:

• Education:
• Bachelor’s degree in Telecommunications, Information Technology, Computer Engineering, or a related technical field.
• Experience:
• 5+ years of advanced hands-on experience in IP telephony and VoIP engineering within a telecom, CPaaS, or Managed Service Provider environment.

 

You bring rigor, passion for challenges, and determination. You seek the opportunity to expand your expertise, achieve your goals, and thrive.

What we offer

• 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.

Only your skills matter

Regardless of your age, gender identity, race, ethnic origin, religion/belief, sexual orientation, marital status, neuroatypia, disability, veteran status or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company and equal opportunity employer: don't hesitate to tell us about your specific needs.