UC L3 Tech Expert; Business Talk​/Microsoft

Orange Business is here!

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.

Scope

Deliver expert-level L3 support for MS platforms — and associated ecosystems—including Business Talk, Direct Routing, and cloud technologies — 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 UC L3 expert, you play a critical role in maintaining service reliability, high availability and optimal performance, while paving the way for career growth into architecture, technical service design/management, or leadership roles.

Job Description

Mission

The primary mission of the UC L3 Expert is to ensure optimal functionality and reliability of corporate UC communications infrastructure, aligning with organizational goals through efficient service delivery, exceptional client support, and continuous improvement initiatives.

Main activities & key responsibilities

• Handle advanced and critical incidents related to Microsoft Teams tenant, Audio Codes SBCs, and Business Talk voice services.
• Conduct thorough root cause analysis (RCA) for major incidents and recurring issues to drive long term permanent resolution.
• Lead and coordinate technical recovery during outages, ensuring rapid resolution and communication.
• Execute and validate complex and non-standard change requests, platform upgrades, and migrations.
• Participate in release cycles and implementation of new features and services for Microsoft UC and Business Talk platforms.
• Review, validate, and accept new customers/services during pre-HOTO and HOTO stages.
• Work closely with Operational Readiness and Service Readiness Managers to ensure service acceptance criteria are met.
• Support technical design reviews and customer audits, ensuring compliance, documentation accuracy, and service alignment with best practices.
• Maintain and enhance internal knowledge repositories.
• Share expertise via training sessions and mentoring across support teams.
• Participate in weekly service reviews to monitor incident trends, aging tickets, and platform health for proactive improvements.
• Contribute technical expertise during presales cycles, supporting SAM & RFPs and complex solution design discussions – if needed.
• To undertake any other reasonable task as assigned.

Others:

• Candidates should be prepared for potential on-call responsibilities as required by the nature of the role.

Key Skills, Knowledge and Abilities

Required Skills:

• Extensive experience with Microsoft UC:
  Teams, Phone System, Direct Routing.
• Expert in Teams Voice: policies, dial plans, voice routing, user provisioning.
• Hands-on with Audio Codes SBCs: setup, troubleshooting, firmware, Direct Routing.
• Strong knowledge of SIP, ISDN, PRI, BRI, and legacy PBX integration.
• Skilled in SIP signaling, media negotiation, and troubleshooting via SIP traces and Syslog.
• Experienced in hybrid voice setups and third-party PBX integration.
• Proficient in M365 admin center, Power Shell scripting, and service health monitoring.
• Familiar with Power Platform (Power Automate, Power BI) for automation/reporting.
• Strong BTG knowledge and services offered by BTG, BTD, Hookah, Oracle SBCs.
• Skilled in root cause analysis (RCA) and clear technical documentation.
• Effective crisis-bridge orchestrator with strong customer communication skills.
• Knowledgeable in ITIL Incident, Problem, and Change Management frameworks.

Interpersonal

Skills:

• Collaboration & Teamwork:
  Work…