Job Description

About _VOIS:

_VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK.

Over 29,000 highly skilled individuals are dedicated to being Vodafone Group\'s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.

Established in 2006, _VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

About _VOIS India:

In 2009, _VOIS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, _VOIS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more.

What you\'ll do

Role: CTI Senior Engineer Genesys / Avaya Engineer

Experience: 5+ yrs

Primary Skills: Genesys / Avaya

Shift Timing: General Shift

Location: Pune (Hybrid)

Role purpose:

To Design, develop and maintain complex contact centre systems using VXML, Java and IVR development tools and voice platforms

To Develop and Maintain IVR Contact Centre Routing Solution which intelligently routes calls to queues, leveraging AOD and STT/TTS engines

Coordinate with Backend Developers and other backend systems for IVR integration via APIs

To implement deploy Contact Centre Solutions to meet customer requirements as well as managing any changes/modifications to existing implementations to completion.

To support and maintain Contact Centre Application infrastructure, with developments and modifications to real time systems.

Designs and develops high quality, scalable and efficient solutions & products on schedule

Ensures developed solutions are reportable and monitorable

To undertake the technical design of Contact Centre Solutions for internal and external customers.

To consult with all customers and prospective customers on the suitability and viability of Vodafone Contact Centre Solutions.

Who you are

Core competencies, knowledge, and experience:

Contact Centre Knowledge with 3 years plus in one of the below platforms

Genesys Solution Sets

Avaya Orchestration Designer (v7 onwards), Knowledge on the Nuance Natural Language Call Steering platform

Technical

Communication Protocol Knowledge (SIP, VOIP, TCP/IP, Networking, Web Services, POP3, SMTP, IMAP, IM, HTML, JSON, SOAP)

Verint Solution Sets, Cisco CCX

Operating Systems Knowledge (UNIX, LINUX, Windows)

Database Knowledge (Oracle, MSSQL, PostgreSQL, Cassandra)

Programming Knowledge (VXML, SCXML, EMCA, C#, Java, .Net)

Familiar with Applications including Visio, FTP, Azure DevOps

Key accountabilities and decision ownership:

Solution Development

Work with other members of Contact Centre Solutions in the establishment of solution feasibility/business cases.

Coordinate the technical design of new and enhanced CTI system solutions.

Development of support processes required for new & existing solutions as required.

Identification of impacts on other solution components if applicable

Support contact centre training to other engineers as applicable.

Provides accurate and timely input to Development Manager regarding status of technical tasks for self and team.

Solutions Implementation

Operational support of enhanced Contact Centre systems.

Creation and maintenance of relevant documentation.

Check existing Vendor software versions

Ensure root cause and analysis is performed on faults to ensure fault repeats is kept to a minimum.

Second level support for engineers in Operation Team.

Regular status reporting (Stakeholders, Vendors, Customers and Project Teams etc.)

Coordinate with Backend Developers and other backend systems for IVR integration via APIs

Not a perfect fit?

Worried that you don\'t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you\'re excited about this role but your experience doesn\'t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What\'s in it for you

Together we can

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

Vodafone