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.
Role Purpose
Operating within B_VOIS, this position will perform a combination of Voice and Networks implementation work, as well as enhancements to current products. The core activities include customer liaison, Diagnosis, Audits, investigation into vulnerabilities, planning and implementing of change and offering technical advice/ support to customers.
You will be a proven trouble-shooter with an excellent understanding of the network elements with strong analytical networking skills, ideally with a cross skill of Voice and Network devices products AudioCodes, Cisco, Microsoft, IPC Unigy, Genesys etc.
This position is responsible for the support of the production environment which ensures the appropriate voice/network policies and practices are implemented and enforced.

• End-to-end management of customer's voice networks and providing a rapid response to customer raised incidents and problems. Drive technical service improvements post major incidents & outages by liaising with Major Incident teams, Problem management team as well as the core network and service support teams that site across the different groups within the organization.
• Support the customer front ending teams like Intelligent Ops, Service Management & GAMs within the account for any chronic technical issues and support with a robust action plan to be driven either through Vodafone operations, OLO or any external or internal agency.
• Run network audits in order of xe2x80x9cpreference & requirementxe2x80x9d for the customer based on historical issues and/or on back of incidents to improve services and ensure repetitive issues are avoided.
• To engage with the partners like Cisco, AudiCodes, Tecnomics and others wherever required to drive enhancements to the services we offer to customer.
• Liaise with different teams and vendors for vendor driven changes and validate the change/implementation plans and provide technical authorization on the plans
• Work with project teams for new opportunities or sites/service onboarding design and implementation.
• Manage customer/stakeholder communication for any Service improvement plan, major incident investigation or any new opportunity designing and implementation.
• Have technical skills of 3rd line and above capability to resolve complex faults, & support complex provide & change issues, on a 24/7 basis (where required)

Key accountabilities (Role Description)
1.Onboarding customer to Vodafone's new voice gateway solutions.
2. Active participation ensuring smooth transition to the new solutions provided by Vodafone.
3. Incident Management on customer's Voice solutions with focus on providing rapid response to customer raised incidents and problems.
4. Provide regular knowledge transfer and training sessions to upskill entire team on voice solutions.
5. Planning and implementing high impact and complex BAU changes requested by customer or identified as part of an incident.
6. Support in technical assessment and implementation of Service Requests and New Orders from customer
Essential:
L3 level Voice Engineer having 10+ years of work experience in voice networks. Expertise in managing voice protocols such as SIP, H.323, ISDN, E1/T1 and AudioCodes SBC and its managing platform OVOC.
Desired:
Work experience / knowledge of multiple ITIL disciplines and AudioCodes/CCNP Collaboration certified.
Education/Technical/Functional qualifications and/or Professional Certifications:
Essential:

• Engineering Graduate (with specialization on Electronics & communication/Information Technology/Computer application/Relevant streams
• Good Understanding of Networking, IT/Telecom processes & products
• Good understanding of ITIL
• Understanding of Network / IT / Telecommunication products and solutions.

VOIS Equal Opportunity Employer Commitment India:
VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees' growth and enables them to create a positive impact on themselves and society. We do not discriminate based on age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.
As a result of living and breathing our commitment, our employees have helped us get certified as a Great Place to Work in India for four years running. We have been also highlighted among the Top 10 Best Workplaces for Millennials, Equity, and Inclusion, Top 50 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 10th Overall Best Workplaces in India by the Great Place to Work Institute in 2024. These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do.
By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills!
Apply now, and we'll be in touch!
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. '