Job Description

About _VOIS: _VO IS (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, _VO IS 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, _VO IS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, _VO IS 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 Engineer Experience: 5+ yrs Primary Skills: Genesys Cloud 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 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 VOIS Equal Opportunity Employer Commitment India: _VO IS 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 5 Best Workplaces for Diversity, Equity, and Inclusion , Top 10 Best Workplaces for Women , Top 25 Best Workplaces in IT & IT-BPM and 14th Overall Best Workplaces in India by the Great Place to Work Institute in 2023. 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! 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

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