Job Description

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

• Responsible & Service Owner for Genesys Outbound Call Center Technologies products and services over Windows services
• Responsible for all 7/24 Level 2 Operations in a proactive manner (Deployments, Monitoring, Troubleshooting, SLA/OLA Management, Service Capacity Management, Service Network Management, Technical Contract Management, Service Opex Management, Service Incident Management, Service Problem Management, etc) for corresponding products and services
• To ensure the service delivery is meeting the business and operational standards as an operation project leader(OPL)
• To ensure appropriate measurement and reporting of service performance, usage and availability is in place in order to analyse the trends to identify and prioritize improvements and lead them
• Implementing correct measurement of capacity demands
• Maintaining a close relationship with the respective departments (marketing, project office, infrastructure, development) to be aware of any changes to or additions to the current scope of the services

Who you are

• Significant experience of Outbound Call Center Technologies, IT concepts

• Significant experience in Genesys products, especially Genesys PureConnect, Genesys PureEngage
• Significant experience on Preview/Predictive Call Scenarios, Agent and Autodialer concepts
• Experience of SIP
• Experience of TCP/IP networking

• Experience on UNIX/ Linux/Windows Operating system.

• Experience of .NET Applications, Java, Management & Debugging Tools (Wireshark, Fiddler, SoapUI, JConsole, JMeter, Tcpdump, etc)
• Experience of application servers (Weblogic, WebSphere, Tomcat)
• Experience of web servers (IIS, Apache, Nginx)
• Experience of databases (Oracle, MsSql, Mongo, etc)
• Experience of monitoring tools (Wily, AppDynamics, Dynatrace, Oracle Enterprise Manager, Tivoli(Netcool), SNMP, etc)