Role Purpose:
* 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.
* To consult with all customers and prospective customers on the suitability and viability of Vodafone Contact Centre Solutions.
* To manage the resolution of complex tickets/problems between the various technologies, network elements and business processes.
Key accountabilities and decision ownership:
* Solutions Implementation / Operational Support:
* Implement / support Vodafone 's Contact Centre infrastructure, AaS or CPE
* Check existing Vendor software versions to ensure maintain N-1 version compliance
* Ensure root cause and analysis is preformed on faults to ensure fault repeats is kept to a minimum.
Solution Development:
* 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
Advice and Support:
* Provide advice and support (via customer meetings and documentation) to customers so that they can understand what services Vodafone can provide them and how services can be modified to meet the customer needs.
* Understand and define Contact Centre changes, including implementation options, indicative costing, and eventual deployment of successful solutions.
* Arrange simulations or other tests to validate system designs, test interface methods and detect potential integration problems.
Vendor Relationship Management and Interaction:
* Interaction with Vendors for the purposes of identifying and creating solutions for a particular implementation and/or fault resolution.
* Working with vendors to ensure delivery and integration/Operational tasks are completed as part of the overall solution
* Systems Support, Management and Implementation:
* Support Vodafone 's Contact Centre infrastructure (Network-based, AaS, CPE).
Contact Centre Knowledge ( Genesys Solution Sets, Verint Solution Sets, Cisco
CCX)
Technical:
* 2-4 years of experience
* Communication Protocol Knowledge (SIP, VOIP, TCP/IP, Networking, Web Services, POP3, SMTP, IMAP, IM, HTML, JSON, SOAP)
* Operating Systems Knowledge ( UNIX, LINUX, Windows)
* Database Knowledge ( Oracle, MSSQL, PostgreSQL, Cassandra)
* Programming Knowlegde ( VXML, SCXML, EMCA, C#, Java, .Net)
* Tertiary Qualified - Computing Science either Progamming Based or IT Systems
* Java , .Net Certification / programming type skills
* Relevant experience can be substituted in place of qualifications
General:
* Technical Writing
* IT Architecutal literacy
* IT Design literacy
* Good English communication skills
## **Job Description** **Role purpose:** To manage IT Service Desk support : Mail offices, Retail and All OPCO support - Main buildings-Problem management and answer End users calls) to implement and to ensure the highest availability for all the desktop services in terms of operation and projects…
## **Role purpose** The role of the 'SEPA IT Product & Delivery Manager' is to manage the SEPA Hub solution blueprint and the delivery of all SEPA related IT changes ## **Key accountabilities and decision ownership** * Manage IT Demand and Solution Blueprint & Architecture of global SEPA Hub …
## **Job Description** **Role purpose:** To manage IT Service Desk support : Mail offices, Retail and All OPCO support - Main buildings-Problem management and answer End users calls) to implement and to ensure the highest availability for all the desktop services in terms of operation and projects…
## **Role Purpose:** The Process Analyst will be responsible for understanding business processes and applications, analysing the Business needs of internal clients and stakeholders to help identify business problems and propose solutions and business transformation plans. The process analyst wil…
## **Description** Role purpose: Manage IMS & IN applications deployments with focus on Vodafone Italy solutions. Analysis of the Tech and CX requirements for new Services, definition of HLD and LLD. Management and Planning of projects concerning multiple activities and stakeholders. ## **Job Res…
## **Role purpose:** * To Support in develop and maintain functional and secure networks, taking into consideration all available technologies and business requirements, troubleshoot Network & security environment problems, and provide technical support. ## **Key accountabilities and decision ow…
## **Role Purpose:** Design, Drive and Deliver the Convergent Charging Service (CCS) on Cloud Transformation program in the Markets, leading CCS to a Cloud, 5G ready system. Design and Engineer the solution based on Cloud technologies, such as Containers, Open Source components (Graphana, Kibana), …
## **Role purpose:** Problem Management Engineer is responsible for managing the lifecycle of all Problem Incidents within VCI and local Market services and to prevent future incidents. Lead and Conduct Problem meetings for the Problem. Ensure Analysis and, Scope Definition, Detailed Timeframe an…
## **Job Description** To support Vodafone 's key strategic growth areas in Testing Function which requires a highly capable and passionate resources for specialized domains as Digital, IoT and Cloud Transformation. Test Engineer will be required to perform and execute testing services as per th…
**Role purpose:** Responsible for the design and implementation of LAN network capabilities in Germany that support reliable and secure hosted and collaborative services across the whole Vodafone business, mainly focused in Gi/Service LAN, Management LAN and Data Center. Focus will be on DHCP and a…