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Job Description
Roles & Responsibilities
Lead detailed requirement-gathering sessions to translate business objectives into technical and functional specifications.
Design end-to-end solution architectures for contact centre systems, including call flows, routing logic, IVR designs, and reporting frameworks.
Support configuration and implementation activities for platforms such as AWS Connect and Genesys solutions.
Define and document CTI integrations with CRM platforms, ensuring seamless data flow and unified agent experiences.
Develop and execute test plans, including UAT, ensuring solutions meet quality, performance, and compliance standards.
Produce clear technical documentation, user guides, and process flows while delivering training to teams and end users.
Act as a key liaison between stakeholders, developers, and external partners to ensure alignment and effective delivery.
Maintain and govern the Application Lifecycle Management tool, ensuring application reusability and architectural consistency.
Desired Candidate Profile
Experienced professional with 4+ years in contact centre environments and a strong technical foundation.
Skilled in cloud-based contact centre platforms, particularly AWS Connect, Genesys Cloud CX, or Genesys Engage.
Proficient in IVR, ACD, CTI, workforce management, and quality management technologies.
Strong analytical and problem-solving abilities, with a capability to translate complex concepts for diverse stakeholders.
Informed in Agile and Waterfall methodologies, with a collaborative and solution-driven mindset.
Possessing a relevant technical degree and deep understanding of SIP, voice solutions, and omnichannel communication tools (chat, video, asynchronous messaging).
Company Industry
- Telecom
- ISP
Department / Functional Area
- IT Software
Keywords
- UCC Solution Architect(VOIS)
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Vodafone
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation. As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability. We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.