Senior Manager_Business Analyst_Genesys CX & Contact Centre Analyst _Pune

Who we are

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.
#VOIS #BeUnrivalled #CreateTheFuture

About this Role

We are seeking an experienced individual to support the design, delivery, configuration, and consultancy of contact centre and customer experience solutions across our unified omni-channel landscape. The role will contribute to solution architecture, application lifecycle management, and seamless integration of CTI, CRM, and contact centre technologies. The individual will collaborate with cross-functional technology and security teams to ensure reliable, secure, and scalable CX solutions across VOIS markets.

What you will do

• Lead discovery and requirements-gathering sessions for contact centre and CX initiatives.
• Work with architects and development teams to design solutions including routing logic, IVR flows, call journeys, and reporting structures.
• Configure and implement platforms such as Genesys, AWS Connect and other contact centre technologies including queues, profiles, and contact flows.
• Analyse and define requirements for CTI and CRM integrations supporting platforms such as Salesforce and ServiceNow.
• Participate in test planning, UAT execution, and validation of deployed solutions.
• Produce user guides, process flows, and technical documentation for support teams and stakeholders.
• Act as a liaison between business teams, technical teams, and vendors ensuring alignment and expectation management.
• Contribute to application lifecycle management ensuring reusability and architectural consistency.

Who you are

• 5+ years of experience as a Business Analyst within contact centre or telecommunications environments.
• Hands-on expertise in platforms such as AWS Connect, Genesys Engage, or Genesys Cloud CX.
• Strong understanding of contact centre technologies including IVR, ACD, CTI, WFM, and QM.
• Demonstrated experience in CTI and CRM integrations with a focus on enhancing agent and customer experience.
• Ability to translate complex technical concepts into clear, accessible language for all stakeholders.
• Knowledge of Agile and Waterfall methodologies.
• Technical experience with SIP, voice solutions, social media channels, chat, video, and asynchronous messaging.
• Exposure to platforms such as Avaya Customer Experience or Verint Engagement solutions.
• Technical degree and minimum four years of contact centre experience.

Not a Perfect Fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What’s in it for you

• Opportunity to work on advanced CX and contact centre technologies across global operations.
• Exposure to complex technical landscapes and collaboration with multi‑national teams.
• Ability to influence VOIS‑wide application architecture and contribute to strategic technology decisions.
• Continuous learning in DevOps, cloud-based contact centre platforms, and enterprise integrations.
• A collaborative environment promoting innovation, problem‑solving, and professional growth.

What skills you will learn

• Deepening expertise in Genesys and AWS contact centre ecosystems.
• Enhanced understanding of customer experience architecture and omni‑channel design.
• Advanced skills in CTI‑CRM integration and automation of voice/digital channels.
• Stakeholder management in complex, multi‑country organisational structures.
• Proficiency in solution documentation, test planning, and application lifecycle management.

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

At Vodafone, we’re working hard to build a better future — a more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drives us, and we experiment, learn fast and get it done, together.
With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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