Apply in 3 Minutes: Principal Voice Sme Bangalore

About VOIS VOIS 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 VOIS 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 VOIS started operating in India and now has established global delivery centres in Pune Bangalore and Ahmedabad With more than 14 500 employees VOIS 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 Role Purpose Operating within B VOIS this position will perform a combination of Voice and Networks implementation work as well as enhancements to current products The core activities include customer liaison Diagnosis Audits investigation into vulnerabilities planning and implementing of change and offering technical advice support to customers You will be a proven trouble-shooter with an excellent understanding of the network elements with strong analytical networking skills ideally with a cross skill of Voice and Network devices products AudioCodes Cisco Microsoft IPC Unigy Genesys etc This position is responsible for the support of the production environment which ensures the appropriate voice network policies and practices are implemented and enforced End-to-end management of customer s voice networks and providing a rapid response to customer raised incidents and problems Drive technical service improvements post major incidents outages by liaising with Major Incident teams Problem management team as well as the core network and service support teams that site across the different groups within the organization Support the customer front ending teams like Intelligent Ops Service Management GAMs within the account for any chronic technical issues and support with a robust action plan to be driven either through Vodafone operations OLO or any external or internal agency Run network audits in order of preference requirement for the customer based on historical issues and or on back of incidents to improve services and ensure repetitive issues are avoided To engage with the partners like Cisco AudiCodes Tecnomics and others wherever required to drive enhancements to the services we offer to customer Liaise with different teams and vendors for vendor driven changes and validate the change implementation plans and provide technical authorization on the plans Work with project teams for new opportunities or sites service onboarding design and implementation Manage customer stakeholder communication for any Service improvement plan major incident investigation or any new opportunity designing and implementation Have technical skills of 3rd line and above capability to resolve complex faults support complex provide change issues on a 24 7 basis where required Key accountabilities Role Description 1 Onboarding customer to Vodafone s new voice gateway solutions 2 Active participation ensuring smooth transition to the new solutions provided by Vodafone 3 Incident Management on customer s Voice solutions with focus on providing rapid response to customer raised incidents and problems 4 Provide regular knowledge transfer and training sessions to upskill entire team on voice solutions 5 Planning and implementing high impact and complex BAU changes requested by customer or identified as part of an incident 6 Support in technical assessment and implementation of Service Requests and New Orders from customer Essential L3 level Voice Engineer having 10 years of work experience in voice networks Expertise in managing voice protocols such as SIP H 323 ISDN E1 T1 and AudioCodes SBC and its managing platform OVOC Desired Work experience knowledge of multiple ITIL disciplines and AudioCodes CCNP Collaboration certified Education Technical Functional qualifications and or Professional Certifications Essential Engineering Graduate with specialization on Electronics communication Information Technology Computer application Relevant streams Good Understanding of Networking IT Telecom processes products Good understanding of ITIL Understanding of Network IT Telecommunication products and solutions VOIS Equal Opportunity Employer Commitment India VOIS 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 10 Best Workplaces for Millennials Equity and Inclusion Top 50 Best Workplaces for Women Top 25 Best Workplaces in IT IT-BPM and 10th Overall Best Workplaces in India by the Great Place to Work Institute in 2024 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 Apply now and we ll be in touch Vodafone is committed to attracting developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business We actively encourage everyone to consider becoming a part of our journey