Genesys Senior Business Analyst- VOIS
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 a Genesys Business Analyst to join our centralised IT team within VOIS. This individual will play a pivotal role in delivering and maintaining contact centre solutions, including consultancy and support for Omni-channel Unified Contact Centre architecture. The role involves designing, developing, and integrating contact centre applications, collaborating with cross-functional teams, and ensuring alignment with business and security standards. The position is based in VOIS Egypt or VOIS India.
What you’ll do
- Lead discovery sessions to gather and document business, functional, and technical requirements.
- Design and propose contact centre solutions including call flows, routing logic, IVR scripts, and reporting.
- Configure and implement platforms such as AWS Connect and Genesys.
- Define and document CTI and CRM integration requirements to ensure seamless agent experience.
- Develop and execute test plans including UAT to validate solution quality.
- Create user guides, process flows, and technical documentation; deliver training to users and support teams.
- Act as a liaison between stakeholders, development teams, and vendors to ensure project alignment.
Who you are
- A professional with 5+ years of experience in contact centre or telecommunications projects.
- Skilled in AWS Connect, Genesys Engage, or Genesys Cloud CX platforms.
- Knowledgeable in IVR, ACD, CTI, WFM, and QM technologies.
- Experienced in CTI and CRM integrations (e.g., Salesforce, ServiceNow).
- Strong communicator with analytical and problem-solving skills.
- Familiar with Agile and Waterfall methodologies.
- Holds a technical degree and has 4+ years’ experience in contact centre environments.
- Technically proficient in SIP, voice solutions, and multi-channel messaging services.
- Exposure to Avaya and Verint platforms is a plus.
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 cutting-edge contact centre technologies and platforms.
- Exposure to global teams and cross-functional collaboration.
- Involvement in strategic application architecture shaping across VOIS.
- A dynamic environment that encourages innovation and continuous learning.
- Contribution to improving customer experience through technology.
What skills you will learn
- Advanced contact centre architecture and solution design.
- Integration of telephony systems with CRM platforms.
- Agile and Waterfall project delivery methodologies.
- Stakeholder management and cross-functional collaboration.
- Application lifecycle management and documentation best practices.
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, 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 in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
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