Genesys Senior Business Analyst- VOIS
Who we are
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.
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About this Role
We are seeking a Genesys CX Developer to join our centralised IT team within Vodafone Shared Services. This role focuses on delivering effective and reliable contact centre solutions and consultancy within our Unified Contact Centre architecture. You will act as a subject matter expert, designing, developing, and maintaining applications to improve business contact centre processes and enhance customer experience.
What you will do
- Lead discovery sessions to gather and document detailed business, functional, and technical requirements for contact centre projects.
- Collaborate with architects and specialists to design solutions, including call flows, routing logic, IVR scripts, and reporting requirements.
- Configure and implement contact centre platforms such as AWS Connect and Genesys, including queues, user profiles, and routing profiles.
- Analyse and document requirements for CTI and CRM integration (e.g., Salesforce, ServiceNow) to ensure seamless data flow and unified agent experience.
- Develop and execute test plans, including UAT, ensuring solutions meet quality standards.
- Create comprehensive documentation and provide training to end-users and support teams.
- Act as a liaison between stakeholders, development teams, and vendors to ensure alignment and manage expectations.
Who you are
- Minimum 5 years’ experience as a Business Analyst or Developer in contact centre or telecommunications projects.
- Proven expertise in AWS Connect, Genesys Engage, or Genesys Cloud CX.
- Strong knowledge of contact centre technologies: IVR, ACD, CTI, WFM, and QM.
- Experience with CTI and CRM integrations and Agile/Waterfall methodologies.
- Excellent analytical, problem-solving, and communication skills.
- Technical degree and at least 4 years’ experience in contact centre environments.
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 solutions.
- Exposure to global projects and collaboration with international teams.
- A dynamic environment that encourages innovation and continuous learning.
What skills you will learn
- Advanced knowledge of Genesys and AWS Connect platforms.
- Expertise in CTI and CRM integrations for enhanced customer experience.
- Skills in designing omni-channel contact centre solutions and managing complex architectures.
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 truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
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