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Senior Manager Business Analyst Genesys CX & Contact Centre Analyst

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Vodafone

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Location:
India , Pune

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Contract Type:
Not provided

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Salary:

Not provided

Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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
  • Technical degree and minimum four years of contact centre experience

Nice to have:

Exposure to platforms such as Avaya Customer Experience or Verint Engagement solutions

What we offer:
  • 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

Additional Information:

Job Posted:
March 19, 2026

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