About the role
Position: Software Engineer -Telephony & Sap Support
Location: Pune
Experience: 2 to 4 Years
Role Summary
Responsible for end-to-end operational support of Telephony and SAP environments, ensuring availability, incident resolution, security, vendor coordination, automation and continuous improvement.
Roles & Responsibilities
·Manage Telephony/Calling platform operations including IVR, DID, routing, campaigns, CDR and call recordings.
·Troubleshoot calling, connectivity, voice-quality, portal and recording issues and coordinate with vendors.
·Support SAP Basis/SAP HANA operations including access, authorization, TR movement, certificates, connectivity and server availability.
·Support SAP integrations/connectors, backups, restore/clone activities and production/QAS environments.
·Manage incidents, problems, changes, RCA, SLA tracking and critical escalations.
·Coordinate with vendors and application teams for issue resolution, upgrades, migrations and implementations.
·Maintain monitoring, alerts, SOPs, runbooks and operational documentation for critical services.
·Support security, PAM/access controls, audits and compliance requirements.
·Identify and implement automation opportunities using scripting/Ansible/Python to reduce manual effort.
AI & GenAI Responsibilities
·Identify and implement AI/GenAI use cases for incident triage, troubleshooting and operational automation.
·Use GenAI for incident summarization, RCA preparation, knowledge search and creation of operational reports.
·Explore AI-based alert correlation, anomaly detection and predictive monitoring for Telephony and SAP.
·Develop/support an AI-powered operations assistant using enterprise knowledge, logs, tickets and monitoring data.
·Ensure responsible AI usage with data privacy, access control, human validation and security governance.
Key Skills
·Telephony/Contact Center and SAP Basis/SAP HANA support experience.
·Incident, Problem, Change, SLA and Vendor Management.
·Monitoring, troubleshooting, Linux/Windows and cloud infrastructure basics.
·Scripting/automation with Python, Shell, PowerShell or Ansible.
·Understanding of AI/ML, GenAI, LLM, RAG and prompt engineering.
Key KPIs
·SLA and service availability; reduction in MTTR and recurring incidents.
·Monitoring coverage, automation and operational-efficiency improvements.
·Vendor performance, audit compliance and successful AI/GenAI use cases.