Contact & Digital Channels Engineer

About the role

As a Contact & Digital Channels Engineer you will design, build and operate robust systems that guarantee continuous availability and reliability for Vodafone's contact centre and digital care platforms. You will drive internal development through scalable platforms, optimise processes and continuously improve capabilities across IVR, chatbot and CCaaS solutions.

Key responsibilities

• Champion the design, development and improvement of IVR‑based self‑care journeys to reduce assisted channel usage.
• Ensure high availability of contact centre systems by proactive monitoring, rapid incident resolution and automation of routine tasks.
• Lead the transition to internally driven development, focusing on IVR and chatbot orchestration.
• Provide technical stewardship for the CCaaS operating model, managing multi‑tenancy deployments and SLA compliance.
• Manage system problems, incidents and service requests in line with defined SLAs.
• Assist in acquiring and maintaining technology infrastructure for Customer Experience Systems.
• Oversee system/application changes and projects, ensuring timely delivery.
• Monitor capacity and performance of Customer Experience Systems.
• Ensure compliance with cyber‑security policies and procedures for contact and digital channels.

Required profile

• Strong technical and analytical abilities with excellent problem‑solving skills.
• Effective communication and teamwork orientation.
• B.Sc. in Computer Science, Computer Engineering, Electronics & Communication or related field.
• Minimum 3 years of experience in telecom/IT environments, with solid knowledge of contact centre, chatbot and social‑media solutions.
• Experience with AI, NLP, automation and cognitive machine‑learning technologies.

Required skills

• IVR design and orchestration
• Chatbot development and integration
• CCaaS platforms and multi‑tenancy management
• SLA monitoring and incident management
• Technology infrastructure acquisition and maintenance
• System capacity and performance management
• Cyber‑security compliance
• Artificial Intelligence, Natural Language Processing, automation, machine learning
• Programming: Java, Python, C#, JavaScript
• Web technologies: RESTful APIs, JSON, HTTP/S