Voice Services Delivery&Support Spec.

What you’ll do

• Accountable for resolving incidents & requests of Corporate & SME customers within agreed KPI’s
• Accountable for ensuring a high level of customer satisfaction in Level-2 Fixed Voice customer operations
• Working in coordination with Vodafone IT teams and Vodafone partners to manage the Cloud PBX service operation
• Carriying out the necessary RPA and script works to automate of daily operational tasks
• Being in collaboration with third party vendors, partners and other telecom operators 
• Assisting presales and sales teams in the role of technical architect in special and large projects
• Accountable for the management, configuration, defining vulnerability policy standards and backup procedures of customer CPE devices 
• Being responsible for following new technologies to reach the best service level and quality
• Accountable for providing optimum network design to suit customer needs and service quality KPIs
• To review of customer service impact analysis due to crisis situation.
• To review of the Core Network service impact analysis due to crisis situation.
• To check the availability of Fixed Voice services such as Cloud PBX, Onnet from DRC environment and monitoring their stable operation
• To make necessary technical configurations for fixed voice DRC system to be activated services and checking the service operability
• To develop action plans to activate the affected Customer fixed Voice services
• Contacting customers who experience service interruptions due to crisis situations and providing them with technical support via email and telephone
• To ensure that the correct information is given to the customers in the fastest way by keeping in touch with the Customer Operation Support Teams (COPS)
• Keeping the Business Continuity Management (BCM) documentation up to date and running the BCM scenario once a year

Who you are

• Degree qualified in Engineering discipline preferably Telecommunication, Electronics or Computer Science
• Minimum 1 years experience in Telecommunication sector
• Hands-on experience in Fixed Voice Network Operations
• Hands-on experience of Voice gateways and SBC management
• Good understanding of Fixed telephony services and products
• Good understanding of Voice network protocols & technologies (VoIP, SIP, PRI, PSTN, Cloud PBX, etc)
• Certification in CCNP and/or CCNA Voice
• Good understanding of IP network technologies 
• Fluent in English
• Excellent problem solving skills
• Team player with strong interpersonal communication capabilities
• Customer support operations management skills
• Partner & Eco-System management skills
• Planning and organization management skills
• Advance troubleshooting skills 
• Energetic, Motivated and Enthusiastic towards learning
• Experience of Python scripting will be plus

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What’s in it for you

Wait for it: Our benefits!

We like to keep them flexible:

• Vflexy: Flexible Benefits Program
• Hybrid working kit
• Ergonomic kit allowance
• Digital meal voucher
• Flexible transportation allowance
• Employee assistance hotline & counselling
• Comprehensive and flexible private health insurance
• Discounted price deals for wide range of products & services

Plus, plenty more to enjoy!

Data Privacy

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Get to know us

If you want to know more about us and what we do, then visit our website: www.vodafone.com.tr

https://www.vodafone.com.tr/insan-kaynaklari

Instagram: https://www.instagram.com/vodafonekariyer/

Youtube: https://www.youtube.com/user/VFTurkiye

This role has a #Hybrid working model

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