Software Engineer

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.

• Experience: 2+ years
• Seniority: Entry Level
• Languages: English