Software Engineering Specialist (Gurugram, IN, 122002)

About the role

Our applications and services run  our customer’s business. Understanding their complex requirements and building, supporting and maintaining these are crucial to their success.

What you’ll be doing

•    Accountable for delivering complex customer applications.
•    Owns the design, testing, and go-live phases.
•    Provides technical expertise to end customers, sales teams, and other BT untis being a subject matter expert in the application development field.
•    Designs and amends working practices and processes using CI methodology as appropriate.
•    Able to coach, train and motivate new recruits and junior team members
•    Manage and co-ordination of virtual teams for specific customer deployments or project work. 
•    Interact with our real external customers at all levels, on both a highly technical or commercial level.
•    Adopt a flexible approach to a customer base that operate 24/7/365

Essential Skills / Experience

•    In depth technical knowledge of Webex Contact Centre, Cisco Packaged Contact Centre Enterprise, and Webex Contact Centre Enterprise.
•    Knowledge of Genesys, Five9 and AnywhereNow scripting technologies.
•    IVR consultancy and best practise knowledge
•    ICM and CVP scripting Technologies.
•    Training of team memebers and customers
•    Broad technical knowledge of call centre infrastructures
•    Knowledge of the Network capabilities, both Global and Domestic.
•    Commercial understanding, both internal and external.
•    Customer facing role, presentation skills and soft skills are a key requirement

Desirable Skills / Experience

•    5 years plus experience in voice technologies and networks
•    Application design best practise 
•    CI tools and techniques
•    Knowledge of Cisco Contact Centre Scripting technologies.
•    Presentation and communication at senior levels
•    Highly proficient in excel, powerpoint and Sharepoint for documentation and procedures.

Our Package

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good.  Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers. 

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country.   Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.