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Software Engineer
Pune · Mid Level
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What we know about this role
MEDIUM
Quick Heal Technologies Ltd is reviewing applications at a steady pace. Expect a standard response time as they evaluate the current pool.
First 72 hours
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Not a repost
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Skills required
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Job description
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.
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