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.

Job Snapshot

Updated Date

16-09-2026

Job ID

QH_2489

Sub Department

IT & DIGITAL TRANSFORMATION

Location

Solitaire BH 8th Floor, Pune, Maharashtra, India

Experience

3 - 4 Years

Employee Type

Confirmed

📌 Software Engineer (Pune)
🏢 Quick Heal
📍 Pune