247 Avaya Jobs - Page 4

Who we are: Acqueon's conversational engagement software lets customer-centric brands orchestrate campaigns and proactively engage with consumers using voice, messaging, and email channels. Acqueon leverages a rich data platform, statistical and predictive models, and intelligent workflows to let enterprises maximize the potential of every customer conversation. Acqueon is trusted by 200 clients across industries to increase sales, drive proactive service, improve collections, and develop loyalty. At our core, Acqueon is a customer-centric company with a burning desire (backed by a suite of awesome, AI-powered technology) to help businesses provide friction-free, delightful, and referral-worthy customer experiences. As a Product Support Engineer in Acqueon you will need. Understand omni channel communication technologies and their role in the contact center 2+ Years of experience as a product support engineer. Good listening and comprehension skills. Quick on your feet while consultatively working with the end customer to implement the solution A natural ability to dig in and resolve technical issues in structured manner Have a commitment to excellence in taking care of our customers and expect the same from others Windows operating systems, MS SQL, IIS, Hands-on experience on Log analysis, troubleshooting Familiarity with IP Networking, SQL, and Rest APIs, Linux Experience working with one or more Contact Center software suites such as Cisco UCCE, Amazon Connect, Nice InContact, Twilio, Avaya, or Genesys Previous experience with outbound contact center products is a plus Key Skills: Contact Center Outbound, SQL, AWS, Linux, Nginx, Redis

The ideal candidate should have expertise in Java, JavaScript, JSP, JSF, J2EE, Grammar, EJB, MDB, VXML, XML, REST/SOAP Integration. Proficiency in Voice XML is a must. Experience in Agile methodology, particularly in SAFe methodology, is highly desirable. Familiarity with Viecore Framework would be advantageous. Knowledge of ETL, JCL, COBOL is preferred. Experience working with DevSecOps, GitHub, RTC, and Automation Tools is a plus. Exposure to Call Center Technologies such as AVAYA, CISCO, and Chatbot is beneficial. The candidate should possess preferred knowledge and/or experience working with SalesForce. The role primarily involves Java development in the IT/Computers - Software industry. The candidate should have a degree in B.COM, B.Sc., B.Tech CSE, B.TECH ECE, B.Tech., B.C.A, B.E., Bachelor of Arts, or Bachelor of Engineering. This is a full-time, permanent position requiring skills in Agile methodologies, AVAYA ACD, CISCO, J2EE, JAVA, Spring, Springboot, and Hibernate. The job code for this position is GO/JC/098/2025. The recruiter for this position is Mithra Dayalan.,

Role - Team Lead | WFM Skills - Work force management | Real Time Analysis | Capacity planning Exp - Min 4 Yrs Loc - Mangalore Notice should be of 30 days or serving notice 5 days working 2 days fixed | WFO | Both ways Cabs teena.ghrs@gmail.com

Key Responsibilities: Dialer Configuration & Strategy: Manage outbound and inbound dialer campaigns, lead management, call routing, and real-time queue strategies. Configure dialing modes (predictive, preview, manual) to align with fintech sales goals and customer servicing SLAs. Optimize contact strategies to reduce abandon rates and increase right-party contacts (RPCs). Cross-Functional Collaboration: Partner with Sales, Service, Risk, Legal, and Compliance teams to align dialer operations with business objectives and regulatory standards. Coordinate with IT and vendors to resolve issues and implement new dialer features or updates. Regulatory & Risk Compliance: Ensure campaigns adhere to financial services regulations including TCPA, FDCPA, RBI guidelines (for Indian fintech), and DNC lists. Maintain auditable records and dialer settings for compliance and risk reporting. Reporting & Analytics: Track KPIs like connection rate, agent occupancy, conversion rate, and talk time; present insights to stakeholders. Conduct A/B testing on campaigns and dialing strategies to improve conversion and engagement. System Maintenance & Innovation: Administer dialer systems including version upgrades, patching, and data integrity audits. Identify and implement automation opportunities to reduce manual effort and improve speed-to-contact. Qualifications: Bachelors degree in Computer Science, Information Systems, Business, or a related field. Experience: 3-4 years in a dialer administrator role. Technology Stack: Proficiency with dialer platforms such as Five9, Genesys, NICE inContact, or similar. Key Skills: Strong understanding of call center KPIs and sales operations. Knowledge of fintech sales cycles and customer service expectations. Excellent troubleshooting, documentation, and communication skills. Preferred Experience: Experience with specific dialer software (e.g., Ameyo( Exotel) , Genesys, Avaya ). Exposure to integrations with lending platforms, payment gateways. Understanding of customer lifecycle management in a digital-first financial product.

Hiring for WFM Scheduler/AM Scheduler in Bengaluru Experience 4+ Years Schedulers will utilize the Workforce Management scheduling tool(eWFM) to administer the processing of individual clusters engineer teams weekly work schedules and to schedule training, and other special events for the engineer teams. About the Role Develop, manage, and maintain comprehensive schedules. Single Point of Contact for the Business Unit. Structure set up to core scheduling activities. Required Skills Good knowledge of MS Office tools, SQL, PowerBi Excellent communication and interpersonal skills Proficiency with computers Willingness to work in a 24*7 shift environment Drive for self-learning and knowledge enhancement Exposure to the leave management system Contact Centre Workforce Management experience Extensive experience with WFM software Experience in IEX and Alvaria WFM tool is required, preferably Alvaria Team handling experience shall be an added advantage Ability to simplify complex operations into repeatable processes Comfortable in fast-paced environment Ability to make decisions in time sensitive ambiguous situations Ability to multitask and manage multiple projects simultaneously Strong problem-solving skills and adaptability to changing priorities - Education: Any Graduate - Salary: upto 9LPA Interested: Call: Rose (9873538143 / WA : 8595800635) rose2hiresquad@gmail.com

About the Company- Leading BPO in Bangalore Hiring for WFM Scheduler/AM Scheduler Experience 4+ Years Schedulers will utilize the Workforce Management scheduling tool(eWFM) to administer the processing of individual clusters engineer teams weekly work schedules and to schedule training, and other special events for the engineer teams. About the Role Develop, manage, and maintain comprehensive schedules. Single Point of Contact for the Business Unit. Structure set up to core scheduling activities. Responsibilities Forecast Upload and generate the Intraday Patterns (IDP) Schedule Generation and Optimization Review IDP (Requirement vs Schedule) with sites/Partners Recommend required headcount with sites/Partners by running different scheduling scenarios Generate IDP and calibrate it in IDP template based on shrinkage applied as per trending IR % Coordinate with stakeholders to gather requirements, priorities, and timelines for scheduling activities Ensure resource allocation aligns with project goals and organizational capacity Lead and motivate team members to achieve scheduling objectives efficiently Establish quality control measures to ensure accuracy and consistency in scheduling outcomes Drive continuous improvement initiatives to enhance scheduling processes and team performance Implement and oversee automation solutions for shift creation, time-off approvals, and schedule adjustments Identify inefficiencies in manual scheduling processes and implement automation to improve accuracy and efficiency Leverage machine learning and data analytics to enhance workforce scheduling models Stay updated with emerging technologies in WFM, automation, and AI-powered workforce optimization Explore RPA (Robotic Process Automation) opportunities to minimize manual interventions in scheduling Benchmark against industry leaders to adopt best practices in scheduling innovation Monitoring mailbox and managing the workload Will be actively involved in updating the real time exceptions and schedule changes through email request Qualifications Educational Qualification: Bachelors degree Required Skills Good knowledge of MS Office tools, SQL, PowerBi Excellent communication and interpersonal skills Proficiency with computers Willingness to work in a 24*7 shift environment Drive for self-learning and knowledge enhancement Exposure to the leave management system Contact Centre Workforce Management experience Extensive experience with WFM software Experience in IEX and Alvaria WFM tool is required, preferably Alvaria Team handling experience shall be an added advantage Ability to simplify complex operations into repeatable processes Comfortable in fast-paced environment Ability to make decisions in time sensitive ambiguous situations Ability to multitask and manage multiple projects simultaneously Strong problem-solving skills and adaptability to changing priorities Pay range and compensation package UPTO 9LPA Interested Candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 ```

Assist in addressing and resolving data quality issues reported by users and data stakeholders, including anomalies, inconsistencies, and data quality concerns. Participate in the monitoring, tracking, and management of data quality incidents and requests, ensuring timely and effective responses. Assist in creating and maintaining comprehensive documentation of data quality issues, resolutions, and best practices for reference and training. Support the Data Quality Service Desk Lead in managing and escalating complex data quality issues to the relevant teams, ensuring appropriate actions are taken. Assist in tracking and reporting on data quality incidents and metrics to ensure transparency and accountability. Excel Basic understanding of SQL. Good communication and Aptitude. Qualifications Graduate Additional Information 100% Work from Office (24 X7) No Mobile Phones/storage devices allowed within the floor Rotational shifts Current office location is Vikhroli however team will move to Thane (GB) in few months Job Location

Responsibilities Administration and Management of Wipro LAN & WAN (Network Domain) across globe as a part of Global Network Project Implementation Team based on the Projects assigned. Implementation and configuration of Network devices which consists of Routers, Switches, NMS Tools & Wifi Devices from different manufacturers (Mainly Cisco & some cases Avaya / Brocade, etc.). Configure / Implement Network Devices as per the hardening Guidelines & as per particular Project requirement. Troubleshoot Network & Security related problems in a particular Project based on the Project scope defined. Implementation of Network Infrastructure for new Offshore Development Centers (ODC) with appropriate security levels and redundancy as per the ODC requirements. Implementation of Network Infrastructure for new Enterprise Projects with appropriate security levels and redundancy. Implement ODC setups with connectivity varying from MPLS Connectivity, Client to site VPN, Site to Site VPN (Router based). Handle implementations in project movements within Wipro locations, Point to point link establishment, Network infra for new Wipro locations including LAN/WAN/Internet Architecture etc. Coordination with ISP, clients and onsite technical teams for P2P, MPLS, VPN and other links for new implementations and troubleshooting connectivity issues. Validating the technical feasibility of the network design plans for customer/Enterprise networks submitted by the design team and provide appropriate suggestions as required. Knowledge & exposure on (not limited to) NMS Tools, Routing Protocols such as OSPF, BGP, etc., MPLS Configuration (VRF Config), Switching Protocols, STP, QoS, etc. Execute the implementation per the standard ISO (20000 & 27001) and Wipro IRMC guidelines following incident, change and capacity management procedures followed in Wipro. CCNP Equivalent Certifications with around 5 years experience. Should be able to Multitask & involve in multiple projects at a time. Take lead and participate in S0 calls and Outages till resolution Mandatory Skills: Cisco Routing and Switching. Experience: 5-8 Years.

Your role We are looking for an experienced ForgeRock Developer/Lead to join our Identity and Access Management (IAM) team with 4+ years of experience . The ideal candidate will be responsible for designing, developing, and maintaining ForgeRock IAM solutions to support secure and scalable identity services across the enterprise. Experience on IAM Implementation, Configuration, Development and administration and Operations using ForgeRock Open Identity Gateway. Hands-on experience in the installation and configuration of ForgeRock Open AM, Open IG on Windows, UNIX / Linux platforms with Open DJ / Active Directory / LDAP. Experience in implementing Single Sign-On / Social Sign-On / Mobile Authentication & Authorization / Intelligent Authentication / Federation / Web & API Protection / MFA / Self-Service for applications using Open AM. Strong understanding of ForgeRock Directory Services (Open DS), Oracle Unified Directory, ForgeRock Access Manager (Open AM), ForgeRock Identity Gateway. Experience in session management, authorization policies, adapter & rule / policy customization, adapter customization, UI customization, Fedlet, Java Script, Groovy, build & deployment. Experience on utilities such as Amster, Configurator, Admin tools, Web Agents and Java Agents. Experience on implementing solutions using SAML, WS-Trust, OAuth, Kerberos, OpenID Connect and REST API. Experience in developing ForgeRock Open AM/AM Custom Authentication modules. Experience in setting up Authentication Trees of ForgeRock AM. Your profile ForgeRock Identity Platform (AM, IDM, DS, IG) Java, Groovy, REST APIs Identity lifecycle management and access governance Federation protocols (SAML, OAuth2, OIDC) Directory services (LDAP, Active Directory) What you''ll love about working here You can shape yourcareerwith us. We offer a range of career paths and internal opportunities within Capgemini group. You will also get personalized career guidance from our leaders. You will get comprehensive wellness benefits including health checks, telemedicine, insurance with top-ups, elder care, partner coverage or new parent support via flexible work. At Capgemini, you can work oncutting-edge projectsin tech and engineering with industry leaders or createsolutionsto overcome societal and environmental challenges. Location - Bengaluru,Hyderabad,Pune,Chennai,,Mumbai,Coimbatore

The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipros standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation Mandatory Skills: Avaya Communication Manager. Experience: 5-8 Years.

Responsibilities Administration and Management of Wipro LAN & WAN (Network Domain) across globe as a part of Global Network Project Implementation Team based on the Projects assigned. Implementation and configuration of Network devices which consists of Routers, Switches, NMS Tools & Wifi Devices from different manufacturers (Mainly Cisco & some cases Avaya / Brocade, etc.). Configure / Implement Network Devices as per the hardening Guidelines & as per particular Project requirement. Troubleshoot Network & Security related problems in a particular Project based on the Project scope defined. Implementation of Network Infrastructure for new Offshore Development Centers (ODC) with appropriate security levels and redundancy as per the ODC requirements. Implementation of Network Infrastructure for new Enterprise Projects with appropriate security levels and redundancy. Implement ODC setups with connectivity varying from MPLS Connectivity, Client to site VPN, Site to Site VPN (Router based). Handle implementations in project movements within Wipro locations, Point to point link establishment, Network infra for new Wipro locations including LAN/WAN/Internet Architecture etc. Coordination with ISP, clients and onsite technical teams for P2P, MPLS, VPN and other links for new implementations and troubleshooting connectivity issues. Validating the technical feasibility of the network design plans for customer/Enterprise networks submitted by the design team and provide appropriate suggestions as required. Knowledge & exposure on (not limited to) NMS Tools, Routing Protocols such as OSPF, BGP, etc., MPLS Configuration (VRF Config), Switching Protocols, STP, QoS, etc. Execute the implementation per the standard ISO (20000 & 27001) and Wipro IRMC guidelines following incident, change and capacity management procedures followed in Wipro. CCNP Equivalent Certifications with around 5 years experience. Should be able to Multitask & involve in multiple projects at a time. Take lead and participate in S0 calls and Outages till resolution Mandatory Skills: Cisco Routing and Switching. Experience: 5-8 Years.

Responsibilities Administration and Management of Wipro LAN & WAN (Network Domain) across globe as a part of Global Network Project Implementation Team based on the Projects assigned. Implementation and configuration of Network devices which consists of Routers, Switches, NMS Tools & Wifi Devices from different manufacturers (Mainly Cisco & some cases Avaya / Brocade, etc.). Configure / Implement Network Devices as per the hardening Guidelines & as per particular Project requirement. Troubleshoot Network & Security related problems in a particular Project based on the Project scope defined. Implementation of Network Infrastructure for new Offshore Development Centers (ODC) with appropriate security levels and redundancy as per the ODC requirements. Implementation of Network Infrastructure for new Enterprise Projects with appropriate security levels and redundancy. Implement ODC setups with connectivity varying from MPLS Connectivity, Client to site VPN, Site to Site VPN (Router based). Handle implementations in project movements within Wipro locations, Point to point link establishment, Network infra for new Wipro locations including LAN/WAN/Internet Architecture etc. Coordination with ISP, clients and onsite technical teams for P2P, MPLS, VPN and other links for new implementations and troubleshooting connectivity issues. Validating the technical feasibility of the network design plans for customer/Enterprise networks submitted by the design team and provide appropriate suggestions as required. Knowledge & exposure on (not limited to) NMS Tools, Routing Protocols such as OSPF, BGP, etc., MPLS Configuration (VRF Config), Switching Protocols, STP, QoS, etc. Execute the implementation per the standard ISO (20000 & 27001) and Wipro IRMC guidelines following incident, change and capacity management procedures followed in Wipro. CCNP Equivalent Certifications with around 5 years experience. Should be able to Multitask & involve in multiple projects at a time. Take lead and participate in S0 calls and Outages till resolution Mandatory Skills: Azure Network. Experience: 5-8 Years.

Role Network Engineer Do - Administration and Management of Wipro LAN & WAN (Network Domain) across globe as a part of Global Network Project Implementation Team based on the Projects assigned. - Implementation and configuration of Network devices which consists of Routers, Switches, NMS Tools & Wifi Devices from different manufacturers (Mainly Cisco & some cases Avaya / Brocade, etc.). - Configure / Implement Network Devices as per the hardening Guidelines & as per particular Project requirement. - Troubleshoot Network & Security related problems in a particular Project based on the Project scope defined. - Implementation of Network Infrastructure for new Offshore Development Centers (ODC) with appropriate security levels and redundancy as per the ODC requirements. - Implementation of Network Infrastructure for new Enterprise Projects with appropriate security levels and redundancy. - Implement ODC setups with connectivity varying from MPLS Connectivity, Client to site VPN, Site to Site VPN (Router based). - Handle implementations in project movements within Wipro locations, Point to point link establishment, Network infra for new Wipro locations including LAN/WAN/Internet Architecture etc. - Coordination with ISP, clients and onsite technical teams for P2P, MPLS, VPN and other links for new implementations and troubleshooting connectivity issues. - Validating the technical feasibility of the network design plans for customer/Enterprise networks submitted by the design team and provide appropriate suggestions as required. - Knowledge & exposure on (not limited to) NMS Tools, Routing Protocols such as OSPF, BGP, etc., MPLS Configuration (VRF Config), Switching Protocols, STP, QoS, etc. - Execute the implementation per the standard ISO (20000 & 27001) and Wipro IRMC guidelines following incident, change and capacity management procedures followed in Wipro. - CCNP Equivalent Certifications with around 5 years experience. - Should be able to Multitask & involve in multiple projects at a time. - Take lead and participate in S0 calls and Outages till resolution Mandatory Skills: Cisco Routing and Switching.

Assist in integration with Voicemail, IVR, Contact Centers, Fax servers, Microsoft Teams, or SBCs (e.g., AudioCodes, Oracle). Must have exp in contact center troubleshooting. Troubleshoot Avaya telephony systems CM, SM, AES, SBC, EPM, and Messaging.

About The Role Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Unified Communication and Collaboration Operations Good to have skills : NAMinimum 2 year(s) of experience is required Educational Qualification : Any Degree or 3 Year DiplomaKey Responsibilities :- Maintenance administration of Voice PBX systems services-Responsible for handling day-to-day Voice operations, requirements issues Technical Experience :-Basic understanding of voice telephony TDM / IP along with knowledge of voice networking, Signaling standards telecommunication protocols H323, SIP,SCCP, MGCP etc-Hands-on experience on industry standard enterprise PBXs like Cisco call manager-Basic knowledge on PRI and trunk configuration in Telephony system-Basic knowledge in ACD calls routing configurations-Basic troubleshooting of Cisco VoIP gateways and adjuncts -Knowledge of Voicemail Cisco Unity, IVR, Reporting etc-Basic troubleshooting knowledge with respect to the operational issues in PBX-Basic knowledge of Call accounting software Professional Attributes :-Customer focused positive attitude towards work-Good interpersonal and communication skills verbal and written-Ability to work with diverse teams a quick learner-High level of initiative coupled with a good team spirit-Positive work ethic-Basic knowledge in MS Visio, Word and Excel Educational Qualification:-Any Degree or 3 Year Diploma Qualification Any Degree or 3 Year Diploma

ISPL FOCS has been established in July 2020 at ISPL in Mumbai, India and is part of Front Office support. The scope of work includes offshoring administrative and Level I support to Capital Markets Surveillance Responsibilities Direct Responsibilities Review analyse and investigate market abuse trading activity generated by an automated monitoring system AT LEVEL 1 in accordance with relevant review process as defined in the operating guidelines. Obtain and upload analysis results and relevant material for record keeping purposes and conclude the alerts with the indicative target timelines without compromising the quality and completeness of the analysis As necessary, use available research tools (e.g. Bloomberg, Reuters) to identify publicly available information concerning transactions to be identified for further investigation Escalate suspicious trading activity deserving of further investigation to On shore MIS and reporting of daily activities on timely manner. Contributing Responsibilities Ensure escalation by Investigator is proper, in a timely manner and supported by relevant information and due diligence search results Comply with procedure and other relevant policies/ procedures of BNP Paribas group and regulations, and industry best practice Collaborate and work effectively with team members and relevant stakeholders Be supportive and adaptive to changes of procedures and scope of work Meet the QA requirements and the expected daily volume Contributing towards additional team and individual responsibilities. Technical & Behavioral Competencies Demonstrate personal initiatives, ownership and accountability Strong Focus on Meeting Deadlines Additional European language skills preferred System Skills on Symantec/CA DLP/Autonomy/Global Relay / NICE / FUSION to conduct Electronic Communication Surveillance. Any One of the above systems is an added advantage Specific Qualifications (if required) Professional level knowledge of securities and banking regulation. Fluent reading proficiency in English. Knowledge of trading and business terminology. 3+ years' surveillance/compliance experience within a financial services/securities environment. knowledge of MS office specifically Excel. Skills Referential Behavioural Skills : (Please select up to 4 skills) Active Listening Critical thinking Communication skills - oral & written Ability to collaborate and team work Transversal Skills: Analytical Ability Ability to understand, explain and support change Ability to adapt and develop a process Ability to manage a project. Ability to develop others and improve their skills. Education Level: Bachelor Degree or equivalent Experience Level At least 5 years

About The Role Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for Workforce ManagementPlanning and SchedulingRosteringMicrosoft ExcelScheduling Tool - IEX, Verint or AspecStakeholder managementAbility to perform well in the team Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

Job Description: You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following: Ability to provide CX solution with Google CCAI suite of contact center products such as Dialogflow CX, Agent Assist, Insights CX and CCAI Platform (Ujet.cx) Drive design thinking innovative workshops with the clients using design principles and reshape their thinking about customer experience especially in the contact center / customer care domain Perform CX management capability assessment and identify foundational, evolving and advanced capabilities, co-create the roadmap path with the clients to achieve leading class CX capabilities Ability to understand business requirements still putting customer experience at the heart of CX design Ability to think and pre-empt scenarios and questions from cross functional client team (from CX operations, IT, Contact Center operations, digital, analytics, line of business etc) Work with technical Google team/developers to convert user requirements into final product Work with internal team and client team on CCaaS (Contact Center as a Service) migration Deliver agile delivery process, continuous improvement and continuous development Work with other teams to put forward differentiated CX management solutions for large clients (RFI and RFP process) Participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort, and cost estimation process, etc. Participate in practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends, and bringing in innovative solutions, etc. Bring your best skills forward to excel at the role: A strong and well-established record of accomplishment in designing and delivering Google CCAI solutions and platform Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needs Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project Thorough understanding of CCAI Framework and integration with internal and external components.

Apply Here: https://www.amazon.jobs/en/jobs/3026797/amazon-connect-consultant-professional-services-gcc The Amazon Web Services Professional Services team is seeking a skilled Delivery Consultant to join our team at Amazon Web Services (AWS). In this role, you'll work closely with customers to design, implement, and manage AWS solutions that meet their technical requirements and business objectives. You'll be a key player in driving customer success through their cloud journey, providing technical expertise and best practices throughout the project lifecycle. Role & responsibilities - Designing and implementing complex, scalable, and secure AWS solutions tailored to customer needs - Providing technical guidance and troubleshooting support throughout project delivery - Collaborating with stakeholders to gather requirements and propose effective migration strategies - Acting as a trusted advisor to customers on industry trends and emerging technologies - Sharing knowledge within the organization through mentoring, training, and creating reusable artifacts Preferred candidate profile - 4+ years of experience in cloud architecture and implementation - Bachelor's degree in Computer Science, Engineering, related field, or equivalent experience - 4+ years of experience as a contact center technology architect, enterprise IT Architect or senior contact center developer, with at least 1+ year experience with any of the following platforms: Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, Salesforce. - 3+ years experience designing and implementing at least 2 of the following contact center solutions: IVR, chat, custom reporting, quality management, agent desktop, or workforce management - 2+ years experience in Software development/DevOps, with minimum of 3 successful deployments integrating contact center platforms with at least 2 of the following: bots, APIs, web services, or databases

Required Skills and Experience: Avaya Expertise: Strong knowledge of Avaya communication platforms, including Avaya Aura, Avaya IP Office, or other relevant Avaya products. VoIP Knowledge: Understanding of Voice over IP (VoIP) technologies, including protocols like SIP and H.323. Troubleshooting Skills: Ability to quickly diagnose and resolve technical issues related to voice communication systems. Communication Skills: Excellent written and verbal communication skills to interact with clients and team members. Customer Service Skills: Ability to provide excellent customer service and ensure customer satisfaction. Problem-Solving Skills: Ability to analyze complex problems and develop effective solutions. Additional Skills (May be Required): Networking Knowledge: Basic understanding of networking concepts, such as TCP/IP, DNS, and DHCP. ITIL Framework: Familiarity with ITIL processes for incident, problem, and change management. Project Management: Experience in managing small to medium-sized projects related to voice communication systems

Roles and Responsibilities Design, develop, test, and deploy IVR solutions using Genesys WFM, Avaya ACD, and Avaya OD platforms. Collaborate with cross-functional teams to identify business requirements and design IVR workflows that meet customer needs. Develop custom scripts using Python programming language to automate IVR processes. Troubleshoot issues related to IVR systems and resolve them efficiently. Ensure compliance with industry standards and best practices for call center operations.

Platform Architect serves as technical lead driving design, deployment & optimization of scalable CCaaS solutions. TPA is engaged early in the project, working closely with managers, solution consultants, implementation team & product team.

About The Role PRIMARY SET Adobe launch/AEP WEB SDK, Adobe Analytics & Project Management (Must Have) Experience Level 7 10 + Yrs. Roles and Responsibilities: Collaborate with stakeholders to gather digital analytics requirements and translate them into actionable tracking strategies. Implement and configure Adobe Analytics using Adobe Launch (Client-Side and Web SDK) and set up data layers. Set up and manage custom eVars, props, events , classifications, and Analysis Workspace dashboards . Perform end-to-end QA and validation of tags to ensure accurate tracking and data integrity. Build interactive and insightful dashboards in Adobe Analytics Workspace to visualize performance and user behavior. Translate data into clear, actionable insights and business recommendations that inform digital marketing, product strategy, and UX decisions. Define KPIs and measurement strategies aligned with business goals and customer journeys. Present data-driven stories to business and leadership teams, using visuals and narratives to influence strategic decisions. Troubleshoot and resolve issues with implementation, reporting, and data discrepancies. Implement and manage third-party pixels and marketing tags (e.g., Meta, Google, LinkedIn) through Adobe Launch. Monitor site performance and user interaction patterns to uncover optimization opportunities and A/B test hypotheses. Stay current with Adobe product releases, digital analytics trends, and industry best practices. Technical and Functional Skills: Bachelor's degree with 67 years of hands-on experience in Adobe Analytics and Adobe Launch implementation . Strong proficiency in Adobe Analytics Workspace report building, segmentation, calculated metrics, and data storytelling. Expertise in configuring Adobe Launch rules, events, extensions , and deploying custom tracking codes. Strong understanding of JavaScript, HTML, CSS , and web development debugging tools (e.g., Charles, Adobe Debugger). Experience with data layer architecture , solution design documents, and tag documentation. Deep understanding of digital KPIs, conversion funnels, attribution models , and behavior analysis. Proven ability to analyse large datasets , detect trends, uncover root causes, and propose actionable recommendations. Excellent communication and storytelling skills to convey insights and influence decision-makers. Experience with A/B testing tools (e.g., Adobe Target, Optimizely) and interpreting test results is a plus. Exposure to Customer Journey Analytics (CJA) , Real-Time CDP, or cross-channel segmentation is a bonus.

Sr. Executive RTA (Real Time Analyst) Exp - 2-3 years Location NOIDA (Sector-142) Compensation-4.2 LPA Job Summary: Executive- RTA Workforce Management (WFM) plays a crucial role in overseeing workforce planning, scheduling, real-time monitoring, and performance analysis. This function is essential for driving operational efficiency, optimizing resource use, and ensuring high-quality service delivery aligned with client expectations and business goals BPO Understanding: • Reports – Adherence Report, Realtime SL, Shrinkage Report etc. • KPIs (Key Process Indicators) – SL – Service Level (calls answered within threshold), AHT (Average handling Time), Abandon Rate, ASA (Average Speed of Answer), Occupancy, Utilization, Net Login, Staffed Time etc. • KRA (Key Result Area) – Managing Abandon Rate, Service Level, Leakage, Schedule adherence, Line Adherence etc. • Shrinkage – Planned Shrinkage, Unplanned Shrinkage, In office Shrinkage and out of office shrinkage etc. Qualifications and Experience: 1. Bachelor's degree in business administration, management, statistics, or a related f ield; advanced degree preferred. 2. 2-3 years of progressive experience in RTAs, with a proven track record of success in leading teams and driving operational excellence. 3. Good knowledge of workforce management principles, methodologies, and best practices, preferably in the BPO industry. 4. Proficiency in workforce management tools, and data analysis techniques. 5. Good analytical, problem-solving, and decision-making skills. 6. Good leadership, communication, and interpersonal skills, with the ability to collaborate effectively across departments and levels of the organization.

Project Role : Application Support Engineer Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems. Must have skills : Unified Communication and Collaboration Operations Good to have skills : NAMinimum 2 year(s) of experience is required Educational Qualification : Any Degree or 3 Year Diploma Must have Skills :Unified Communication and Collaboration ImplementationGood to Have Skills :Unified Communication and Collaboration OperationsJob :Key Responsibilities :- Maintenance administration of Voice PBX systems services-Responsible for handling day-to-day Voice operations, requirements issues Technical Experience :-Basic understanding of voice telephony TDM / IP along with knowledge of voice networking, Signaling standards telecommunication protocols H323, SIP,SCCP, MGCP etc-Hands-on experience on industry standard enterprise PBXs like Cisco call manager-Basic knowledge on PRI and trunk configuration in Telephony system-Basic knowledge in ACD calls routing configurations-Basic troubleshooting of Cisco VoIP gateways and adjuncts -Knowledge of Voicemail Cisco Unity, IVR, Reporting etc-Basic troubleshooting knowledge with respect to the operational issues in PBX-Basic knowledge of Call accounting software Professional Attributes :-Customer focused positive attitude towards work-Good interpersonal and communication skills verbal and written-Ability to work with diverse teams a quick learner-High level of initiative coupled with a good team spirit-Positive work ethic-Basic knowledge in MS Visio, Word and Excel Educational Qualification:Any degree 15 years of Full time education Qualification Any Degree or 3 Year Diploma