9 Ccaas Jobs

MANAGER CCAAS (CLOUD CENTRE AS A SERVICE) PLATFORM - GENESIS or NICE

Role & responsibilities Hands-on configuration to help customers achieve positive business outcomes using the Sprinklr platform. Work directly with customers around full functionality of Sprinklr CCaaS Omnichannel , Social Media and Contact Center Intelligence & Automation Platform Proactively identify, document, and deliver in-platform solutions and optimizations aligned with customer use cases to maximize value realization of the Sprinklr platform. 3 - 5 years experience in managed services, professional services, implementation, or technology consulting within the CCaaS industry 3 - 5 years Experience in Enterprise Software consulting and/or technical configuration.

Role: Product Manager-CCaas Department: Product and Marketing Job description: The role will be responsible to build the product strategy and roadmap in line with the market needs and company's vision. The incumbent will manage the product vertical throughout its lifecycle from concept to development and scale; as well as develop and launch new product variants in the domain in line with evolving market trends. Roles and Responsibilities: Translate business strategy into product strategy. Own the product roadmap and execute the product strategy. Own the business case and performance metrics of the domain. Identify market opportunities with research and competitive analysis and integrate it into product requirements. Own the product design and requirements incorporating market use cases and internal functions processes across all product releases. Work with stakeholders across multiple functions of network, customer service, regulatory, engineering and finance to build and operationalize the product. Design simple and intuitive user interfaces through wireframes and mock-ups. Identify and develop technology partnerships to strengthen the portfolio and accelerate the GTM. Collaborate with the partners to integrate their products and take them to our markets. Communicate the product solutions and offerings effectively internally and externally. Drive the sales enablement interventions to ensure product success. Analyze complex use cases and customer usage data to drive optimum product experience. Drive the product marketing strategy and provide product marketing with insights on key differentiators and messages. Manage all aspects of product lifecycle, including customer feedback, requirements, and issues. Evangelize the product internally and externally in various industry and customer forums. Drive adoption of product using various interventions. Required Skills: Overall 6+ years of experience with 3+ years of prior industry experience as a Product Manager in an Enterprise CCaaS domain. Strong knowledge of the CCaaS market, IVR, voice bot and its competitive landscape. Exceptional communication skills, both verbal and written, with a knack for storytelling. Self-starter with a positive and solution-oriented mindset. Demonstrated ability to work collaboratively and deliver in a multi-stakeholder eco-system. Analytical mindset and data driven. ability to gather and interpret data to make informed decisions. Benefits & Perks: Salary No Bar for right candidate Variable Pay-out Provident Fund Group Medical Insurance

The candidate3-yearJoin Our Team at Enhanced Software Solutions Pvt. Ltd. (ESS)! We're hiring for multiple roles! If you're passionate about IT, SaaS, APM and digital solutions, this is your chance to kickstart your career with us. Walk-in Drive - Tuesday, 8th April 2025 Time: 10:30 AM 5:00 PM Location: 909, 9th Floor, Lodha Supremus, Road No. 22, MIDC, Wagle Estate, Thane West (Near New Passport Office) Candidates should be ready for: - Starting Package is 2.9LPA - 3 years service agreement - Travel across India and outside India 1. Managed Services Consultant (Level 1) Skillsets - SaaS, CCaaS, HTML, CSS, JavaScript, Extremely Good Communication Work on the Sprinklr platform, assist clients, and drive digital transformation. What Youll Do: - Deploy and configure Sprinklr software - Act as the primary escalation point for platform performance - Train clients and manage projects - Collaborate on medium-to-high complexity projects Who You Are: # 0-2 years of experience in SaaS/CCaaS # Strong analytical, communication, and problem-solving skills # Passionate about social media and digital technology # Proficient in business English Bonus Skills: - IT/SaaS, contact center apps (Amazon Connect, Cisco Webex) - Knowledge of VOIP, SIP, CRM (Salesforce) - Familiarity with Groovy/JavaScript 2. APM Engineer AppDynamics & Dynatrace (Freshers Welcome!) Skillsets - Knowledge of Linux/ Windows Operating System, Apache, Tomcat Monitor and optimize application performance with cutting-edge tools. What Youll Do: - Work with AppDynamics & Dynatrace for performance monitoring - Troubleshoot application issues and enhance performance - Assist in implementing APM solutions Who You Are: Freshers or candidates with basic knowledge of APM tools Strong problem-solving and analytical skills Interest in IT operations and application performance Why ESS? Work on top-tier enterprise platforms Hands-on experience with global clients Opportunities for growth and learning Ready to make an impact? Walk in on 8th April!

Required Qualifications & Skills: Technical Skills: 10+ years of experience in Pre-Sales Engineering/Solutions Consulting within the Customer Experience or Contact Center domain. Strong hands-on expertise in Genesys Contact Center Solutions (Cloud & On-Premise) . Familiarity with other contact center platforms (e.g., Cisco, Avaya, NICE, Five9, Talkdesk, Amazon Connect ). Knowledge of IVR, ACD, CTI, workforce management (WFM), speech analytics, AI/chatbots, social engagement and omnichannel solutions . Experience with API integrations, cloud architectures, and security principles . Soft Skills: Excellent presentation, communication, and interpersonal skills. Strong problem-solving skills and the ability to articulate complex solutions in a simple manner. Ability to work independently and collaboratively in a fast-paced sales environment. Passion for customer success and delivering innovative CX solutions . Willingness to travel as required Preferred Qualifications: Certifications in Genesys solutions (Cloud, Engage, Connect, etc.) . Experience with AI-driven automation, chatbots, and voicebots . Background in contact center analytics, workforce optimization, and digital transformation .

We are hiring for Genesys Cloud Consultant (Development) profile, Please share your profile with is at devendras@hexaware.com Location: Mumbai, Pune, Chennai, Bangalore and Noida Job Description: As a consultant or developer, you will play a crucial role in developing, implementing, and maintaining CCaaS platform to ensure a seamless and efficient customer support system for our clients. You will work closely with cross-functional teams to understand business requirements and translate them into scalable and effective contact center solutions. Contribute to the implementation and configuration of Genesys Cloud solutions for clients, ensuring alignment with business requirements and objectives. Role & responsibilities Be part of Genesys Cloud solution implementation team Development of Genesys Cloud configurations tailored to meet business needs. Be part of the discovery and assessment sessions for requirement gathering. Support the mapping and documentation of Genesys Cloud architecture. Work closely with stakeholders to get feedback for continuous improvement. Evaluate and recommend Genesys Cloud features, apps, and integrations to enhance customer support process that fits in their environment. Implement Genesys Cloud best practices and efficient use of the platform. Integrate Genesys Cloud with other business systems and tools to streamline workflows. Build comprehensive reporting and analytics within Genesys Cloud to measure support team performance and customer satisfaction. Collaborate with cross-functional teams, including IT, customer support, and product development, to ensure Genesys Cloud aligns with overall business objectives Preferred candidate profile Develop and implement Genesys cloud flows utilizing Architect tool, Data table, Data actions and Digital Bots for intelligent customer interactions. Design and implement call routing solutions using Genesys routing and evaluation methods, skills, queues, callbacks, emergency messages, hours of operation, and holiday routing, incorporating dynamic messaging features. Configure and implement Data action and manage Web services for integrating call flows with third party system/CRM Development experience in any one chat or voice BOTs using Genesys NLP engines or AWS Lex or Google Dialog flow. Must have experience with Voice as a channel. Experience with at least 1 digital channel: Chat, Email or other. Should have lead or been active member of a Genesys Cloud implementation or migration. Leverage tools like GIT, GitHub, for code version control and team collaboration. Good communication and analytical skills with the ability to coordinate development with onshore/offshore developers as well as line-of-business customers to understand requirements and deliver effective solutions. Perform debugging, troubleshooting, Logical thinking and problem-solving to address issues quickly and efficiently. Following Genesys Cloud best practices and pursue Genesys cloud certifications to stay updated with the latest cloud technologies, one or two Genesys or cloud contact center related certification is preferred.

Who we are? Founded in 2015, SmartPing is a specialized Enterprise & Tele Communications service provider that connects businesses with their consumers over telecom and internet channels. ONE-STOP-SHOP for integrated communication backed up by innovative and intelligent technical platforms for SMEs, MNCs, large enterprises & Government entities Job description We are seeking a dynamic Channel Sales Manager to drive growth and expand our market presence in CCaaS/Voice solutions. The ideal candidate will be responsible for developing and managing channel partnerships, fostering relationships with System integrators , Technology companies, and Channel partners to achieve sales targets in the designated region. Role: Channel Partner Manager/ Head (IC Role) Vertical: Voice/CCaaS Department: Sales Experience: 10+ years Employment Type: Full Time, Permanent Location: Gurgaon ( PAN India coverage) Roles and Responsibilities a)Partner Acquisition & Business Development: Identify, recruit and onboard new resellers, VARs, system integrators and telecom channel partners across India. Develop regional partnership strategies to drive business expansion in key markets. Ensure continuous pipeline growth through channel-driven lead generation and joint GTM initiatives. b)Partner Enablement & Sales Support: Conduct partner training sessions, workshops and sales enablement programs to enhance product knowledge. Provide partners with sales toolkits, pitch decks, pricing models and competitive positioning strategies. Work closely with partners to co-develop sales opportunities and close high-value enterprise deals. c)Revenue Growth & Partner Performance Management: Set and track partner sales targets, revenue goals and market expansion KPIs. Develop and implement incentive programs, commission structures and joint marketing plans to drive partner engagement. Monitor partner sales performance, identify gaps and take corrective actions to enhance productivity. d)Collaboration & Cross-Functional Coordination: Work closely with Sales, Marketing, Product and Customer Success teams to align channel strategies. Collaborate with Marketing to execute joint GTM campaigns, webinars and co-branded events. Ensure seamless coordination between technical support teams and partners for smooth service delivery. Required Skills & Experience: 10+ years of experience in Channel Sales, Partner Management, or Business Development in CPaaS, UCaaS, SaaS, or Telecom industries. Proven track record of building and scaling channel partner programs across multiple regions. Strong understanding of partner ecosystem dynamics, including resellers, system integrators and technology alliances. Experience in driving partner-led revenue growth and executing joint GTM strategies. Excellent relationship-building, negotiation and stakeholder management skills. Strong analytical skills to track partner performance and optimize channel sales strategies. Ability to work in a fast-paced, high-growth environment and manage multiple partner engagements simultaneously. Educational Qualifications: Bachelors/ Masters degree or equivalent.

Job Title: Senior Dynamics 365 Functional & QA Lead Job Summary: Under the dual hats of D365 CE Functional consultant & QA consultant one will be responsible for bridging the gap between business requirements and the technical implementation of customer projects along with executing QA activities with flexibility to switch between roles within a project or across projects. This role requires one to be proficient in one of the 3 modules of CRM Customer Service, Sales and Marketing. Tasks include functional analysis, solution design, configuration, and quality assurance activities and play a key role in timely delivery and quality deliverables. The person should be eager to learn and deliver in areas of Copilot Studio, CCaaS, SharePoint, Azure Integration, Data which have been an integral part of few to many CRM projects. Responsibilities: Functional Responsibilities: Participate in requirements gathering sessions with business stakeholders to understand their needs and translate them into clear and concise functional specifications. Analyze business processes and identify opportunities for optimization and improvement through Dynamics 365 functionalities. Design and document functional solutions within Dynamics 365, including configurations, power automate, business rules, and integrations. Perform gap analysis between business requirements and out-of-the-box Dynamics 365 capabilities, recommending appropriate customizations or workarounds. Configure and customize Dynamics 365 modules (e.g., Sales, Service, Marketing, etc.) based on documented requirements. Participate in solution design discussions with technical teams, ensuring functional requirements are understood and implemented correctly. Create and maintain functional design documents, user stories, and process flows. Provide functional expertise and support to development and testing teams throughout the project lifecycle. Assist with user training and the creation of user documentation. Stay up-to-date with the latest Dynamics 365 features and functionalities. Quality Assurance Responsibilities: Develop and execute comprehensive test plans, test cases, and test scripts based on functional specifications and business requirements in Azure DevOps or similar tools. Lead and coordinate all phases of testing, including functional testing, system integration testing, user acceptance testing (UAT), and regression testing. Identify, document, and track defects using a designated bug tracking system like ADO Work closely with development teams to ensure timely resolution of identified defects. Participate in test environment setup and data preparation. Provide clear and concise test reports and summaries to stakeholders. Advocate for quality assurance best practices within the team. Contribute to the continuous improvement of the QA process. Potentially lead and mentor junior QA resources. Ensure adherence to quality standards and regulatory requirements. Facilitate and support User Acceptance Testing (UAT) with business users. Required Skills: Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field. 6- 12 years of progressive experience working with Microsoft Dynamics 365 in a functional and/or QA role. Strong understanding of core Dynamics 365 modules and their functionalities (e.g., Sales, Service, Marketing). Proven ability to gather and document business requirements effectively. Experience in designing and configuring Dynamics 365 solutions. Solid understanding of software testing methodologies and the QA lifecycle. Hands-on experience in creating and executing test plans and test cases. Proficiency in using bug tracking systems (e.g., Azure DevOps, Jira). Excellent analytical and problem-solving skills with a strong attention to detail. Strong communication (both verbal and written) and interpersonal skills, with the ability to interact effectively with both technical and business stakeholders. Ability to work independently and as part of a collaborative team. Strong organizational and time management skills, with the ability to manage multiple tasks and priorities. Nice-to Have Skills CCaaS Copilot Studio Customer Insights Playwright Automation

Company Summary Trek Bicycle is a global leader in the design and manufacture of bicycles and related products. We believe bicycles offer simple solutions to some of the worlds most complex problems. Were committed to breaking down the barriers that prevent people from using bicycles more oftenfor transportation, recreation, and inspiration. Our mission is simple: create products we love and take care of our customers. We value fresh ideas from anywhere, positive energy, making tough calls when needed, and turning ideas into action quickly. We’re a team that believes in doing great work—and enjoying the ride. Position Summary Trek Bicycle is seeking an innovative and accomplished Business Analyst with deep experience in contact center platforms. This key, hands-on role will serve as the primary liaison between IT infrastructure, global customer care teams, and IT and business leadership. You’ll help shape the future of our contact center experience by identifying opportunities with business partners, articulating requirements to our vendors, and delivering measurable improvements to our tools and workflows. Key Responsibilities Serve as the primary administrator for our CCaaS platform (8x8). Collaborate with vendors and internal stakeholders to enhance contact center capabilities. Gather and document business requirements into functional and technical specs. Guide solutions through the full software development lifecycle in an Agile environment. Manage and configure call flows and IVRs. Oversee integrations, including 8x8 with Microsoft Dynamics CRM and our ChatBot Platform Cognigy. Lead or participate in vendor meetings, SLAs between us and the vendor, and roadmap planning. Support global teams on outcome-focused projects and collaborate across departments. Support infrastructure in managing gateways for our global Retail and Customer Care locations Drive testing, release management, and sprint planning activities. Use tools like JIRA, Confluence, Excel, and Power BI to document and communicate clearly. Create flowcharts, storyboards, and visuals to enhance system/user interface understanding. Maintain high standards of customer service, quality, and responsiveness. Stay up to date on Contact Center technologies, AI trends, Large Language Models (LLMs), and evolving privacy regulations (e.g., GDPR). Required Qualifications Bachelor's degree in an IT-related discipline or equivalent experience. 3+ years of experience in business/systems analysis, specifically in contact center or CCaaS environments. Proficiency with 8x8, or strong experience in similar platforms (RingCentral, Genesys, Five9, Talkdesk, Cisco, SalesForce Service Cloud). Excellent verbal and written communication skills; confident facilitator and interviewer. Expert notetaking and documentation skills. Experience managing vendor relationships and driving performance. Familiarity with Agile methodologies, sprint planning, and stand-up facilitation. Ability to manage multiple concurrent projects in a fast-paced environment. Working knowledge of testing and release practices. Experience in integrations with CRM and digital channels. Strong interest in AI, analytics, and reporting tools (Excel, Power BI). Nice-to-Haves Understanding the configuration Sip Trunks and Gateways Experience with Dynamics CRM integrations. Exposure to expense management, procurement systems, or reporting platforms. Familiarity with GDPR and other privacy laws. Passion for learning new technologies and improving business processes.