13 Contact Centre Jobs

We seek a highly skilled Salesforce Integration Developer to design, build, and support complex integrations with the Salesforce Platform. The Integration Developer will create robust, scalable data and application interfaces between Salesforce and AWS Connect Contact Center, Lex Chatbots, and other systems. This critical role requires hands-on Salesforce integration architecture experience, expert-level coding abilities, and consistently delivering high-quality solutions. Responsibilities: Define and architect enterprise application integration methodology and patterns leveraging Salesforce Lead development of real-time, API-based interfaces using tools like Mulesoft, Jitterbit, Dell Boomi Create secure, fault-tolerant interfaces robust enough for high transaction volumes Produce technically advanced but user-friendly integration solutions on-time and on-budget Guide developers and administrators on standards for infrastructure, DevOps, and CI/CD Troubleshoot mission-critical production issues across integrated components Drive automation testing strategy and implementation for integrations Support transition plans from development through to sustained production operations Required Skillset: 5+ years of hands-on Salesforce API integration development experience Highly proficient with inbound/outbound REST API and SOAP web services Expertise in mapping complex data models across integrated systems Experience coding bespoke apps, components, and triggers using Apex and Visualforce Managed end-to-end delivery lifecycles for multi-party integration projects Passion for translating business needs into pioneering technical solutions Location : India (Remote) Work Timings : 2:30 PM - 11:30 PM

Role & responsibilities We are seeking a highly skilled and experienced Business Analyst with a strong background in channels, particularly within contact centre environments, to drive our digital transformation initiatives. This role is pivotal in identifying, analyzing, and defining requirements for automated solutions, with a keen focus on leveraging Artificial Intelligence (AI) and Machine Learning (ML) to enhance customer interactions and operational efficiency. The ideal candidate will bridge the gap between business needs and technical solutions, translating complex business problems into clear, actionable requirements for development teams. You will play a critical role in shaping the future of our customer channels, delivering innovative and scalable automation solutions. Key Responsibilities: Requirements Elicitation & Analysis: Lead and facilitate workshops, interviews, and other techniques to gather, analyze, and document comprehensive business requirements from stakeholders across various channels (e.g., contact centre, web, mobile, social). Contact Centre Automation Focus: Deep dive into contact centre operations, identifying pain points, inefficiencies, and opportunities for automation across voice, chat, email, and self-service channels. Digital Transformation Leadership: Contribute significantly to the strategic roadmap for digital transformation within channels, focusing on improving customer journeys and operational effectiveness through technology. AI/ML Solution Definition: Collaborate closely with AI/ML engineers and data scientists to define requirements for intelligent automation solutions, including chatbots, virtual assistants, predictive analytics, natural language processing (NLP), and machine learning models for routing, sentiment analysis, and personalization. Process Optimization: Analyze existing business processes, identify areas for improvement through automation, and design optimized future-state processes. User Story & Acceptance Criteria Development: Translate business requirements into detailed user stories with clear acceptance criteria for agile development teams. Stakeholder Management: Effectively communicate and manage expectations with diverse stakeholders, including business leaders, product owners, technology teams, and external vendors. Solution Evaluation & Validation: Support the evaluation of proposed solutions, conduct user acceptance testing (UAT), and ensure that delivered solutions meet business needs and quality standards. Market & Technology Research: Stay abreast of industry trends, emerging technologies, and best practices in contact centre automation, AI/ML, and digital transformation. Impact Assessment: Analyze the potential impact of changes on existing systems, processes, and customer experiences. Required Skills & Experience: Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field. 5+ years of experience as a Business Analyst, with a strong focus on channels and digital transformation initiatives. Proven experience in contact centre automation projects, including defining requirements for IVR, chat bots, virtual assistants, and other intelligent self-service solutions. Demonstrable experience in projects involving AI/ML automation, with an understanding of how AI/ML can be applied to solve business problems in a contact centre or channel context (e.g., NLP, machine learning for customer routing, sentiment analysis). Excellent understanding of the full software development lifecycle (SDLC) and experience working in Agile/Scrum environments. Strong analytical, problem-solving, and critical thinking skills. Exceptional communication (written and verbal) and interpersonal skills, with the ability to articulate complex technical concepts to non-technical stakeholders. Proficiency in creating clear and concise documentation, including business requirements documents (BRDs), functional specifications, user stories, and process flows. Experience with process mapping tools (e.g., Visio, Lucidchart) and requirements management tools (e.g., JIRA, Confluence, Azure DevOps). Ability to work independently and collaboratively in a fast-paced, dynamic environment.

Greeting From DBS Bank !! Job Purpose To enhance customer experience by proactively identifying & fixing the potential process /product gaps there by reducing the failure demand at the service channel (calls, emails, and chats) Find the optimal solution to migrate the volumes to digital self-servicing model through chatbot guided conversations and other digital platforms Key Accountabilities Analyze demand failure and embed on customer journey to proactively understand the customer behavior Develop a forecast model to key call & email drivers for upcoming months basis existing data Develop customer guided conversation models via Chatbot to enhance digital servicing and reduce call, emails, and chats volumes Represent customer excellence forum with Business and regional teams Work with relevant business & product teams to highlight the customer pain point drive the changes in process / product Job Duties & responsibilities Identify demand trends & forecasts risks and develop effective mitigation plans Collaborate with multiple stakeholders (internal/external) in developing cost-effective digital initiatives Ability to generate and effectively implement plan / ideas for volume reduction and customers experience enhancement To develop process enhancement journeys to improve customer journey To ensure Good audit rating pertaining to Demand management as per bank standards Credit Card and Banking product knowledge is a must Experience in handling large data sets Education / Preferred Qualifications Bachelors Degree from a recognized University MBA would be an added advantage Six Sigma or COPC or PMP or Prince 2 or any project Mgmt certification would be an added advantage Core Competencies Good interpersonal and effective communication skills Ability to handle large amount of data & derive insights through deep analytics Good knowledge of process improvement methodology (lean /Kizan /Six-sigma ) Eye for details & meticulousness at the jobs assigned Project Management skills Technical Competencies Knowledge of data mining / visualization tools (Tableau QV/Power Bi) Good knowledge of the SQL & Python Working Knowledge Process mapping & usage of tolls like Visio etc knowledge on RPA will be added advantage Work Relationship Direct reporting to Lead of Demand Management & Guided Conversation Working relationship within Digital Bank Operations, Marketing Team, Legal & Compliance Team, and various departments in regio

Hi , We are hiring for The Leading ITES Company for HR Helpdesk Associate Role. Job Description: Minimum 1- 3 years of Previous experience in contact center (helpdesk1). Excellent Communication Skills. Excellent listener and empathetic communicator (oral & written) Experience in HR helpdesk would be an added advantage Overall Experience of HR Operations team of a client like responding to employee queries via phone, email and chat Experience in managing HR transactions with high accuracy, within timeliness & with confidentiality for at least 1-2 years Preferably have worked on Genesys and SuccessFactors Should have understanding of HR Employee data management & Payroll processes Skills: Excellent Communication Skills MS Office & Excel Skills Inbound and Outbound Call Handling skills Telephone and email etiquettes To Apply WhatsApp 'Hi' @ 9151555419 and Follow the Steps Below: a) For Position in Bangalore Search : Job Code # 240

Are you eager to jumpstart your career in the IT industry? We're looking for dynamic and driven individuals to join our team as Business Development Executives (BDE) or Senior Business Development Executives (SBDE). This is an exciting opportunity to make an impact in a fast-paced, growth-driven environment. Job Requirements: Educational Qualifications: A bachelors or associate degree in Marketing, Science, IT, or Computer Science. Experience: 2 to 6 years of experience in an IT sales environment or BPO industry. Must have experience working in night shifts or until midnight shifts; night shift experience is a must . Skills: Proficiency in both spoken and written English. Experience with cold calling is essential. Cold calling is a significant part of the rolebe ready to make a bunch of calls a day to potential clients. LinkedIn proficiency is required, including a valid LinkedIn profile with at least 100+ connections. Prior experience using a CRM system and the ability to explain the process flow. Core Responsibilities: Identify and assess potential clients, and schedule meetings according to the key service areas offered. Demonstrate a high level of motivation to achieve the targets and expectations set by the organization. Additional Requirements: Willingness to work from Chennai office . Notice period in the current organization should be less than 15-20 days .

Role Overview: Responsible for handling call center calls and keeping customer satisfaction at the core of every decision and behavior Role & responsibilities Manage large amounts of inbound and outbound calls in a timely manner Follow communication scripts when handling different topics Identify customers needs, clarify information, research every issue, and provide solutions and/or alternatives Build sustainable relationships and engage customers by taking the extra mile Keep records of all conversations in our call center database in a comprehensible way Frequently attend refreshment training to improve knowledge and performance level Meet personal/team qualitative and quantitative targets Preferred candidate profile Previous experience in a customer service role. Strong phone and verbal communication skills along with active listening skills. Familiarity with CRM systems and practices Customer focus and adaptability to different personality types Ability to multi-task, set priorities and manage time effectively High school degree Eligibility: Good English communication skills. Should able to join immediately. Comfortable to WFO (Viman Nagar)

The primary responsibilities for this role will include handling customer inquiries, resolving complaints, processing bookings, and maintaining high customer satisfaction levels. Co-ordination Fleet Management Required Candidate profile Previous exp in a Car Rentals reservation/ customer service role or Hotel ( Travel Desk) Excellent communication & comprehension skills Multitasker Flexible to work in shifts

Hi, We are hiring for Leading ITES Company QC Reviewer Analyst Role . Job Description: Minimum of 3 years relevant experience in Contact Center Quality monitoring operations Should have 6 months collections experience Weekly/Monthly/Quarterly reviews with management Auditing, Quality monitoring, Calibration for Calls (Inbound/ Outbound, Chat, Emails & Back-office activities with a good understanding of regulations) Provide coaching and mentoring to new and existing team members on an ongoing basis. Ensure that team members are adhering to call quality standards and practices by conducting regular call-monitoring checks Ensure that the team is adhering to the prescribed quality parameters To actively participate in providing feedback (positive and negative) Conduct team briefings and discussions on a regular basis Need to maintain all the Reports & MIS for the same. Knowledge of Contact center technology around Quality Monitoring Past call monitoring experience (preferred)Excellent telephone manner/interpersonal skills Competencies/Skills: Preparation of QC Plan Calibration with Client QC person Train operations team on QC fundamentals Daily Quality check on the specified number of samples/orders processed Daily updating of defect log based on external and internal QC data Daily / Weekly / Monthly Analysis of Defect log, Accuracy score, Root cause analysis, and preparation of Corrective / Preventive action plans on high hitters Follow up on Actions and work on closures Key Skills a) Overall 5 years of Contact centre experience b) Minimum of 1 year relevant experience in Contact Center Quality monitoring operations c) Auditing, Quality monitoring, Calibration for Calls d) Any Graduate To Apply WhatsApp 'Hi' @ 9151555419 and Follow the Steps Below: a) For Position in Gurugram Search : Copy and Paste the link below https://outpace.in/job/qc-reviewer-analyst/

COGNIZANT -PERMANENT POSITION Cisco Voice (CUCM, Cisco UCCX, VOIP Telephony; Cisco Communication Products) SME Cisco Telephony and VoIP exp, Video Conferencing and Contact Centre experience Bangalore or Pune exp- 6+ ctc-18 LPA 24 / 7 Rotational shift

Document verification desk Job Profile TL 1. Ensure smooth and efficient day to day operations within the team 2. Drive performance effectiveness and customer experience 3. Coach assigned Advisors on observed areas of improvement 4. Conduct analysis and drive initiatives to improve efficiency 5. Manage all customer interactions as rostered within parameters 6. Boost employee morale and monitor absenteeism and attrition 7. Abide by company policies and core values 8. Adhere to rostered timing, scheduled shifts and activates 9. Ensure individuals and team meet the defined performance metrics 10.Follow all contact center policies, procedures, code of conduct and legislative requirements Job Profile CE 1. Assess sample calls for pre-defined audit monitoring as per evaluation criteria defined by business 2. Adhere to the sample guideline set by the organization 3. Ensure completion of assessment target on daily, weekly and monthly basis 4. Ascertain right coaching needs are identified by the operations team through their evaluations 5. conduct documentation and reporting as per timelines and defined formats 6. Carry out calibration with stakeholders as per agreed process 7. Identify and escalate risks and quality issues for efficient resolution 8. Create quality reports as per organization standards 9. Analyze the factors to meet the operation and standard reporting requirements within the quality function Job Profile Trainer 1. Ensure advisors are skilled and knowledgeable to handle customer interactions 2. Coach advisors on improvement in products and processes 3. Create learning solutions and customize training delivery 4. Communicate any product and process changes to the team 5. Analyse and measure performance targets and provide coaching 6. Ensure assigned team members achieve quality targets 7. Carry out trainings to boost employee morale 8. Mentor field resources in alignment with business needs 9. Monitor and manage training effectiveness of learning interventions Age- 30years Maximum

Document verification desk 1. Manage all customer interactions as rostered within parameters 2. Demonstrate ownership on calls when contacted by customer 3. Respond to all customers in appropriate tone and language 4. Offer a solution-based approach for all customer interactions 5. Educate the customer at every given possible opportunity 6. Ensure updation of product, system, process and policy knowledge 7. Adhere to rostered timing, scheduled shifts and activities 8. Capture customer details and data relevant to the call or service 9. Resolve customer queries within agreed timelines 10. Manage outbound campaigns as per business requirement 11. Increase, develop and retain customer base through relationship building and service 12. Follow all contact center policies, procedures, code of conduct and legislative requirements Age -25years maximum

Hi, We are hiring for the Leading ITES Company for Quality Reviewer Manager Role. Job Description: Minimum 8 years of Contact Centre Experience. 100% WFO and night shifts applicable. Preference to be given to candidates local to Gurgaon. Excellent verbal and written English skills. Prior experience of working in an ops leader role of a business-to-business collections / order-to-cash process. Excellent analytical (Excel) and presentation skills. Would have presented meaningful dashboards, collaterals to internal and external stakeholders in past role. Prior experience in managing several client owners and deliver operational delight. Managing the client Relationship end to end. Team Handling, Training and Motivation Employee assessment and channelizing the workflow Escalation and resolution handling Monitor performance & drive internal reviews with team Delivery, quality and exception handling should be monitored. Potential risks identification and management Meet the operational, functional and business objectives required by the contract and provide a profitable interaction Drive Transformation projects Key Skills: a) Overall 8 Years of Contact Centre Experience b) Minimum of 2 years relevant experience in Contact Centre Quality monitoring operations and should have 6 months collections experience c) Any Graduate To Apply WhatsApp 'Hi' @ 9151555419 and Follow the Steps Below: a) For Position in Gurugram Search : Copy and Paste the link below https://outpace.in/job/quality-reviewer-manager/

Hi , We are hiring for The Leading ITES Company for HR Helpdesk Associate Role. Job Description: Minimum 1- 3 years of Previous experience in contact center (helpdesk1). Excellent Communication Skills. Excellent listener and empathetic communicator (oral & written) Experience in HR helpdesk would be an added advantage Overall Experience of HR Operations team of a client like responding to employee queries via phone, email and chat Experience in managing HR transactions with high accuracy, within timeliness & with confidentiality for at least 1-2 years Preferably have worked on Genesys and SuccessFactors Should have understanding of HR Employee data management & Payroll processes Skills: Excellent Communication Skills MS Office & Excel Skills Inbound and Outbound Call Handling skills Telephone and email etiquettes To Apply WhatsApp 'Hi' @ 9151555419 and Follow the Steps Below: a) For Position in Bangalore Search : Job Code # 240