214 Cx Jobs - Page 7

The Outbound Call Center Site Head for Partner Management will lead the call center operations, with a focus on managing and building relationships with external partners. This role requires strong leadership, strategic vision, and expertise in outbound sales and partner management. The candidate will oversee team performance, manage partner-related metrics, and ensure service excellence to drive revenue growth and customer satisfaction. Key Responsibilities: 1. Leadership & Strategy: Develop and implement outbound call strategies to enhance partner relationships and achieve sales targets. Establish clear KPIs for outbound call activities, including partner engagement, lead conversion, and customer satisfaction. Drive operational efficiency and productivity improvements within the call center. 2. Partner Management: Build and maintain strong relationships with partners, understanding their needs, and ensuring service alignment with their business goals. Serve as the primary contact point for partner issues, escalations, and performance reviews. Collaborate with the Sales and Account Management teams to strategize partner retention and growth opportunities. 3. Team Management: Hire, train, and mentor a team of call center agents, supervisors, and managers focused on outbound activities. Conduct performance reviews, offer feedback, and create development plans to support career growth. Foster a high-performance culture focused on customer-centric service delivery. 4. Performance Monitoring & Reporting: Track and analyze metrics for outbound calls, including lead quality, call volume, conversion rates, and partner satisfaction. Generate regular reports for senior management and provide insights on call center performance and partner outcomes. Utilize CRM and call center software for data management and performance tracking. 5. Process Improvement & Compliance: Identify and implement process improvements to streamline call center operations and enhance customer experience. Ensure compliance with company policies, industry regulations, and data privacy laws. Conduct quality audits to uphold high standards in customer interactions and partner communications. Qualifications: Education: Bachelors degree in Business, Marketing, or a related field; MBA preferred. Experience: 8+ years of experience in outbound call center management or similar roles. Proven experience in partner or client management with a track record of driving growth and customer satisfaction. Demonstrated success in achieving and exceeding sales targets through outbound call strategies.

10 to 15 Years with at least 8 to 9 years in managing contact centers, customer Life cycle journey; leading transformation solutions across Customer touch points Qualification Post-Graduate (Management preferred) Requirements Responsibilities Understand client digital transformation needs and consult / provide customized solutions. Create compelling transformation pitches to promote value based selling specific to verticals. Respond to RFP/RFIs/RFQs, build proactive proposals with customized transformation solutions. Develop and manage digital offerings across verticals including ENU, Retail, Telecom, Healthcare, etc. Work on the transformation solution commercials, create business for the opportunity and handle client presentations, solution defense and visits. Travel to client location (need basis)/TCS locations across India/globally to perform transformation assessment (consulting) Create crisp and appealing report outs (based on assessment), client presentations, solution defense deck, capabilities deck and marketing content. Create industry specific white papers, point of view and case studies. Perform analytics on operations data to build financially visible solutions. Skills Excellent written and oral communication skills (ability to articulate key messages) Experience with leading contact centre technologies i.e., have extensively worked on technology solutions which includes IVR, Chat/Chatbots, GenAI based solutions, CCaaS, Augmented Reality, CRMs, etc. Operations and customer experience data analytics (should be good with excel. Experience in any other analytical tool will be an added advantage). Excellent with MS Office (must have good PowerPoint skills) Key Asks Continuously upgrade in the customer experience transformation space (specific to technologies). Ability to learn fast and deliver against stringent timelines. Readiness to travel as and when required on short notice. Required to work long hours on need-basis (especially during large deals submission). Should be able to work independently with minimum inputs and in ambiguous scenarios

About the Role: We are seeking a dynamic and experienced Content Writer for the Customer Experience organization. The content writer plays a pivotal role in influencing/delivering exceptional customer experiences across various touchpoints. From Help Center articles to chatbot scripts, agent responses, error screens, video scripts, and IVR prompts, the scope of the writer spans all formats of support content. Key Responsibilities: Content Strategy and Execution: Be the POC for the business unit, align and deliver top quality content to fulfill the org goals Develop and implement a cohesive content strategy for support materials across formats (Help Center, chatbot, agent scripts, video, IVR, etc.). Ensure consistency with brand voice, tone, and guidelines while catering to diverse customer needs. Create content designed for customer education, helping users understand and maximize the value of products and services Stakeholder Management: Collaborate with cross-functional teams (e.g.Product, Design, Strategy) to understand business requirements and align content deliverables. Manage expectations and communicate effectively with leadership and stakeholders. Customer-Centric Approach: Leverage insights from the customer support journey to craft content that addresses pain points and enhances the user experience. Advocate for the customers perspective in all content decisions. Data-Driven Decision Making: Analyze content performance metrics to identify trends and areas for improvement. Use data insights to refine strategies and address problem statements effectively. Required Qualifications: Minimum 2 years of experience in a content writer role. Preferably in a customer support or CX environment. Strong understanding of content management systems (CMS) and tools. Analytical skills with the ability to interpret data and identify actionable insights. Exceptional communication and stakeholder management skills. Experience working in a horizontal or matrixed organizational structure. Familiarity with customer support tools and platforms. - 5 days working ( Onsite) - Location - Bangalore PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles) Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

LocationBangaluru TeamCustomer Experience (CX) Reporting ToSr. Manager CX Strategy About PhonePe PhonePe is India's leading digital payments platform, empowering over 400 million users and 32 million merchants with seamless and secure financial transactions. Since our inception in 2016, we have revolutionised digital payments, pioneering UPI-based transactions and expanding into financial services including digital gold, mutual funds, and insurance. Our mission is to deliver innovative and inclusive financial solutions that enhance the lives of our customers. Our Culture At PhonePe, we thrive on a culture of ownership, empowerment, and innovation. We believe in entrusting our people to take initiative, experiment > About the Customer Experience (CX) Team The CX team is at the forefront of creating delightful, friction-free customer journeys. We put customers first in every decision, relentlessly pursuing opportunities to simplify interactions, resolve pain points, and improve response times. Our goal is to design and deliver scalable experiences that exceed expectations and reinforce trust. Role Overview As an Associate Manager CX Process Design, you will take charge of defining and improving the end-to-end customer handling experience across touchpoints. This includes designing robust customer support flows, BOT workflows, and operational processes that directly influence business outcomes. In this role, you will own the process design charter for CX, working cross-functionally to drive automation, efficiency, and user satisfaction. Key Responsibilities Customer Journey Optimisation Analyse end-to-end customer journeys to identify friction points and improvement opportunities to Design intuitive, scalable workflows across app, chat, voice,self-serve channels & other channels. And Build SOPs and support playbooks to improve efficiency and performance. Automation Design (BOT / AI) : Design flows that address common customer queries with minimal human intervention.Define escalation protocols, fallback logic, and resolution paths to increase BOT efficiency.Continuously improve BOT performance through data analysis and user feedback. Continuous Improvement : Streamline existing processes to improve metrics like First Response Time (FRT), Average Handling Time (AHT), and resolution accuracy.Apply design thinking and first principles to challenge legacy workflows and develop innovative solutions.Drive continuous process improvement initiatives that scale with business growth. Data-Driven Execution : Conduct Voice of Customer (VOC) analysis, RCA, and feedback loop implementation.Track and influence L1 metrics, including NPS, customer satisfaction, and order completion rates.Leverage dashboards and data insights to validate hypotheses and measure success. Cross-Functional Stakeholder Collaboration : Partner with Product, Operations, Category, Sales, and internal CX teams to align process changes with broader business goals.Communicate clearly and persuasively with stakeholders across levels, including leadership. Ideal Candidate Profile BTech or MBA from a Tier 1/2 institution. 3+ years of experience in CX/operations/process design; experience in product-based startups, FinTechs or quick commerce Proven ability to understand customer journeys with hands-on experience in designing & implementing processes or automated workflows using process modeling, simulation, and optimization techniques. Strong analytical and problem-solving skills with a data-first mindset. Expertise in tools like Lucidchart, Miro, or similar for flow mapping; familiarity with BOT platforms is a plus. Exceptional communication, collaboration, and stakeholder management abilities. Demonstrated ownership and ability to thrive in a fast-paced, dynamic environment. Why Join PhonePe Join one of Indias most trusted and innovative fintech brands. Be part of building the future of quick commerce with Pincode. Work with passionate and talented peers who are customer-obsessed. Opportunity to own impactful projects and grow in a high-performance culture. Enjoy competitive compensation, benefits, and an empowering work environment. PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles) Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

LocationBangaluru TeamCustomer Experience (CX) Reporting ToSr. Manager CX Strategy About PhonePe PhonePe is India's leading digital payments platform, empowering over 400 million users and 32 million merchants with seamless and secure financial transactions. Since our inception in 2016, we have revolutionised digital payments, pioneering UPI-based transactions and expanding into financial services including digital gold, mutual funds, and insurance. Our mission is to deliver innovative and inclusive financial solutions that enhance the lives of our customers. Our Culture At PhonePe, we thrive on a culture of ownership, empowerment, and innovation. We believe in entrusting our people to take initiative, experiment > About the Customer Experience (CX) Team The CX team is at the forefront of creating delightful, friction-free customer journeys. We put customers first in every decision, relentlessly pursuing opportunities to simplify interactions, resolve pain points, and improve response times. Our goal is to design and deliver scalable experiences that exceed expectations and reinforce trust. Role Overview As an Associate Manager CX Process Design, you will take charge of defining and improving the end-to-end customer handling experience across touchpoints. This includes designing robust customer support flows, BOT workflows, and operational processes that directly influence business outcomes. In this role, you will own the process design charter for CX, working cross-functionally to drive automation, efficiency, and user satisfaction. Key Responsibilities Customer Journey Optimisation Analyse end-to-end customer journeys to identify friction points and improvement opportunities to Design intuitive, scalable workflows across app, chat, voice,self-serve channels & other channels. And Build SOPs and support playbooks to improve efficiency and performance. Automation Design (BOT / AI) : Design flows that address common customer queries with minimal human intervention.Define escalation protocols, fallback logic, and resolution paths to increase BOT efficiency.Continuously improve BOT performance through data analysis and user feedback. Continuous Improvement : Streamline existing processes to improve metrics like First Response Time (FRT), Average Handling Time (AHT), and resolution accuracy.Apply design thinking and first principles to challenge legacy workflows and develop innovative solutions.Drive continuous process improvement initiatives that scale with business growth. Data-Driven Execution : Conduct Voice of Customer (VOC) analysis, RCA, and feedback loop implementation.Track and influence L1 metrics, including NPS, customer satisfaction, and order completion rates.Leverage dashboards and data insights to validate hypotheses and measure success. Cross-Functional Stakeholder Collaboration : Partner with Product, Operations, Category, Sales, and internal CX teams to align process changes with broader business goals.Communicate clearly and persuasively with stakeholders across levels, including leadership. Ideal Candidate Profile BTech or MBA from a Tier 1/2 institution. 3+ years of experience in CX/operations/process design; experience in product-based startups, FinTechs or quick commerce Proven ability to understand customer journeys with hands-on experience in designing & implementing processes or automated workflows using process modeling, simulation, and optimization techniques. Strong analytical and problem-solving skills with a data-first mindset. Expertise in tools like Lucidchart, Miro, or similar for flow mapping; familiarity with BOT platforms is a plus. Exceptional communication, collaboration, and stakeholder management abilities. Demonstrated ownership and ability to thrive in a fast-paced, dynamic environment. Why Join PhonePe Join one of Indias most trusted and innovative fintech brands. Be part of building the future of quick commerce with Pincode. Work with passionate and talented peers who are customer-obsessed. Opportunity to own impactful projects and grow in a high-performance culture. Enjoy competitive compensation, benefits, and an empowering work environment. PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles) Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy

* 3+ years of experience in Oracle applications * Experience in Oracle appln : Oracle CX sales cloud - Oracle CX Service Cloud - Oracle CX Commerce Cloud - Oracle CX Integration Cloud - Oracle PLSQL / SQL - Oracle E Business Suite

Role & responsibilities Exp :5-10yrs Location : Pan India Notice period : 60days max Job Summary: We are looking for a skilled and motivated CX Unity and Responsys professional to join our digital marketing or customer experience team. You will be responsible for managing, integrating, and optimizing the customer experience using Oracles CX Unity CDP (Customer Data Platform) and Responsys (B2C Marketing Automation) . Your focus will be on orchestrating personalized campaigns, managing customer data, and driving improved engagement through targeted and automated communications. Qualifications: Bachelors degree in Marketing, IT, Data Science, or related field. 3+ years of experience in marketing automation and customer data platforms. Hands-on experience with Oracle CX Unity and Responsys (mandatory). Strong understanding of customer segmentation, lifecycle marketing, and personalization. Knowledge of HTML, SQL, and JSON (for dynamic content and data integration). Experience with APIs and integrations is a plus. Please share me below details. Total exp: CTC: Exctc: N.p: Oracle response exp: CX Unity Exp: Thanks

Job Title: Developer Customer Data Cloud (CDC), Customer Data Platform (CDP), iFlows, Marketing Cloud to Emarsys – SAP CX We are looking for a highly skilled Developer with expertise in SAP Customer Data Cloud (CDC), Customer Data Platform (CDP), iFlows, and Marketing Cloud to Emarsys integration. The ideal candidate will play a crucial role in implementing, optimizing, and maintaining data-driven solutions that enhance customer engagement and marketing automation Key Responsibilities: Develop, configure, and optimize Customer Data Cloud (CDC) and Customer Data Platform (CDP) integrations. Design and implement iFlows for seamless data exchange between systems. Work on Marketing Cloud to Emarsys integrations, ensuring efficient data flow and automation. Implement real-time data synchronization between multiple platforms. Develop APIs and middleware solutions to connect various customer engagement platforms. Ensure data accuracy, security, and compliance with industry standards. Troubleshoot and resolve issues related to data ingestion, transformation, and delivery. Collaborate with cross-functional teams including marketing, IT, and business stakeholders to align technical solutions with business needs. Stay up to date with the latest trends and best practices in marketing automation and data integration Required Skills & Experience: Strong experience with SAP Customer Data Cloud (CDC) and Customer Data Platform (CDP) . Hands-on experience with SAP Integration Suite, SAP Cloud Platform Integration (CPI), and iFlows . Proven expertise in integrating Marketing Cloud with Emarsys . Proficiency in RESTful APIs, JSON, XML, and middleware technologies . Experience with OAuth, SAML, and other authentication mechanisms . Strong understanding of data transformation, mapping, and normalization . Knowledge of data privacy regulations (GDPR, CCPA, etc.) and security best practices. Excellent problem-solving skills and ability to work in an agile environment. Strong communication and collaboration skills Preferred Qualifications: Experience with other marketing automation tools . Familiarity with machine learning and AI-driven customer insights . Knowledge of cloud computing platforms (AWS, Azure, GCP) . Knowledge of DevOps practices and CI/CD pipelines is a plus.

Planning to replace onsite contractors with this skill. 1. Should have 6 to 10 years of experience in implementing below Fusion Cloud Applications a. Good Knowledge in PIM, OM, CX -Service, Groovy Scripting, and Apps Composer (Primary) b. Asset Maintenance (Install Base Assets) c. Fusion Service B2B Service and Maintenance Management (Service request, Maintenance Work orders, Service Work orders) d. Subscription Management (To track the Warranty and Service products etc.) e. Service Logistics (Manage Depot Repair UI, (Work orders, Estimate and Charges)) 2. Experience in leading at least 3-4 end-to-end implementations in Oracle Cloud is a must. 3. Analyze customer issues, diagnose problem areas, design innovative solutions, and Facilitate deployment resulting in client delight. 4. Plan the activities of configuration, configure the product as per the design, and conduct a conference Room pilots, and assist in resolving any queries related to requirements and solution design 5. Conduct solution/product demonstrations, and POC/Proof of Technology workshops. 6. Actively lead/contribute small projects and contribute to unit-level and organizational initiatives to provide high-quality value-adding solutions to customers. 7. Fluent in Application Navigation and Configuration in the modules that the candidate has experience. 8. Act as Oracle Cloud domain expert /SME providing best-practice guidance on supply chain Business processes and CX-service implementation approaches 9. Understand business requirements and be able to convert them into system configurations in Supply chain and CX-service modules and bring in diverse perspectives 10. Proven ability in business process areas exposure to any of SCM and CX-service cycles 11. Exposure to Redwood and VBS is a plus.

Job Title: Consumer Goods & Services Senior Manager + Strategy & Consulting Global Network Song Management Level: 06 - Senior Manager Location: Bengaluru, Gurgaon, Mumbai, Chennai, Hyderabad Must have skills: Consulting and advisory experience in Consumer Goods & Services industry, deep industry knowledge, understanding of key trends, experience in digital technologies like Adobe AEP, Salesforce, Data automation, and AI. Good to have skills: Knowledge of allied service transformation capabilities such as speech analytics, workforce management, CX, etc. Job Summary : As a Senior Manager in the Strategy & Consulting Global Network Song practice, you will be responsible for solving customer-facing challenges at clients spanning Sales, Service, and Marketing to accelerate business change. You will work with clients across their marketing, sales, and services functions, providing transformation services driven by key offerings like Service Transformation, Marketing Transformation, and Commerce and Sales. Roles & Responsibilities: Aid clients to design, deliver, and adopt digital solutions to increase their competitiveness and accelerate GTM. Assist clients in the Consumer Goods & Services industry with their most pressing service transformation problems by offering consulting and advisory services. Create a service transformational plan, close the gap between business and technology, perform value architecting using Analytics and GenAI tools, and help clients achieve long-term success by co-creating future-proof, agile, and resilient operating models. Build and maintain client relationships, both existing and new, by understanding client problems, bringing relevant solutions and offerings to the clients, and influencing improvement objectives. Provide solutions to complex business problems/opportunities requiring in-depth knowledge of Customer & Consumer dynamics, to optimize business processes and deliver on multi-channel customer service strategy. Data and Analytics driven approach for identification and realization of value for the clients and help in driving measurable outcomes through digital investments at the right pace and scale. Help clients become more customer-centric by redesigning their core operations through intelligent automation, AI, and machine learning-based tools. Sales & Business Development: Drive new business opportunities by identifying and pursuing new leads, defining GTM strategy, facilitating client discussions and presentations to drive new business and client relationships. Own and drive Service transformation RFP/RFI response coming in from Consumer Goods & Services customers for digital implementation/optimization. Practice Development: Support overall growth of practice area through a combination of business development, talent management, oversight of delivery work, and thought leadership. Collaborate with Salesforce, Adobe, Nice, MS Dynamics, etc. business groups, to enable business capabilities with agility, velocity, and quality while optimizing costs. Lead and motivate teams with diverse skills and backgrounds. Manage and mentor talented teams of consultants and technologists, providing input and guidance into the talent strategy and actively participating in engagement and capability development activities. Professional & Technical Skills: Strong consulting and advisory experience in Consumer Goods & Services industry with deep industry knowledge and understanding of key trends. Deep understanding of Consumer Goods & Services processes, performance drivers & industry-leading practices, regulatory and compliance requirements. Experience in working as an advisory lead in designing next-gen service transformation solutions on digital technologies like Adobe AEP, Salesforce, Data automation, and AI. Ability to develop long-standing relationships with senior client stakeholders. Experienced in managing large global teams, multi-stakeholder environments, and complex digital projects engagements in a global network. Additional Information: The ideal candidate will possess a strong educational background in computer science or a related field, along with a proven track record of delivering impactful solutions using digital technologies. This position is based at our Bengaluru, Gurgaon, Mumbai, Chennai, Hyderabad office. Qualifications Experience: Minimum 8+ years of relevant experience in Consumer Goods & Services industry and well-versed in Digital and AI tools with good analytical skills along with domain experience. Educational Qualification: B.Tech/BE (Accurate educational details should capture)

The SONG Practice | Google Specialist Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change. Practice: SONG I Areas of Work: Service Google CCAI, Solution and Platform Design | Level: Manager / Senior Manager | Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp:5 + years Explore an Exciting Career at Accenture Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting's Customer, Sales & Service practice. The SONG practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner. 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 knowledge/experience on Google Gen AI product suite like Vertex AI, Google Gemini, Decibel, Generators, Generative Fallback, Playbooks, LLM based topic modelling, LLM Agent Assist. Drive design thinking innovative workshops with the clients using design principles and help shape their Gen AI implementation strategy thinking about the business value proposition and customer experience. 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 Accenture and client team on CCaaS (Contact Center as a Service) migration Deliver using agile delivery process, continuous improvement and continuous development Work with other Accenture 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 understanding of CCAI Framework and integration with internal and external components. Read about us. Blogs Qualifications Your experience counts! 5+ years of experience in working with Google CCAI solutions – creating virtual agents using Dialogflow, generating meaningful analytics using Insights, designing and implementing customer experience solutions projects (any industry). Passion for building leading class Google contact center solutions for clients Having thorough understanding of end to end Google contact center transformation Thorough understanding of CX & contact center architecture and project experience with Google CCAI solution is a must Experience on working with other Conversational AI (like Amazon Lex, IBM Watson, Microsoft PVA, Nuance, Khoros, etc.) and CCaaS platforms (Genesys, Amazon Connect, Avaya, Cisco, Sprinklr, etc.) is good to have Experience of building Gen AI based use-cases and solutions that work across industries and markets Story boarding, creating differentiated solution as per client needs and compelling story telling is a must Ability to work with ambiguity and exploratory mindset is a must Strong Analytical skills, excellent written and oral communication skills Experience working in a large, complex global team environment Excellent verbal and written communication skills, with the ability to present at the Board and C-level Ability to work effectively in a remote, inclusive, virtual, global environment What’s in it for you? An opportunity to work on transformative projects with key G2000 clients Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization. About Accenture: Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com About Accenture Strategy & Consulting: Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world.For more information visit https://www.accenture.com/us-en/Careers/capability-network Accenture Capability Network | Accenture in One Word At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.

The SONG Practice | Google Specialist Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change. Practice: SONG I Areas of Work: Service Google CCAI, Solution and Platform Design | Level: Manager / Senior Manager | Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp:5 + years Explore an Exciting Career at Accenture Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting's Customer, Sales & Service practice. The SONG practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner. 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 knowledge/experience on Google Gen AI product suite like Vertex AI, Google Gemini, Decibel, Generators, Generative Fallback, Playbooks, LLM based topic modelling, LLM Agent Assist. Drive design thinking innovative workshops with the clients using design principles and help shape their Gen AI implementation strategy thinking about the business value proposition and customer experience. 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 Accenture and client team on CCaaS (Contact Center as a Service) migration Deliver using agile delivery process, continuous improvement and continuous development Work with other Accenture 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 understanding of CCAI Framework and integration with internal and external components. Read about us. Blogs Qualifications Your experience counts! 5+ years of experience in working with Google CCAI solutions – creating virtual agents using Dialogflow, generating meaningful analytics using Insights, designing and implementing customer experience solutions projects (any industry). Passion for building leading class Google contact center solutions for clients Having thorough understanding of end to end Google contact center transformation Thorough understanding of CX & contact center architecture and project experience with Google CCAI solution is a must Experience on working with other Conversational AI (like Amazon Lex, IBM Watson, Microsoft PVA, Nuance, Khoros, etc.) and CCaaS platforms (Genesys, Amazon Connect, Avaya, Cisco, Sprinklr, etc.) is good to have Experience of building Gen AI based use-cases and solutions that work across industries and markets Story boarding, creating differentiated solution as per client needs and compelling story telling is a must Ability to work with ambiguity and exploratory mindset is a must Strong Analytical skills, excellent written and oral communication skills Experience working in a large, complex global team environment Excellent verbal and written communication skills, with the ability to present at the Board and C-level Ability to work effectively in a remote, inclusive, virtual, global environment What’s in it for you? An opportunity to work on transformative projects with key G2000 clients Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization. About Accenture: Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com About Accenture Strategy & Consulting: Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world.For more information visit https://www.accenture.com/us-en/Careers/capability-network Accenture Capability Network | Accenture in One Word At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.

About the Job The Director of Special Projects is a strategic leadership role responsible for delivering insights and analytics to the C-Suite and management teams. This role is pivotal in shaping and enhancing customer experience (CX) outcomes for our clients and internal business units. It focuses on synthesizing data from various sources to deliver actionable insights, strategies, and recommendations that drive improved CX performance and operational efficiency. The successful candidate will be adept at translating complex data into clear narratives that inform both external client partnerships and internal leadership objectives. As Director of Special Projects, You Will Curate insights by analyzing diverse data sets, including disposition data, operational metrics, workforce metrics, analyst reports, internet research, and AI-generated intelligence. Identify trends, opportunities, and improvement areas to help clients strengthen customer relationships and elevate their brand reputation. Support client CX leaders in defining and implementing strategies to enhance customer satisfaction, loyalty, and advocacy. Present focused, data-driven recommendations during regular client engagements, offering candid and objective insights with professionalism and impact. Provide senior business unit leaders and CX teams with clear, concise performance analysis across key CX metrics, such as CSAT, NPS, FCR, VOC, as well as operational efficiency metrics like AHT, CPC, and utilization rates. Identify underperforming areas and recommend evidence-based strategies to improve both customer experience and operational KPIs. Collaborate with internal stakeholders, including QA, reporting analysts, and real-time analysts, to ensure insights and recommendations align with broader program goals. Serve as the driving force behind superior performance analytics, moving beyond traditional reporting to offer predictive and diagnostic insights that anticipate challenges and opportunities. Leverage existing resources and toolssuch as QA frameworks, real-time insights, and performance dashboards—to build holistic strategies that optimize service delivery and customer outcomes. Collaborate with AI and analytics platforms to unlock deeper intelligence and provide innovative solutions. As Director of Special Projects, You Have Bachelor’s degree in Business, Data Analytics, Customer Experience, or a related field. Advanced degrees or certifications in CX, Analytics, or Process Optimization are an asset. 10+ years of experience in data analysis, customer experience strategy, or consulting roles focused on performance improvement. Proficiency in data tools (e.g., Excel, BI platforms, or AI analytics tools) and experience with customer experience reporting and dashboards. An ability to interpret large and diverse data sets, identifying key trends and translating them into actionable strategies. An exceptional ability to present insights in a structured, impactful manner to both client stakeholders and senior internal leaders. A strong understanding of CX performance metrics (CSAT, NPS, FCR, VOC) and efficiency metrics (AHT, CPC), as well as their impact on client success. Experience working within cross-functional teams, with the ability to partner effectively with QA, workforce analysts, and business leaders. Familiarity with AI and data visualization tools to enhance insights and reporting. Please share updated CV at abdulmohammed.kaleem@intouchcx.com

Project Role : Technology Architect Project Role Description : Design and deliver technology architecture for a platform, product, or engagement. Define solutions to meet performance, capability, and scalability needs. Must have skills : Google Cloud Platform Architecture Good to have skills : Google Cloud Machine Learning Services Minimum 5 year(s) of experience is required Educational Qualification : 15 years full time education As an AI/ML technical lead, you will be responsible for developing applications and systems that utilize AI tools and Cloud AI services. Your typical day will involve applying CCAI and GenAI models as part of the solution, utilizing deep learning, neural networks and chatbots. Roles & Responsibilities: Design and develop CCAI applications and systems utilizing Google Cloud Machine Learning Services, dialogue flow CX, agent assist. Develop and implement chatbot solutions that integrate seamlessly with CCAI and other Cloud services Integrate Dialogflow agents with various platforms, such as Google Assistant, Facebook Messenger, Slack, and websites. Hands-on experience with IVR integration and telephony systems such as Twilio, Genesys, Avaya Integrate with IVR systems and Proficiency in webhook setup and API integration. Develop Dialogflow CX - flows, pages, webhook as well as playbook and integration of tool into playbooks. Creation of agents in Agent builder and integrating them into end end to pipeline using python. Apply GenAI-Vertex AI models as part of the solution, utilizing deep learning, neural networks, chatbots, and image processing. Work with Google Vertex AI for building, training and deploying custom AI models to enhance chatbot capabilities Implement and integrate backend services (using Google Cloud Functions or other APIs) to fulfill user queries and actions. Document technical designs, processes, and setup for various integrations. Experience with programming languages such as Python/Node.js Professional & Technical Skills: Must To Have Skills: CCAI/Dialogflow CX hands on experience and generative AI understanding. Good To Have Skills: Cloud Data Architecture, Cloud ML/PCA/PDE Certification, Strong understanding of AI/ML algorithms and techniques. Experience with chatbot , generative AI models, prompt Engineering Experience with cloud or on-prem application pipeline with production-ready quality. Additional Information: The candidate should have a minimum of 7 years of experience in Google Cloud Machine Learning Services/Gen AI/Vertex AI/CCAI. The ideal candidate will possess a strong educational background in computer science, mathematics, or a related field, along with a proven track record of delivering impactful data-driven solutions. A 15 years full time education is required Qualification 15 years full time education

Project Role : AI / ML Engineer Project Role Description : Develops applications and systems that utilize AI tools, Cloud AI services, with proper cloud or on-prem application pipeline with production ready quality. Be able to apply GenAI models as part of the solution. Could also include but not limited to deep learning, neural networks, chatbots, image processing. Must have skills : Google Cloud Platform Architecture Good to have skills : Google Cloud Machine Learning Services Minimum 5 year(s) of experience is required Educational Qualification : 15 years full time education As an AI/ML technical lead, you will be responsible for developing applications and systems that utilize AI tools and Cloud AI services. Your typical day will involve applying CCAI and GenAI models as part of the solution, utilizing deep learning, neural networks and chatbots. Roles & Responsibilities: Design and develop CCAI applications and systems utilizing Google Cloud Machine Learning Services, dialogue flow CX, agent assist. Develop and implement chatbot solutions that integrate seamlessly with CCAI and other Cloud services Integrate Dialogflow agents with various platforms, such as Google Assistant, Facebook Messenger, Slack, and websites. Hands-on experience with IVR integration and telephony systems such as Twilio, Genesys, Avaya Integrate with IVR systems and Proficiency in webhook setup and API integration. Develop Dialogflow CX - flows, pages, webhook as well as playbook and integration of tool into playbooks. Creation of agents in Agent builder and integrating them into end end to pipeline using python. Apply GenAI-Vertex AI models as part of the solution, utilizing deep learning, neural networks, chatbots, and image processing. Work with Google Vertex AI for building, training and deploying custom AI models to enhance chatbot capabilities Implement and integrate backend services (using Google Cloud Functions or other APIs) to fulfill user queries and actions. Document technical designs, processes, and setup for various integrations. Experience with programming languages such as Python/Node.js Professional & Technical Skills: Must Have Skills: CCAI/Dialogflow CX hands on experience and generative AI understanding. Good To Have Skills: Cloud Data Architecture, Cloud ML/PCA/PDE Certification, Strong understanding of AI/ML algorithms and techniques. Experience with chatbot, generative AI models, prompt Engineering Experience with cloud or on-prem application pipeline with production-ready quality. Additional Information: The candidate should have a minimum of 7 years of experience in Google Cloud Machine Learning Services/Gen AI/Vertex AI/CCAI. The ideal candidate will possess a strong educational background in computer science, mathematics, or a related field, along with a proven track record of delivering impactful data-driven solutions. A 15-year full time education is required Qualification 15 years full time education

Project Role : Data Architect Project Role Description : Define the data requirements and structure for the application. Model and design the application data structure, storage and integration. Must have skills : Google Cloud Platform Architecture Good to have skills : Google Cloud Machine Learning Services Minimum 12 year(s) of experience is required Educational Qualification : 15 years full time education Summary :We are seeking a highly skilled and visionary AI/ML Manager to lead the development of advanced AI-driven applications and solutions using Google Cloud's Conversational AI (CCAI) platform and Gen AI models. In this role, you will architect, design, and deploy scalable AI solutions that leverage deep learning, neural networks, and advanced chatbot/voice bot technologies. You should have strong hands-on experience in building and optimizing conversational experiences using Google Dialogflow CX, Agent Assist, and other Google Cloud AI services. Roles & Responsibilities: Lead end-to-end solutioning, design, and implementation of AI/ML-powered applications using Google CCAI tools and GCP services. Architect scalable conversational AI solutions including chatbots and voice bots using Dialogflow CX, Agent Assist, and Gen AI APIs. Collaborate with cross-functional teams including UX, data science, and engineering to deliver impactful AI products. Drive innovation by integrating advanced models such as LLMs, NLP, and neural networks to elevate conversational capabilities. Oversee performance tuning, testing, and optimization of AI solutions in real-world production environments. Stay current with Google AI/ML advancements and incorporate best practices into the solution lifecycle. Proven experience in designing and deploying AI/ML and conversational AI systems on Google Cloud Platform. Expertise in Dialogflow CX, Agent Assist, and other CCAI tools. Solid understanding of Gen AI technologies, NLP techniques, and machine learning frameworks. Strong architecture and solution design experience within GCP ecosystem. Hands-on experience in building and optimizing production-ready chatbots and voice applications. Excellent problem-solving, communication, and leadership skills. Experience with programming languages such as Python/Node.js Professional & Technical Skills: Must To Have Skills: CCAI/Dialogflow CX hands on experience and generative AI understanding.Good To Have Skills: Cloud Data Architecture, Cloud ML/PCA/PDE Certification, Strong understanding of AI/ML algorithms, NLP and techniques. Experience with chatbot, generative AI models, prompt Engineering.Experience with cloud or on-prem application pipeline with production-ready quality. Additional Information: The candidate should have a minimum of 15+ years of experience in Google Cloud Machine Learning Services/Gen AI/Vertex AI/CCAI. The ideal candidate will possess a strong educational background in computer science, mathematics, or a related field, along with a proven track record of delivering impactful data-driven solutions. A 15 year full time education is required Qualification 15 years full time education

Project Role : Data Architect Project Role Description : Define the data requirements and structure for the application. Model and design the application data structure, storage and integration. Must have skills : Google Cloud Platform Architecture Good to have skills : Google Cloud Machine Learning Services Minimum 15 year(s) of experience is required Educational Qualification : 15 years full time education Summary :We are looking for a seasoned Senior Manager – CCAI Architect with deep expertise in designing and delivering enterprise-grade Conversational AI solutions using Google Cloud's Contact Center AI (CCAI) suite. This role demands a visionary leader who can bridge the gap between business objectives and AI-driven customer experience innovations. As a senior leader, you will drive architectural decisions, guide cross-functional teams, and define the roadmap for scalable and intelligent virtual agent platforms. Roles & Responsibilities: Own the end-to-end architecture and solution design for large-scale CCAI implementations across industries. Define best practices, reusable frameworks, and architectural patterns using Google Dialogflow CX, Agent Assist, Knowledge Bases, and Gen AI capabilities. Act as a strategic advisor to stakeholders on how to modernize and transform customer experience through Conversational AI. Lead technical teams and partner with product, operations, and engineering leaders to deliver high-impact AI-first customer service platforms. Oversee delivery governance, performance optimization, and scalability of deployed CCAI solutions. Evaluate and integrate cutting-edge Gen AI models (LLMs, PaLM, Gemini) to enhance virtual agent performance and personalization. Enable and mentor architects, developers, and consultants on Google Cloud AI/ML tools and CCAI strategies. 10+ years of experience in enterprise solution architecture, with 4+ years in Google Cloud AI/ML and Conversational AI platforms. Deep expertise in Dialogflow CX, CCAI Insights, Agent Assist, Gen AI APIs, and GCP architecture.Strong leadership in managing large transformation programs involving AI chatbots, voice bots, and omnichannel virtual agents. Proven ability to engage with senior stakeholders, define AI strategies, and align technical delivery with business goals. Experience integrating AI solutions with CRMs, contact center platforms (e.g., Genesys, Five9), and backend systems. Certifications in Google Cloud (e.g., Professional Cloud Architect, Cloud AI Engineer) are a strong plus. Exceptional communication, thought leadership, and stakeholder management skills. Professional & Technical Skills: Must Have Skills: CCAI/Dialogflow CX hands on experience and generative AI understanding. Good To Have Skills: Cloud Data Architecture, Cloud ML/PCA/PDE Certification, Strong understanding of AI/ML algorithms, NLP and techniques. Experience with chatbot, generative AI models, prompt Engineering.V- Experience with cloud or on-prem application pipeline with production-ready quality. Additional Information: The candidate should have a minimum of 18+ years of experience in Google Cloud Machine Learning Services/Gen AI/Vertex AI/CCAI. The ideal candidate will possess a strong educational background in computer science, mathematics, or a related field, along with a proven track record of delivering impactful data-driven solutions. A 15-year full time education is required Qualification 15 years full time education

Project Role : Data Engineer Project Role Description : Design, develop and maintain data solutions for data generation, collection, and processing. Create data pipelines, ensure data quality, and implement ETL (extract, transform and load) processes to migrate and deploy data across systems. Must have skills : Google Cloud Platform Architecture Good to have skills : Google Cloud Machine Learning Services Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an AI/ML technical lead, you will be responsible for developing applications and systems that utilize AI tools and Cloud AI services. Your typical day will involve applying CCAI and GenAI models as part of the solution, utilizing deep learning, neural networks and chatbots. Roles & Responsibilities: Design and develop CCAI applications and systems utilizing Google Cloud Machine Learning Services, dialogue flow CX, agent assist. Develop and implement chatbot solutions that integrate seamlessly with CCAI and other Cloud services Integrate Dialogflow agents with various platforms, such as Google Assistant, Facebook Messenger, Slack, and websites. Hands-on experience with IVR integration and telephony systems such as Twilio, Genesys, Avaya Integrate with IVR systems and Proficiency in webhook setup and API integration. Develop Dialogflow CX - flows, pages, webhook as well as playbook and integration of tool into playbooks. Creation of agents in Agent builder and integrating them into end end to pipeline using python. Apply GenAI-Vertex AI models as part of the solution, utilizing deep learning, neural networks, chatbots, and image processing. Work with Google Vertex AI for building, training and deploying custom AI models to enhance chatbot capabilities Implement and integrate backend services (using Google Cloud Functions or other APIs) to fulfill user queries and actions. Document technical designs, processes, and setup for various integrations. Experience with programming languages such as Python/Node.js Professional & Technical Skills: Must To Have Skills: CCAI/Dialogflow CX hands on experience and generative AI understanding. Good To Have Skills: Cloud Data Architecture, Cloud ML/PCA/PDE Certification, Strong understanding of AI/ML algorithms and techniques. Experience with chatbot , generative AI models, prompt Engineering Experience with cloud or on-prem application pipeline with production-ready quality. Additional Information: The candidate should have a minimum of 5 years of experience in Google Cloud Machine Learning Services/Gen AI/Vertex AI/CCAI. The ideal candidate will possess a strong educational background in computer science, mathematics, or a related field, along with a proven track record of delivering impactful data-driven solutions. A 15-year full time education is required Qualification 15 years full time education

Seeking experienced Transformation Consultants to lead digital transformation projects aimed at enhancing contact center operations and customer experience. This role focuses on process improvement using structured methodologies and modern technologies like GenAI, Agentic AI, and Conversational AI Bots. Key Responsibilities: Lead and execute transformation initiatives in contact center and customer experience domains Conduct Process Discoveries, Customer Journey Mapping, and gap analyses Drive improvements using DMAIC methodology and Lean Six Sigma tools Implement solutions involving RPA, AI-enabled bots, and other emerging technologies Collaborate across delivery, sales, and technology teams Facilitate client interactions and support pre-sales, orals, and due diligence Foster a problem-solving culture through training and mentoring Mandatory Qualifications: Green Belt certified (mandatory), Black Belt preferred 5+ years of total experience, with 3+ years specifically in digital transformation Hands-on with Visio, knowledge of GenAI, Agentic AI, Conversational Bots Strong exposure to contact center / CX transformation

Bachelors degree in computer science, engineering or relevant field and 10+ years of change management or transformation 5+ years of Program Management experience in a matrix environment Exposure to drive complex improvement / transformation projects across multiple accounts/domains. Transformation / Process Re-engineering (RPA, IVR, Cognitive, Bots, Messaging, Analytics, Lean / Six Sigma) Strong understanding of AI enabled Conversation Bots (Chat Bots, Email Bots, Social Bots, Knowledge Bots, etc) Experience collaborating cross functionally within all organizational levels to build collaborative relationships. Strong internal client-facing skills with excellent communication, negotiation and conflict management skills Analytical acumen and the ability to streamline complex processes. Flexibility to work in shifts. Preferred Qualifications: Working knowledge of the Scaled Agile Framework Experience in the contact center or BPO industry Six Sigma Greenbelt or Blackbelt PMP certification preferred OCM (Organizational Change Management) certification preferred.

Looking for a DevOps Senior Engineer in the Data Engineering team who can help us support next-generation Analytics applications over Oracle cloud. This posting is for DevOps Senior Engineer in the Oracle Analytics Warehouse product development organization. Fully handled Cloud service that provides customers a turn-key enterprise warehouse on the cloud for Fusion Applications. The service is being built on a sophisticated technology stack demonstrating a brand-new data integration platform and the industry's most sophisticated analytical business analytics platform. https://www.oracle.com/solutions/business-analytics/analytics-for-applications.html We are looking for senior engineer with experience in supporting data warehousing products. As a member of the Product development organization, focus will be on working with development teams, providing timely support to customers and identify/implementing process automation, for cloud BI product. BE or equivalent experience or higher degree in Computer Science / Engineering or equivalent from top university validated experience, supporting business customers on any Cloud/On-premise BI Application Proficiency in using Python to interact with the Apache Spark framework for big data processing Experience in SQL/PL-SQL and excellent de-bugging skills Experience in Diagnosing network latency and intermittent issues, Reading and analyzing log files Good Functional Knowledge in domains like ERP, HCM, SCP and CX Working experience with any ERP/in-demand application such as Oracle EBS, Fusion is helpful Good programming skills in Python/Java Exposure to cloud infrastructure, Oracle Cloud Infrastructure (OCI) is helpful Experience in performance tuning SQL and understanding ETL pipelines Build, Configure, Manage and Coordinate all Build and Release engineering activities Strong logical/critical thinking and problem resolution skill Excellent interpersonal skills Responsibilities Roles and Responsibilities: As member of Pipeline Production Operations, you will address customer issues and tickets within defined SLAs Proactively identify and resolve potential problems in an effort to prevent them from occurring and improve the overall customer experiences You will approach each case with a goal of ensuring Oracle Analytics products are performing at an efficient level by addressing any underlying or additional problems uncovered during each Customer engagement. Co-ordinate and connect with different team members to formulate the solutions to customer issues You will ensure full understanding of the issue, including impact to customer. You will recommend solutions to customers and follow through to resolution or escalate the case in a timely manner if no resolution can be found. Bring together logs, configuration details and attempt to reproduce the reported issues. Develop and improve Knowledge base for the issues and their solutions. Participate in knowledge sharing via involvement in technical discussions and Knowledge Base documentation. Prioritize workload based on severity and demonstrate a sense of urgency when handling cases. Find opportunities for process improvements and automation through building right utilities/tools Willing to be working in Shifts and weekends based on support rota. Qualifications Career Level - IC3

We are looking for a Principal Fusion SCM Functional Consultant who will be responsible for providing consultancy, working with customers, translating ideas and concepts into implementable, supportable designs, also have experience in providing technical solutions aligned with Oracle standards. Plays a direct role in the analysis, solution design, build, maintenance, technical support, documentation and administration of Oracle Cloud applications What you will do Ability to be a technical team leader and coach team members in relevant skills. Finding ways to recognize the contributions of others in the team. Assess and analyze customers business needs to make sure that Oracle solutions meets the customers objectives. Assist customers in their overall Journey to Cloud. Ensure Oracle cloud technologies are leveraged appropriately using best practices. Be the Oracle Solution Delivery authority to ensure that customers make informed decisions regarding scope to achieve beneficial solutions cost effectiveness, quality and reusability. Providing technical guidance on Oracle cloud and/or on-premise solutions to customer and other Oracle team members to underpin successful delivery. Support solutions around multi-cloud and hybrid cloud setups. Ensure successful handover from Implementation toward operations making sure the implemented solution will fit the customer requirements. Maintain the Oracle Solution to make sure the customer demands needs will be met. Platforms for Oracle solutions are on premise, cloud or hybrid running various workloads (application, middleware, database and infrastructure). Working closely with the Technical Account Manager to ensure that the individual work streams are technically well managed. Be the main contact for new business opportunities by supporting our presales team. Identifies and promotes opportunities for sales of Oracle products and services to support business growth. Actively lead and contribute to strategic programs and initiatives. To summary - helping to use and take the best advantage of all the value our company offers to our customers. Job Requirements, Skills and Qualifications For a Professional of relevant work experience with expertise in EBS and Fusion SAAS application specially the SCM track who can work on a range of projects including Oracle SCM Cloud, Payroll and Cloud ERP handling tasks ranging from offering advisory and pre-sales expertise to requirements gathering, CRP workshops, design, configuration, fast formula, testing and deployment 10+ Years in delivering Oracle solutions and/or transformation programs ideally using cloud technologies. 10+ years implementation experience of Supply Chain Management solutions At least 6 years in implementing SCM SaaS applications Strong functional knowledge of Order to Cash and Procure to Pay business processes Experience in Procurement modules : Self service procurement , Supplier Qualification management , Purchasing , Sourcing , Supplier Portal Experience in Logistics modules : Inventory , Costing , Order Management , Advanced Pricing ,Manufacturing , Maintenance Experience in Oracle cloud Supply Chain products - Order Management, Planning and Manufacturing, SLA, Costing, Procurement and Fulfillment Design and develop OTBI reports and write basic data exactions queries using SQL Experience with CX is advantage Review Oracle fusion quarterly functional updates, understand, map to the business needs, test/validate cross functional and deployment them upon business confirmation Able to be engaged in Pre-Sales activities and writing of technical proposal You may be required to deliver services both remotely or onsite depending on business requirements. You are proficient in designing and developing Oracle cloud solutions. You haveexcellent analytical, problem solving, strong written and verbal communication skills, including the ability to communicate with technical and non-technical staff at all levels of the customer organization. You are an undergraduate or higher level degree(s) holder or having an equivalent work experience will be considered too. You have a positive, resilient and creative attitude with an open and agile mind set in front of challenging situations. Driven to take Innovative proposals and make them mature solutions. You have the ability to break down complex problems/issues to determine suitability and make appropriate assessments and recommendations. You think out of the box and you are creative with solutions. You are keen to learn new cloud technologies using the training opportunities and lab resources in Oracle. You act as a positive influencer on those around you and motivate others toward success. You embody our Values: Customer First, Collaboration, Innovation, Inspirational Leadership and Integrity. For this position,we are looking for a creative, innovative and motivated professional with an open and flexible mindset who will workclosely with the Customer to ensure alignment between business change, IT architecture, technical solutions, business resources and processes. As integral part of a global Organization, thePrincipal SCM Engineerwill beworking withinan international environment with colleagues around the globe and contribute to global technology driveninitiatives or innovation programsfor continuous service improvements. What we will offer you A competitive salary with exciting benefits Flexible and remote working so you can do your best work Learning and development opportunities to advance your career An Employee Assistance Program to support your mental health Employee resource groups that champion our diverse communities Core benefits such as medical, life insurance, and access to retirement planning An inclusive culture that celebrates what makes you unique

Oracle University's SaaS Product Management team is responsible for the successful design, development, testing and rollout of all education Oracle Customer Experience (CX) Products for SaaS technologies. The team is also responsible for creating Digital content and Subscription based offerings for customers. We are seeking a passionate and experienced Curriculum Product Manager to lead the development, management, and delivery of learning content for Oracle Customer Experience (CX) Products. As a SaaS Curriculum Product Manager, you will be responsible for shaping the curriculum strategy, collaborating with cross-functional teams, and ensuring content aligns with product roadmap, customer needs, and learning best practices. You will be engaged in partnering with cross functional subject matter experts to enhance content experience for our customers. This is a global role and will involve managing relationships with the Curriculum Development, IT Services, Product Development, Sales, Marketing and the Global Delivery organizations. Responsibilities Key Responsibilities Define and manage the end-to-end learning content strategy for Oracle Customer Experience (CX) Products. Collaborate with product managers, consultants, and subject matter experts to identify training needs based on product features and customer adoption trends. Design structured learning journeys and certification paths for various user personas (end users, implementers, administrators). Oversee the creation of high-quality digital learning assets including videos, tutorials, hands-on labs, guides, and assessments. Align curriculum with Oracle Modern Best Practices and ensure integration with Oracle Adoption and Success tools. Monitor learner engagement, feedback, and outcomes to refine content and improve effectiveness. Stay current with Oracle CX product updates (quarterly releases) and ensure timely updates to associated training materials. Manage vendor or in-house content development projects, ensuring timely delivery and quality standards. Support go-to-market teams with enablement content for new feature rollouts. Champion learner-centric design using data and feedback to evolve the curriculum. Qualifications 3 - 5 years of experience in Customer Experience (CX) Products systems (Sales, Service, Marketing) , preferably . Proven experience in curriculum development, instructional design, or product training. Strong understanding of enterprise business processes and Customer Experience Products implementation lifecycles. Excellent project management and stakeholder engagement skills. Ability to envision how to translate complex Customer Experience (CX) features into intuitive and effective learning materials. Experience with learning tools such as content authoring tools, LMS platforms, video editing, SCORM, etc. Strong communication skills and ability to present ideas clearly. Preferred Skills Knowledge of Oracle Customer Experience (CX) products Experience with agile development methodologies. Analytical mindset with ability to interpret data and make informed decisions. Strong communication skills and ability to present ideas clearly. Familiarity with Oracle University, Cloud Readiness content, or Oracle Guided Learning is a plus. Qualifications Career Level - IC2

We are looking for a Principal Fusion SCM Techno-Functional Consultant who will be responsible for providing consultancy, working with customers, translating ideas and concepts into implementable, supportable designs, also have experience in providing technical solutions aligned with Oracle standards. You will also have experience in maintaining and supporting customers' eBusiness Suite applications and Fusion SAAS, either on-site or remotely, implementing and running PaaS solutions such as Oracle Integration Cloud/SOA and integration to Oracle SaaS products, Develops, integrates and implements applications components including front-end development, internal database integration and OTBI Reports. Plays a direct role in programming, maintenance, technical support, documentation and administration of Oracle Cloud applications What you will do Ability to be a technical team leader and coach team members in relevant skills. Finding ways to recognize the contributions of others in the team. Assess and analyze customers business needs to make sure that Oracle solutions meets the customers objectives. Assist customers in their overall Journey to Cloud. Ensure Oracle cloud technologies are leveraged appropriately using best practices. Be the Oracle Solution Delivery authority to ensure that customers make informed decisions regarding scope to achieve beneficial solutions cost effectiveness, quality and reusability. Providing technical guidance on Oracle cloud and/or on-premise solutions to customer and other Oracle team members to underpin successful delivery. Support solutions around multi-cloud and hybrid cloud setups. Ensure successful handover from Implementation toward operations making sure the implemented solution will fit the customer requirements. Maintain the Oracle Solution to make sure the customer demands needs will be met. Platforms for Oracle solutions are on premise, cloud or hybrid running various workloads (application, middleware, database and infrastructure). Working closely with the Technical Account Manager to ensure that the individual work streams are technically well managed. Be the main contact for new business opportunities by supporting our presales team. Identifies and promotes opportunities for sales of Oracle products and services to support business growth. Actively lead and contribute to strategic programs and initiatives. To summary - helping to use and take the best advantage of all the value our company offers to our customers. What we are looking for For a Professional of relevant work experience with expertise in EBS and Fusion SAAS application specially the SCM track who can work on a range of projects including Oracle SCM Cloud, Payroll and Cloud ERP as a Technical specialist handling tasks ranging from building integrations from the ground up, troubleshooting on existing technical solutions and offering advisory and pre-sales expertise,responsible for requirement gathering, CRP workshops, design, configuration, fast formula writing, testing, parallel payroll run strategy and execution 10+ Years in delivering Oracle solutions and/or transformation programs ideally using cloud technologies. Applicants are required to read, write, and speak English You may be required to deliver services both remotely or onsite depending on business requirements. You have experience acting as a specialist, developer or similar with cloud solution design, development and delivery. You are proficient in designing and developing Oracle cloud solutions. You haveexcellent analytical, problem solving, strong written and verbal communication skills, including the ability to communicate with technical and non-technical staff at all levels of the customer organization. You are an undergraduate or higher level degree(s) holder or having an equivalent work experience will be considered too. You have a positive, resilient and creative attitude with an open and agile mind set in front of challenging situations. Driven to take Innovative proposals and make them mature solutions. You have the ability to break down complex problems/issues to determine suitability and make appropriate assessments and recommendations. You think out of the box and you are creative with solutions. You are keen to learn new cloud technologies using the training opportunities and lab resources in Oracle. You act as a positive influencer on those around you and motivate others toward success. You embody our Values: Customer First, Collaboration, Innovation, Inspirational Leadership and Integrity. Career Level - IC4

Customer Excellence Advisory Lead (CEAL) aims to enable customers to fully leverage their data by offering top-tier architectural guidance and design. As part of the Oracle Analytics Service Excellence organization, our team includes Solution Architects who specialize in Oracle Analytics Cloud, Oracle Analytics Server, and Fusion Data Intelligence. Our main goal is to ensure the successful adoption of Oracle Analytics. We engage with customers and partners globally, building trust in Oracle Analytics. We also collaborate with Product Management to enhance product offerings and share our insights through blogs, webinars, and demonstrations. The candidate will collaborate with strategic FDI customers and partners, guiding them towards an optimized implementation and crafting a Go-live plan focused on achieving high usage. Career Level - IC4 Responsibilities Proactively recognize customer requirements, uncover unaddressed needs, and develop potential solutions across various customer groups. Assist in shaping intricate product and program strategies based on customer interactions, and effectively implement solutions and projects for customers that are scalable to complex, multiple enterprise environments. Collaborate with customers and/or internal stakeholders to communicate the strategy, synchronize the timeline for solution implementation, provide updates, and adjust plans according to evolving objectives, effectively and promptly. Prepare for complex product or solution-related inquiries or challenges that customers may present. Gather and convey detailed product insights driven by customer needs and requirements. Promote understanding of customer complexities and the value propositions of various programs (e.g., speaking at different events, team meetings, product reviews) to key internal stakeholders. Primary Skills: Must possess over 7 years of experience with OBIA and Oracle Analytics. Must have a robust knowledge of Analytics RPD design, development, and deployment. Should possess a strong understanding of BI/data warehouse analysis, design, development, and testing. Extensive experience in data analysis, data profiling, data quality, data modeling, and data integration. Proficient in crafting complex queries and stored procedures using Oracle SQL and Oracle PL/SQL. Skilled in developing visualizations and user-friendly workbooks. Previous experience in developing solutions that incorporate AI and ML using Analytics. Experienced in enhancing report performance. Desirable Skills: Experience with Fusion Applications (ERP/HCM/SCM/CX) Ability to design and develop ETL Interfaces, Packages, Load plans, user functions, variables, and sequences in ODI to support both batch and real-time data integrations. Worked with multiple Cloud Platforms. Certified on FDI, OAC and ADW.