Date: 30 May 2025 Location: HR, IN, 122009 Company: firstsourc Company Profile Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Process Mining – DE / DS KEY PERFORMANCE INDICATORS: Assessment & Responsibilities Experience in Data Connection, extraction from different systems including both clouds based and On-Premises systems (e.g. Azure, Oracle, SAP, BMC, SNOW, Salesforce etc.) and transformation & loading into the process mining tool. Support validation of data (counts, values between source systems and process mining tool). Understanding of process insights by creating KPIs and actions, identify process inefficiencies, and understand the root causes. Experience / basic knowledge working with ERP and other similar systems (e.g. Azure, Oracle, SAP, BMC) & understanding of basic data structure, reports, formats etc. from multiple source systems. Develop workflows to monitor processes, detect anomalies and turn those insights into real-time automated preventive or corrective actions using Action-engine, Action-flows and other capabilities (desired). Understanding of data modelling, data structure, reports, formats etc. from multiple source systems. Process mapping and identifying nonvalue add steps to create lean and agile processes. Basic knowledge on ERP processes like, HLS / FNA/ /Banking / E&U / HRO etc. Work alongside both technical and non-technical stakeholders to understand business challenges to help design process mining initiatives and prioritize the requests. Critical thinking and creative problem-solving skills, as well as the ability to apply theoretical concepts and best practices to solve business problems. Basic understanding of IT application lifecycle and methods. Able to visualize & create dashboards on KPIs in line with client expectations. Required Technical Skills 3 to 5 years of experience with analysis, ETL, Data Engineering, etc platforms. Experience with ETL / ELT and BI tools (e.g., Tableau, Power BI etc.) Experience in SQL / PQL scripting & knowledge of data mining, should apply complex queries to build the transformation e.g. Joins, union, windows f(x) etc. Knowledge of process improvement techniques / tools and Process Mining / Analytics. Good knowledge of Python Scripting should be knowing about (Numpy, Pandas, Seaborn, Matplotlib, SKLearn etc). Experience in any Process / Task Mining Tool (e.g Celonis, Apromore, Soroco etc). Understanding of enterprise systems (ERP, CRM, etc.) OR CRM/Order Management Systems (Preferably SAP / Oracle / MS Dynamics/ SNOW/ Salesforce / Remedy). Experience in ML modelling via Python or R will be plus. Soft Skills Strong communication and presentation skills & quick learner. Ability to learn new technologies and process improvement techniques. Ability to work in various time zones to support various global rollouts. Education University degree in Computer Science / Information Technology/ Data Scientist Diploma / Certification. ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Date: 30 May 2025 Location: HR, IN, 122009 Company: firstsourc Company Profile: Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Job Title: Assistant Manager - Task Mining Job Summary: We are seeking a skilled and data-driven Task Mining & Process Mining Analyst to join our Digital Transformation or Process Excellence team. The ideal candidate will have hands-on experience with Soroco Scout for task mining, exposure to tools like Celonis for process mining, and a strong analytical mindset to identify automation and optimization opportunities across business processes. Key Responsibilities: Perform task mining using Soroco Scout to capture and analyse user-level activities across teams. Use process mining tools like Celonis, or Apromore to visualize and evaluate end-to-end business processes. Identify inefficiencies, bottlenecks, and automation candidates by correlating task-level and process-level data. Collaborate with cross-functional teams to gather process-related requirements and drive data-driven decision-making. Design dashboards, reports, and presentations that provide actionable insights to business stakeholders. Recommend improvements in processes, including RPA/automation opportunities, based on task/process mining findings. Support change management initiatives by presenting findings and collaborating with business units on implementation. Stay updated on the latest developments in task and process mining tools, methodologies, and industry trends. Qualifications: Bachelor’s degree in Computer Science, Engineering, Business Analytics, or a related field. 2–5 years of experience in process mining and task mining, ideally within digital transformation, business operations, or IT. Hands-on experience with Soroco Scout or other task mining platforms. Experience with Celonis, Apromore, or similar process mining tools. Strong data analysis skills (Excel, SQL, Power BI/Tableau, Python/R is a plus). Understanding of BPM (Business Process Management), Lean, Six Sigma, or process improvement methodologies. Excellent communication and presentation skills with the ability to convey complex technical findings to non-technical audiences. ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Date: 9 Jun 2025 Location: Bangalore, KA, IN Company: firstsourc Designation VP – CX Solution Architect About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Roles & Responsibilities: Engage with the Solutions, Pre-sales, sales, ops teams in identifying gather requirements, pain points, and business goals. Develop technical and business documentation, including architecture diagrams, solution overviews, and value propositions (including cost benefit analysis) Collaborate with necessary stakeholders in preparing the entire response based on requirements Assess and recommend CX tools (e.g., CRM systems, IVR, chatbot solutions), proprietary OR partner products and solutions Design integration strategies as needed from a technical perspective Work closely with IT, operations, marketing, and analytics teams to ensure solution feasibility and scalability Incorporate insights from operations and customer feedback to refine solutions Project planning - Define milestones, timelines, and deliverables for solution deployment Guide the implementation team on solution architecture and resolve technical issues Stay updated on trends like generative AI, sentiment analysis, and predictive analytics that can drive customer experience and operational efficiency Key Skills: Has worked on large scale enterprise solution design and architecture for contact centers Good oral and written communication Good interpersonal, influencing, and negotiation skills (stakeholder management, client interaction), planning, problem-solving and analytical skills Should be creative and have an innovative mindset Crisis, conflict management, and issues management skills An eye for detail as well as an understanding of the big picture Appreciate and understand client business. Good team management skills and people management skills Flexibility in meeting changing business needs Qualification & Experience: Graduate/Postgraduate from reputed institute (Full Time) 12+ years of relevant solutioning, requirements gathering and business development experience (primarily contact centers and CX) Understands proposal, costing and pre-sales,contact center technologies Worked in GenAI projects in the CX space will be an added advantage. Cross industry exposure Strong analytical and quantitative skills ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

CSA Date: Jun 12, 2025 Location: Mumbai, IN Requisition ID: 15542 Description: About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes Roles & Responsibilities: Ø Responds to queries from customer through chat to answer queries / inquiries, provide information and handle complaints regarding the organization’s products or services. Ø Understands customer query and responds to it ensuring that all queries / concerns are answered via web chat. Ø Update account information and performs general maintenance upon customers’ request. Ø Understands customer’s latent needs and maximizes opportunities to promote relevant products and services. Ø Guides the customer to relevant web pages in the client website that offer the information they seek, if appropriate. Ø Exhibits promptness and politeness using the appropriate language while answering customer queries. Ø Target Oriented - Works efficiently towards achieving the SLA based on the process requirement and meets the specified quality standards. Ø Ability to handle multiple tasks simultaneously with ability to prioritize while providing exceptional Customer service Ø Maintains data confidentiality and adheres to information security and compliance norms laid out. Required Skills and Qualifications Ø Average Response Time Ø First Call Resolution Ø Customer Satisfaction Ø Net Promoter Score Bachelor’s degree or equivalent (fresher may apply). Undergraduates with a minimum of 2 year of customer service experience Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses