17 Five9 Jobs

Senior Software Development Engineer Amazon Connect About the Role We’re looking for a hands-on Amazon Connect Engineer who can turn complex customer-service requirements into secure, scalable, AI-powered contact-center solutions on AWS. You will own design, build, and optimization of Connect instances that leverage the latest capabilities—omnichannel routing, generative-AI self-service, and real-time analytics—to deliver best-in-class customer experiences. Key Responsibilities Architect, configure, and maintain Amazon Connect (queues, routing profiles, hours, hierarchies, DID/toll-free numbers). Design IVR and chatbot experiences with drag-and-drop Contact Flows, Amazon Lex, and Amazon Q in Connect for generative-AI self-service Integrate Connect with AWS services (Lambda, Step Functions, DynamoDB, S3, Kinesis, EventBridge) and third-party CRMs (Salesforce). Implement Contact Lens for real-time transcription, sentiment analysis, screen recording, automated evaluations, and post-contact summaries Build outbound campaigns (predictive dialer, SMS, email) and configure Voice ID for caller authentication and fraud detection Automate infrastructure with CloudFormation/CDK or Terraform; establish CI/CD pipelines (CodePipeline, GitHub Actions). Set up monitoring, logging, and alerting via CloudWatch, CloudTrail, and QuickSight dashboards; optimize KPIs such as AHT, SLA, CSAT. Ensure security and compliance (least-privilege IAM, KMS encryption, VPC/SIP security). Produce design docs, runbooks, and knowledge-transfer sessions; provide tier-3 support and root-cause analysis. Required Qualifications 3+ years building or operating cloud contact-center platforms; 2+ years hands-on with Amazon Connect. Solid skills in at least one language (Python, Node.js/TypeScript, or Java). Deep knowledge of AWS core services (Lambda, API Gateway, DynamoDB, S3, IAM, CloudWatch). Understanding of telephony fundamentals (SIP, WebRTC, PSTN, codecs) and contact- center metrics. Experience with REST/JSON APIs, OAuth/SAML, and event-driven integrations. Excellent communication and documentation skills; ability to translate business goals into technical roadmaps. Preferred Qualifications AWS Solution Architect or Amazon Connect Specialty certification. Success migrating from legacy platforms (Genesys, Avaya, Cisco, Five9) to Amazon Connect. Hands-on with Contact Lens analytics, Workforce Management, or WFO integrations. Familiarity with AI/ML services (Bedrock, SageMaker) and data-lake analytics. Exposure to global, multi-region Connect deployments and Global Resiliency patterns. Hands-on experience with Five9, especially in campaign/campaign profiles creation, skill-based routing, IVR design/maintenance, DID's assignment/management and List Sync. Proficiency in Five9 reporting tools.

It&aposs fun to work in a company where people truly BELIEVE in what they are doing! We&aposre committed to bringing passion and customer focus to the business. Job Description Job Title: Sales Manager Job Location: Bangalore (Hybrid Model) Job Description: As a Sales Manager at Fractal, you will be responsible for driving sales efforts targeting North America, focusing on Fortune 2000 companies. Based out of Bangalore, you should be prepared for extensive travel to the US as required. Your role will involve leveraging your deep understanding and extensive experience in selling contact center technology to build and maintain relationships with key decision-makers, develop and execute sales strategies, and achieve sales targets. Responsibilities: Develop and implement strategic sales plans to achieve sales targets and expand our customer base in North America. Identify and engage with key decision-makers within Fortune 2000 companies. Build and maintain strong, long-lasting customer relationships. Understand customer needs and tailor solutions to meet their requirements. Lead negotiations and close deals. Prepare and deliver sales presentations, solution demos, proposals, and contracts. Stay updated on industry trends, market conditions, and competitor activities. Provide feedback to the product and marketing teams to enhance our offerings. Work closely with the pre-sales, product, and delivery teams to ensure customer satisfaction and successful project implementation. Experience And Skill Requirements: Bachelors degree in Business, Marketing, Computer Science, or a related field. MBA preferred. Minimum 10 years of experience in selling contact center technology solutions. Proven track record of successfully selling to Fortune 1000 companies. Experience with companies such as Genesys, Avaya, Amazon Connect, Cisco, Five9, NICE, Verint, or similar is a mandate. Utilize your existing network and prior client connections to generate new business opportunities. Strong understanding of contact center technologies, including cloud solutions, AI, chatbots, and customer engagement platforms. Excellent communication, negotiation, and presentation skills. Ability to travel extensively to the US as required. Strong analytical and problem-solving skills. Ability to work independently and as part of a team in a fast-paced environment. Demonstrated leadership skills and the ability to influence and drive cross-functional teams. Ability to adapt to changing market conditions and customer needs. If you like wild growth and working with happy, enthusiastic over-achievers, you&aposll enjoy your career with us! Not the right fit Let us know you&aposre interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest! Show more Show less

As a Senior System Analyst at GEC Tech, you will be an integral part of the Lululemon team, a leading performance apparel company dedicated to supporting individuals in their movement, growth, and well-being. In this role, you will collaborate with business stakeholders, technology teams, and enterprise teams to understand project vision and business needs. Your primary responsibility will be to translate these requirements into functional configuration specifications for various vendor and in-house systems. You will actively participate in agile/scrum ceremonies such as refinement, estimation, and sprint planning. Working closely with engineers and architects, you will document, design, and implement necessary changes to systems. Your expertise in vendor and in-house systems will be crucial as you lead troubleshooting efforts and contribute to the triage process. Additionally, you will be on-call to ensure the overall health of our platforms and create observability plans and processes. Your role will involve defining alerts, thresholds, and refining these parameters, as well as leading areas of production support including process creation, response, root cause analysis, and process refinement. You will establish strong relationships with enterprise support teams and contribute to streamlining processes across teams. Expertise in observability tools such as Data Dog, Pagerduty, Splunk, and ServiceNow is essential, along with familiarity with Salesforce Service Cloud. To qualify for this position, you should possess a Bachelor's Degree in Computer Science, Business Administration, or a related field, along with 8+ years of experience as a System Analyst in Contact Centers, Retail, or eCommerce. Expert knowledge of platforms like Splunk, PagerDuty, Datadog, and ServiceNow, as well as operational support processes, is required. Proficiency in Salesforce Service Cloud and other related CRM solutions is a significant advantage. Familiarity with IT SDLC processes, cross-functional IT teams, and exceptional organizational and communication skills are essential. In addition to technical qualifications, the ideal candidate must exhibit personal qualities such as acknowledging choice in every moment, taking personal responsibility, possessing an entrepreneurial spirit, communicating with honesty and kindness, and striving for excellence. A strong work ethic, integrity, and a commitment to the Lululemon culture and lifestyle are also key attributes for success in this role.,

Role & responsibilities Customize and configure Microsoft Dynamics 365 CE to meet business requirements. Collaborate with stakeholders to gather and analyze business requirements related to Contact Center and CRM. Implementation experience with contact center as a service (CCaaS) solution and use Dynamics 365 Customer Service for customer relationship management (CRM). Develop and maintain integrations with third-party Contact Center platforms (e.g., Genesys, Five9, Amazon Connect, Twilio any one). Design, configure, and deploy Microsoft Dynamics 365 CRM (Customer Engagement), particularly the Omnichannel for Customer Service module . Implement and integrate omnichannel capabilities including live chat, voice, SMS, WhatsApp, social media, and email support. Develop custom plug-ins, workflows, business process flows, and integrations using C#,.net JavaScript, and Power Platform tools. Develop and maintain Canvas Apps that connect to Dataverse , Dynamics 365 , and other data sources to support business processes. Integrate Power Platform components (Power Automate, Power Apps, Power BI - anyone) for end-to-end business workflows. Work with stakeholders to gather and analyze business requirements and translate them into technical solutions. Design and implement integration solutions between Dynamics CRM and external systems using Azure Integration Services(azure knowledge or any certification will also work). Maintain code quality and adhere to best practices, including version control (e.g., Azure DevOps, Git). Create technical documentation, including architecture diagrams, code documentation, and release notes. Preferred candidate profile

As an IVR and Contact Center Systems Specialist at NETGEAR, you will play a crucial role in managing and optimizing IVR systems and contact center platforms to enhance customer experience and operational efficiency. Your responsibilities will include designing, implementing, and maintaining IVR applications, managing multilingual audio IVR prompts, administering contact center systems, analyzing performance metrics, integrating systems with CRM and other applications, ensuring compliance with regulations, and collaborating with cross-functional teams to gather requirements and provide support and training to end-users. Key Responsibilities: IVR System Management: - Design, implement, and maintain IVR applications for top-tier performance. - Develop call flows and scripts aligned with business requirements. - Manage a large corpus of multilingual audio IVR prompts with QA, editing, and post-processing. - Provide continuous updates to the IVR application with new functionalities. Contact Center Support: - Administer, configure, and maintain contact center systems like InContact, Five9, AWS Connect. - Monitor and troubleshoot system issues for minimal downtime. - Collaborate with vendors for hardware/software defect remediation. - Train and support contact center agents in efficient system usage. Optimization and Analytics: - Analyze IVR and contact center performance metrics for insights to improve system efficiency and customer satisfaction. - Implement self-service solutions for enhanced customer experience. Integration and Customization: - Integrate IVR and contact center systems with CRM and other business applications. - Tailor solutions to meet organizational requirements and scaling needs. - Understand end-to-end contact center and CRM functionality. Compliance and Documentation: - Ensure systems meet regulatory compliance and best practices. - Maintain documentation for system configurations, workflows, and processes. Collaboration and Communication: - Collaborate with cross-functional teams to gather requirements and create functional specifications. - Provide support and training on IVR systems to end-users and contact center agents. Industry Trends and Best Practices: - Stay informed about IVR technology trends and recommend innovative solutions. Required Skills and Qualifications: - Bachelor's degree in computer science, Information Technology, Telecommunications, or related field. - 5+ years of IVR systems and contact center technologies experience. - Strong understanding of IVR design, scripting, and call flow management. - Experience with system configuration, monitoring, and troubleshooting. - Familiarity with CRM integration, workforce management systems, and reporting tools. - Ability to analyze data and drive system improvements. - Excellent communication skills. - Familiarity with telephony infrastructure and protocols. - Experience with cloud-based solutions and SaaS models. Preferred Qualifications: - Certifications in contact center technologies. - Experience with programming languages used in IVR development. - Integration experience through web services. - Knowledge of advanced reporting and analytics tools. - Experience with CRM integration and customer service platforms. - Prior experience in IVR implementation and VUI design. - Background in linguistics and conversational dialogue. - Library science/cataloging experience. - Copy editing and audio editing experience.,

Dear Professional, We are excited to present a unique opportunity at Cognizant, a leading IT firm renowned for fostering growth and innovation. We are seeking talented professionals with 6 to 9 years of experience in Cisco IOS,Cisco ASA Firewall,Cisco Routers,Switches,Network Infrastructure,LAN/WAN Administration,TCP/IP, DHCP, DNS,Five9 Contact Center,Five9 Admin,Five9 Configuration,Five9 IVR Design,Five9 Scripting,Five9 CRM Integration, Five9 Reporting & Analytics to join our dynamic team. Your expertise in these areas is highly sought after, and we believe your contributions will be instrumental in driving our projects to new heights. We offer a collaborative environment where your skills will be valued and nurtured. To proceed to the next step of the recruitment process, please provide us with the following details with Updated resume to sathish.kumarmr@cognizant.com Please share below details (Mandatory) : Full Name(As per Pan card): Contact number: Email Current Location: Interested Locations: Total Years of experience: Relevant years of experience: Current company: Notice period: NP negotiable: if yes how many days they can negotiate? : If you are Serving any Notice period Means please mention Last date of Working: Current CTC- Expected CTC- Availability for interview on Weekdays ? Highest Qualification? Additionally, we would like to schedule a virtual interview with you on 25th Aug 2025 . Kindly confirm your availability for the same. We look forward to the possibility of you bringing your valuable experience to Cognizant. Please respond at your earliest convenience. Thanks & Regards, Sathish Kumar M R HR-Cognizant Sathish.KumarMR@cognizant.com

Voice Networking Five9 Professional Gurgaon - J49524 Min 3+ yrs exp in Voice Networking Min 3 yrs exp in Five9 cloud. Exp in Cisco Voice Networking / Genesys Voice Networking / Avaya Voice Networking Exp in Unified Communication systems and Voice Network technologies. Exp in Reporting and monitoring of Five9 UCCs. Exp in Contact Center Exp in troubleshooting of different issues in five9 contact Center. Exp in Troubleshooting of Inbound, Outbound calls in any issue arises. Exp in VoIP Exp in Implementing VoIP systems and services Able to deploying end-to-end contact center solutions, including Call flows, Queues, Routing profiles, Agent profiles, and Dial plans to optimize performance and customer experience

Dialer Manager (US Market) Location: Noida (Work From Office) Shift: US Shift About Us We are a Silicon Valleybased company specializing in large-scale case acquisition for law firms across the United States, with a strong focus on mass tort and personal injury. Our team includes senior leaders from Silicon Valley, India, and Romania, with a proven track record of launching successful products. We combine advanced dialer systems, AI-driven automation, and process excellence to deliver high-quality, compliant claimant intakes at scale. About the Role We are seeking a Dialer Manager with a strong background in dialer management to lead strategy, execution, and optimization of all outbound and inbound calling operations. This role will blend the tactical depth of a Dialer Manager with the strategic oversight of Product Operations , ensuring optimal performance, compliance, and scalability across campaigns. Key Responsibilities 1. Dialer Strategy & Operations (Primary Focus) Own and optimize the dialer ecosystem (Vicidial/Go Auto Dial, Five9, Convoso, etc.). Configure, monitor, and troubleshoot dialer settings: AMD Call routing IVR flows List management and recycling Develop and implement SOPs and technical specifications for dialer setup and maintenance. Drive KPI improvements in: Contact rates Conversion rates Churn reduction Agent talk time and occupancy Manage caller ID reputation, STIR/SHAKEN compliance, and flag remediation. 2. Campaign Setup & Routing Plan and execute campaign setups across multiple verticals. Configure routing logic, lead prioritization, and pacing strategies to maximize ROI. Implement A/B testing on dialer settings and campaigns for performance optimization. Align campaigns with capacity planning and lead ingestion rules. 3. Compliance & Risk Management Ensure all calling and texting operations adhere to US regulations (FTC, TCPA, state-specific laws). Maintain documentation and reporting for audits. Monitor and address regulatory risks proactively. 4. Conversion Optimization Collaborate with marketing and operations teams to refine scripting, call flows, and agent prompts. Analyze agent performance and dialer data to identify optimization levers. 5. Data Analysis & Reporting Conduct root cause analysis (RCA) on dips in performance or compliance issues. Provide weekly and monthly KPI reporting to leadership with actionable recommendations. 6. Cross-Functional Coordination Work closely with Product, Contact Center and Marketing to align dialer capabilities with business goals. Manage relationships with telecom vendors. Key Skills & Qualifications Must-Have: 5+ years in dialer management for US contact center operations . Expert knowledge of Vicidial/Asterisk , SIP, DID management, and dialer campaign optimization. Strong understanding of TCPA, FTC, and US state-level calling regulations. Proven experience in improving contact and conversion rates via dialer settings and strategies. Ability to run large-scale outbound and blended campaigns. Strong analytical skills, able to translate dialer data into operational improvements. Preferred: Experience with Five9, Convoso , or similar cloud dialers. Familiarity with AI-powered engagement tools and automation workflows. Experience with BI tools (Tableau, Power BI, Superset). Exposure to branded calling, 10DLC registration, and spam mitigation strategies. Why Join Us? Lead dialer operations in a fast-growing, tech-driven environment. Opportunity to influence strategy and execution for a high-impact, high-volume function. Competitive pay with performance-based incentives. Global team spanning India, Indonesia, US, Romania, and Nigeria.

As a Software Engineer CCaaS at Observe.AI, you will play a vital role in designing, implementing, and deploying scalable integrations between Observe.AI and various third-party Contact Center-as-a-Service (CCaaS) platforms. Your responsibilities will include evaluating the feasibility of integrations, creating detailed technical specifications, building prototypes, writing clean and scalable code, troubleshooting technical issues, and collaborating with customer teams to ensure successful integrations. Key Responsibilities: - Lead feasibility and architecture design by analyzing customer CCaaS platform capabilities and identifying optimal integration mechanisms. - Author technical specifications including solution architecture diagrams, integration design documents, and execution plans. - Build and validate proof-of-concepts for new CCaaS integrations to ensure functional compatibility. - Implement and deploy integrations in cloud production environments and monitor their performance. - Act as an escalation point to troubleshoot and resolve complex technical issues during integrations. Qualifications: - Bachelor's degree in Computer Science or related field preferred. - 3+ years of experience in software engineering or telecom integration roles. - Hands-on experience with UCaaS/CCaaS platforms such as Genesys, NICE CXone, Five9, AWS Connect, Avaya, and Twilio. - In-depth knowledge of telecom protocols like SIP, SDP, RTP, SIPREC, and media stream capture. - Proficiency in networking fundamentals, RESTful APIs, WebSockets, WebRTC, gRPC, and debugging tools. - Strong written and verbal communication skills to convey complex concepts clearly. - Self-driven, outcome-oriented, and able to thrive in fast-paced environments. Preferred Skills: - Experience with cloud deployments (AWS, GCP, Azure) and observability tooling. - Exposure to Session Border Controllers (SBCs) and telecom compliance requirements. - Prior experience with real-time AI applications is a plus. Benefits: - Competitive compensation package. - Comprehensive medical insurance and free online doctor consultations. - Generous leave policies and holidays. - Learning & Development fund for continuous learning and professional development. - Fun events to foster a positive organizational culture. - Flexible benefit plans for tax exemptions. At Observe.AI, we are committed to fostering an inclusive culture that celebrates diversity and respects individuals from all backgrounds. We encourage talented individuals from non-traditional and underrepresented groups to apply and help shape the future of Observe.AI. For more information, visit our website www.observe.ai.,

Level AI was founded in 2019 and is a Series C startup headquartered in Mountain View, California. Level AI revolutionizes customer engagement by transforming contact centers into strategic assets. Our AI-native platform leverages advanced technologies such as Large Language Models to extract deep insights from customer interactions. By providing actionable intelligence, Level AI empowers organizations to enhance customer experience and drive growth. Consistently updated with the latest AI innovations, Level AI stands as the most adaptive and forward-thinking solution in the industry. About the Role:As an Implementation Manager, you will lead our clients onboarding and implementation process, ensuring they unlock the full potential of Level AI to enhance the customer experience.You will be responsible for understanding client business requirements, facilitating data integrations, configuring and training on the Level AI products including Auto-QA, Analytics, Voice of the Customer, Agent Assist, and Screen Recording among others, all while driving efficient time to value. Key Responsibilities :Serve as the primary point of contact for key client accounts, building and maintaining strong relationships with clients.Successfully handle onboarding of multiple clients simultaneouslyUnderstand clients' business objectivesUnderstand clients' technical requirements which may require leading technical discovery sessions to ensure that our AI-powered customer support solutions are configured appropriately to meet their needsCollaborate with internal teams, including sales, product, engineering, and customer support, to address client needs and resolve technical issues.Develop and maintain a deep understanding of our AI-powered customer support solutions, and effectively communicate technical information to clients.Identify opportunities for upselling and cross-selling our solutions to existing clients.Track and report on key account metrics, such as customer satisfaction and product usage, and use this information to drive improvements in our solutions. Requirements : Bachelor&aposs degree in Computer Science, Information Systems related field OR equivalent experience 3+ years of experience in a hands on technical role; 1-2+ years of experience delivering successful customer implementations Strong technical background with knowledge of SaaS platforms, APIs, and cloud services Excellent project management skills with the ability to juggle multiple projects simultaneously Ability to translate complex concepts into actionable items to non-technical stakeholders Strong communication skills in English (both written and verbal) Entrepreneurial & Problem-Solving Attitude - Self-motivated, adaptable, and resourceful in tackling implementation challenges Comfortable working in US hours Optional Requirements : Experience interacting with APIs and using cloud services Experience with integrating with CRMs such as Salesforce Familiarity with intent-based and generative artificial intelligence Experience with Telephony Systems such as AWS Connect, Five9 and Genesys Show more Show less

Primary Skill: Network Voice Support Engineer Location : Pan India Experience : 5.2 to 9 years Shift Time : 24/7, rotational Job Summary : We are seeking a skilled and experienced Network Voice Support Engineer to manage and support our voice infrastructure, including Five9, Cisco, Avaya, and Microsoft Teams. This role will focus on the configuration, maintenance, and optimization of voice systems, contact center operations, and telephony integrations. The ideal candidate will have hands-on experience with voice gateways, SBCs, certificate management, and complex call flow designs. RESPONSIBILITIES: Create and manage Five9 accounts for inbound and outbound calling, including agent setup and campaign assignments. Design and modify call flows, IVRs, and routing logic within Five9. Create new campaigns and configure WFO (Workforce Optimization) accounts within the Five9 platform. Perform troubleshooting of call quality and routing issues across Five9, Cisco, Avaya, and Microsoft Teams platforms. Renew and manage SSL/TLS certificates for voice systems and SBCs to ensure secure communication.

Ready to shape the future of work At Genpact, we don&rsquot just adapt to change&mdashwe drive it. AI and digital innovation are redefining industries, and we&rsquore leading the charge. Genpact&rsquos , our industry-first accelerator, is an example of how we&rsquore scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to , our breakthrough solutions tackle companies most complex challenges. If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that&rsquos shaping the future, this is your moment. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation , our teams implement data, technology, and AI to create tomorrow, today. Get to know us at and on , , , and . Inviting applications for the role of Vice President , Amazon Connect Solution A rchitect ! We are seeking a dynamic, growth-oriented leader to head our Customer Experience / Contact Center CcaaS advanced technology practice, with a focus on Amazon Connect-based solutions . This role is an opportunity to shape and scale one of the most strategic CX offerings in the market today&mdashanchored on Agentic AI, Generative AI and customer service technologies . As Vice President, you will drive the strategy, solution architecture, and execution of our CX technology service line, building a differentiated portfolio of industry-specific IP, co-innovating with AWS, GCP, Microsoft Dynamics and delivering large-scale transformation programs for global clients across industries, with a heavy focus in banking and financial services , . This is a unique opportunity to lead a high-growth business that blends deep domain, cloud-native architecture, applied AI, and real-time customer engagement technologies. You%27ll partner with AWS globally, influence client roadmaps, and lead a multidisciplinary team of engineers, architects, consultants, and GTM specialists to create tangible, measurable outcomes. Responsibilities Business and Practice Leadership Lead the global growth and delivery of our Amazon Connect service line, focusing on innovation, client value, and scale across priority industries. Define and operationalize a differentiated strategy in close partnership with AWS and internal teams (engineering, GTM, delivery). Build and mentor a high-performing team of technical and business leaders across regions. Serve as the executive liaison to AWS partner teams, jointly driving pipeline, solution launches, and field enablement. P&L Management Own and manage the Profit & Loss (P&L) of assigned client portfolios or regional operations. Track revenue, cost, and margin identify opportunities to optimize delivery costs and increase profitability Innovation and IP Development Architect and launch reusable assets, industry accelerators, and solution frameworks built on AWS leveraging Amazon Connect, Lex, Q in Connect, Voice ID, Wisdom, Contact Lens, Tasks, Cases, Bedrock and more. Deliver end-to-end solutions that extend Amazon Connect capabilities, such as intelligent agent desktops, proactive and personalized customer engagement journeys, and AI-driven analytics and automation. Prototype new features, build demos for strategic pursuits, and maintain a future-ready solution roadmap aligned to industry needs. Client Engagement and Delivery Oversight Act as the executive sponsor and strategic architect on major global transformation programs, with a focus on outcome-driven CX modernization. Oversee design and deployment of cloud contact center platforms, ensuring seamless integration with CRMs, case management, knowledge bases, and digital channels. Collaborate with delivery leaders to ensure operational excellence, client satisfaction, and timely execution at scale. Thought Leadership and Market Influence Represent the firm externally as a leading authority on cloud CX transformation and AI-first customer engagement. Drive executive conversations, shape complex pursuits and proposals, and lead strategic RFPs in partnership with GTM and pre-sales teams. Publish thought leadership, speak at AWS and industry events, and help shape market perception of our capabilities in the space . Minimum Q ualifications / Skills Experience in enterprise technology or consulting, with a strong background in customer experience, contact center , or cloud transformation. Experience in leading Amazon Connect implementations at scale, including enterprise migrations and multi-region deployments. Own and manage the Profit & Loss (P&L) of assigned client portfolios or regional operations Proven success in building and scaling technology practices or service lines, ideally with global delivery exposure and AWS alliance experience. Deep expertise in AWS services, including Amazon Connect, Lex, Lambda, Pinpoint, Contact Lens, Wisdom, Q in Connect, and related AI/ML offerings. Hands-on knowledge of telephony (SIP/VoIP), CRM integrations (Salesforce, ServiceNow), and digital channels (chat, social, email). Experience in adjacent CcaaS platform technologies such as MS Dynamics, GCP CCAI, Genesys, Five9, Nice CXone , Zendesk, WFM technologies Strong executive presence and experience in influencing senior clients, leading diverse teams, and navigating complex global programs. Preferred Q ualifications / Skills Experience applying generative AI to enhance customer experience workflows. Familiarity with AWS CCI (Contact Center Intelligence) solutions. Experience with DevOps practices in the context of cloud contact center deployment. Background in BFSI, healthcare, or regulated industries preferred but not required . Why join Genpact Be a transformation leader - Work at the cutting edge of AI, automation, and digital innovation Make an impact - Drive change for global enterprises and solve business challenges that matter Accelerate your career - Get hands-on experience, mentorship, and continuous learning opportunities Work with the best - Join 140,000+ bold thinkers and problem-solvers who push boundaries every day Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. Let&rsquos build tomorrow together. Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color , religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.

we are hiring for Five9 Contact Center Developer Hands-on experience in Five 9 cloud architecture landing zones, micro-services architecture and applicability on re-engineering cloud contact center platforms. Required Candidate profile Must have experience in Five 9 cloud architecture landing zones, micro-services architecture and applicability on re-engineering cloud contact center platforms.

As the Quality Assurance Officer at Kaseya, you will play a crucial role in enhancing customer interactions, improving agent performance, and optimizing support processes within our Contact Center team. With a strong background in quality assurance and a passion for continuous improvement, you will contribute to driving the success of our organization. You should have at least 2-4 years of experience in a contact center quality assurance or process improvement role, ideally within the IT industry working with Tickets. Proficiency in QA methodologies, call monitoring tools, and customer service metrics is essential. Additionally, skills in data analysis tools such as Excel, Power BI, or similar applications are required. Your responsibilities will include monitoring and evaluating inbound and outbound customer interactions across various channels, analyzing agent behavior and adherence to standards, identifying opportunities for improvement, and developing quality scorecards and performance dashboards. You will also provide actionable feedback to supervisors and managers, collaborate with training and operations teams on improvement initiatives, track program effectiveness, conduct root cause analysis, and support calibration sessions. Preferred skills for this role include experience with CRM and contact center platforms like Zendesk and Five9, familiarity with process improvement methodologies such as Six Sigma or Lean, and certifications in Quality Assurance or Customer Experience like COPC, ISO 9001, CCXP. Join us at Kaseya, where we value dedication, innovation, and a drive for excellence. Be a part of our dynamic team and contribute to #ChangingLives with our award-winning solutions and customer-centric approach.,

DevOps cycle Orchestration and Configuration Management, CICD, Monitoring, Security Experience around containers, container networking with host OS, container security etc. AWS Cloud and services

Key Responsibilities: The Service Desk Solution Manager works with a team of Solution Managers and Solution Architects in the Solution Management organization within our Digital Workplace Solutions business unit. As such, this role is responsible to create durable and commercially viable solutions using innovative technology, process improvements, and reseller partner opportunities that will enable Unisys to both expand its Service Desk business and improve the efficiency of those services. The Service Desk Solution Architect will contribute to the ideation, technology architecture, collateral development, creation of Service Descriptions, delivery partner engagement, go to market strategy, preparation of cost and price models, sales enablement, pipeline curation, and continuous improvement of Unisys Service Desk offerings. This role creates artifacts that are used by stakeholders within other Unisys organizations to market, sell, solution, price, and deliver Service Desk services. This can include: marketing messaging, whitepapers, sales battlecards, client-facing documentation, sales training, demo capabilities, service descriptions, solutioning guides, costing guides, cost models, RACIs, and Statements of Work. This role: Participate in all elements of the Portfolio Lifecycle Management process, Evaluate business requirements to come up with the technical solution to solve business problems, Design end-to-end technology solutions for contact centers and remote support platforms, including omnichannel cloud contact center and AI-driven support tools, Define integration strategies between service desk support systems such as ITSM, CRM, ticketing systems, workforce management, and analytics platforms, Ensure solutions align with enterprise architecture standards, security policies, and compliance requirements, Develop high level design, low level design, data flow diagrams, support models, user manuals, API documentation, guides, KBs, product manuals, etc., Evaluate emerging technologies (e.g., CCaaS, UCaaS, AI/ML, RPA) for applicability to contact center use cases, Develop proof-of-concepts (PoCs) and prototypes to validate architectural decisions and demonstrate feasibility, Define and oversee solution testing strategies, including functional, performance, and failover testing, Coordinate and oversee pilot deployments to validate solutions meet their goals. Work closely with developers, infrastructure teams, and delivery operations to ensure successful solution hand off into production, Work with technical teams to put together technical reference architectures and demos, Collaborate with vendors and internal stakeholders to assess and select appropriate platforms and tools, Identify potential security risks in the solutions proposed and develop road-map to mitigate them, Consider how Service Desk evolution aligns with the overall DWS strategy and partner ecosystem, Contribute to strategic solution business planning, service excellence improvement, and innovation, whilst ensuring governance maturity, Assist in the research, ideation, and creation of vision, strategy, and roadmap for the offering, collecting input from external analysts, delivery partners, sales, and existing Unisys clients, Analyze feasibility to augment existing Service Desk services by leveraging automation and AI in order to improve efficiency, Assist with managing solution and roadmap plan schedules to meet launch commitments, Work with delivery to determine licensing, transition, and labor costs for the purposes of developing a repeatable cost model and associated statement of work, May present Service Desk technical capabilities and architecture to key clients. You will be successful in this role if you have: Skills and Qualifications: University degree and/or 5-10 years of related experience with the delivery of IT support services and solution architecture. 5+ years of contact center and remote support technologies design, operations, development, implementation, and support. Strong knowledge of platforms such as Genesys, NICE, Five9, Amazon Connect, or similar. Strong knowledge of ITSM platforms such as Service Now, BMC Helix, or similar. Experience and in-depth understanding of service desk operations. Experience with AI/ML in customer support (e.g., chatbots, sentiment analysis) preferred. Experience with cloud platforms (AWS, Azure, GCP) and microservices architecture Understands and knows how to implement ITIL processes such as Portfolio Management and Service-level management. Well versed in the practical delivery of Incident Management, Problem Management, Service Management, Asset Management, Major Incident Management, Knowledge Management, and Request Management. Familiar with proactive incident detection and resolution. Familiar with the development and usage of SLAs, KPIs, and XLAs. Ability to think outside the box Takes the initiative in connecting and collaborating with individuals across the globe and in various time zones. Highly motivated, working effectively remotely without constant oversight. Initiative-taking, consultative and an excellent problem solver. Able to explain complex topics simply. Open-minded, hands-on mentality, curious, hands-on, and pragmatic character. Able to evaluate tradeoffs between build vs. buy options, taking into consideration multiple use case scenarios while planning innovations and considering the future. Understanding of deal financials with a basic understanding of accounting principles. Ability to gain buy-in and cooperation from a wide range of stakeholders without direct authority. Comfortable working in innovative technology and in a fast-paced environment. Willing to be client facing with strong communication skills.

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