175 Genesys Jobs

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Genesys PureConnect / Genesys Cloud telephony0 Responsibilities: Providing support for all Genesys PureConnect / Genesys Cloud telephony systems, including Dialer, Decisions, QMS, Interaction subsystems, WEM, Architect, reporting and handler development Working closely with other engineers to troubleshoot and resolve complex problems (some after- hours and on-call work required) Providing thought leadership and help develop telephony best practices and preferred methods Have a comprehensive telephony background and thorough understanding of SIP, VOIP, & QoS Researching, evaluating, and recommending architectural improvements and new technologies Identifying and proposing strategies around technical problems affecting team, communicates standards and gets buy-in on solutions Understand ITIL concepts and how to apply them effectively in the enterprise Have a thorough, working knowledge of the Agile project management paradigm Recognizing the importance of and being able to generate excellent documentation and diagrams Engaging in active listening and have effective written and verbal communication skills Demonstrating a proven ability to learn and grow through self-study Acting as a collaborative service provider to our internal and external customers Providing mentorship to junior team members and leading by example Thinking Enterprise and understand that every delivered solution must be consistent, redundant, standards compliant, well monitored, and thoroughly documented Supporting a large (>1000 employee), fast-paced, always-on, enterprise technology organization : 5+ years of practical, hands-on experience maintaining large (250 agents plus), multi-site, complex contact center environments 2+ years experience with Genesys Pure Cloud, both administrative and development tasks Experience supporting call center technology is a must! E.g., Dialer, ACD, Call Recording, Wallboards Experience with omnichannel contact center technologies (Email, Chat, SMS etc.) Proven experience supporting contact center solutions and knowledge of best practices Experience working with carrier technologies is a plus. E.g., PRI/OC3/12/48, configuring trunk groups, troubleshooting line cards, and similar work Familiarity with ServiceNow or other similar CMS / SKMS Genesys certificationsICCS, ICCE, ICDE, Cloud Certified Professional, Cloud Certified Developer Bachelor s degree in an information technology related field or equivalent work experience

Skill required: Tech for Operations - Technology Architecture Designation: Solution Architecture Manager Qualifications: BE/Any Graduation/Master of Engineering Years of Experience: 13 to 18 years What would you do You will be part of the Technology for Operations team that acts as a trusted advisor and partner to Accenture Operations The team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results We work closely with the sales, offering and delivery teams to identify and build innovative solutions The Tech For Operations (TFO) team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results Works closely with the sales, offering and delivery teams to identify and build innovative solutions Major sub deals include AHO(Application Hosting Operations), ISMT (Infrastructure Management), Intelligent AutomationProcess of development of methodical information technology specifications, models and guidelines, using a variety of Information Technology notations Estimating, architecting, implementing, testing, assessing and selling Technology Architectures, including but not limited to all the ADM Technology Architecture work-stream activities and deliverables, covering the required blueprint & roadmap, analysis, design, build, test and deploy phases What are we looking for Candidate should have strong expertise in the Genesys Contact Center platformThis is the technical role on voice & contact center capability Should be skilled on solutioning global transformation and digitization projects services like Lex, OB Dialer, Omnichannel and other latest BPO industry business/customer experience enhancementShould have sound knowledge on global voice compliance and regulatory guidelinesUnderstanding of CCaaS pricing model and ways for cost optimizationSupporting voice & cloud contact center technology globallyPlaying a role of SME & engaged in solutioning for existing and new customers Provide operational support for any escalated and complex issuesIn the past career, preferred Hands-on Genesys contact center experienceIndustry certifications in the Field of Voice A basic understanding on LAN/WAN (routers and switches) Microsoft OCS/Lynch and Unified messagingVoice experience with emphasis on Cisco platform with proven design/integration competence with Telcos ( Across Globe) and different PBX vendors ( Nortel, Cisco etc) Good Experience with call center technology ( Cisco IPCC) such as ACD (Automatic call distributions), ACD reporting tools, Voice recording solutions including data/screen recording (Nice, Witness etc), WFM (work force management tool) from IEX, Aspect etc Roles and Responsibilities: Focusing on the Contact center technology design & standards related work across all Accenture locations globally, reporting to the regional Technology Architecture & Standards Team Lead Develop detailed technology designs, budgets & BOMs for firm and its clients requirements Develop and document detailed designs, and technology migration strategies/integration plans for solutions to be implemented Evaluate solutions from multiple vendors/options & provide recommendationsDevelop & enhance the Contact Center Technology Infrastructure StandardsDevelop detailed device configuration standards documents that will be used globally Perform device configuration audits against the Device Configuration Standards Undertake technology evaluations and present results and recommendations to Senior ManagementEnsure that all technology implementations are inline with the planned technical designLiaise effectively with other groups/teams within AccentureLead global architecture design initiatives on-behalf of the team Contribute to technical operational issues (Tier4) that have been escalated to the team Operational SupportResolve detailed technical operational issues(L4) that have been escalated to the team and are within scope of IM&S Network Delivery ArchitectureEngage vendors in problem resolution as appropriate Qualification BE, Any Graduation, Master of Engineering

Job Title - GN - SONG - Service - Japan Bilingual - Consultant Management Level: 9-Team Lead/Consultant Location: Bengaluru, BDC10A Must-have skills: Salesforce Development Good to have skills: Ability to leverage design thinking, business process optimization, and stakeholder management skills. Job Summary : This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions. Roles & Responsibilities: Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance. 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 the team, you will drive the following Manage customer journeys across the lifecycle: Leverage the comprehensive suite of analytics, consulting and technology solutions that Accenture offers to create relevant customer experiences across the customer lifecycle, drive business performance, identify cost optimization opportunities through people, process or technology interventions. Manage solution design & execution: Lead process and technology assessment, KPI and definition, solution and vendor assessment for different technologies Monitor trends and analyze data to optimize solutions: Identify continuous process improvement opportunities Develop business case for designed strategies Bring your best skills forward to excel at the role: Ability to conduct research to unearth facts and generate actionable insights/ ability to translate findings into actionable insights Bring your strong analytical skills to analyze large volumes of data and combine them with macroeconomic factors and competitive benchmarking to cull out insights relevant to stakeholder teams Gather business requirements, design process & solution implementation: Collaborate with various client and Accenture business and technology stakeholders in implementing solutions and assisting in change management and adoption of the new tool/process Communication and Presentation Skills to share the perfect pitch with key stakeholders Client handling skills to develop, manage and deepen relationships with key stakeholders Professional & Technical Skills: - Relevant experience in the required domain. - Strong analytical, problem-solving, and communication skills. - Ability to work in a fast-paced, dynamic environment. Language Requirement JLPT N3 qualified or better Will be able to hold business conversations with Japanese leadership and clients Will be able to generate deliverables in Japanese Exposure to analytical and data visualization tools Hands on experience with at least one of the front-office or back-office market leading platform tools such as Salesforce, Adobe campaign, Marketo, Adobe Experience Cloud, Genesys, Amazon Connect, Microsoft Dynamics etc. Working with middle to senior management levels within existing organization / client organizations Additional Information: - Opportunity to work on innovative projects. - Career growth and leadership exposure. About Our Company | Accenture Qualification Experience: 8-10Years Educational Qualification: Any Degree

The Strategy & Consulting Global Network SONG Practice | Genesys Job Title - Genesys_Level 9-Consultant_Entity (S&C GN) Management Level :Level 9-Consultant Location:Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must have skills:Genesys Cloud, Contact Center Analyst/Consultant, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead Good to have skills:Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.) 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: Genesys- Solution Consulting, Pre-Sales & Implementation | Level: Analyst/ Consultant | Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 2-8 years Explore an Exciting Career at Accenture Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challengesDo you want to design, build and implement strategies to enhance business performanceDoes 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 Global Networks SONG practice. The Strategy & Consulting Global Network 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 Marketing Transformation, Connected Commerce and Advanced Customer Engagement. 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 Functional Experience :Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions Industry Experience :Knowledge & Experience in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources Use in depth understanding of Genesys Cloud/Engage :Ability to work in high-paced and complex projects. Apply understanding of industry specific Customer Service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.) Deploy thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate Bring your best skills forward to excel at the role: Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud/Engage. Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services Integration of Genesys cloud CX with enterprise systems Developing custom applications using Genesys platform SDK/APIs Work Experience related to CICD tools. Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...), quality monitoring, WFM, Gamification, BYOC Edges, Recording etc. Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms. Read about us Blogs Your experience counts! Engineering Degree or MBA from a tier 1 institute Minimum 2 to 8 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Cloud/Engage suite. Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development. Whats 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 everythingfrom 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: www.accenture.com About Accenture Strategy & Consulting Global Network: 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/in-en/careers Accenture Global Network Song | Accenture in One Word come and be a part of our team. Qualification Experience:4-8years Educational Qualification:Engineering Degree or MBA from a tier 1 institute

Job Title:Five9_Level 9_Consultant_(Entity -S&C GN) Management Level:Level 9 - Consultant Location:Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must have skills: Five9, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, , Industry Solutions Consulting Good to have skills: Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Genesys Cloud, Genesys Engage, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.) Job Summary : Join our team of SONG consultants who solve customer-facing challenges with clients spanning sales, service, and marketing to accelerate business change. The Strategy & Consulting Global Network 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 Marketing Transformation, Connected Commerce, and Advanced Customer Engagement. 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. Roles & Responsibilities: Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs. Create business case and strategic transformation roadmap based on market trends. Help sell and deliver Five9 contact center solutions to clients:Product overview, Partner readiness support, pricing, documentation, first call presentations. Drive Partner support activities:A strong focus on nurturing deeper, more strategic relationships with key parties. Develop requirements based on leadership input:Performance/Status reporting, Problem Solving and Conflict Management. Professional & Technical Skills: Experience working with Customer Service Operations:Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements. Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing:Experience in Five9. In-depth knowledge and know-how of Customer Service Operations:Cross-industry experience, functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like VCC Administrator, Campaigns and IVR scripts. Proactively identifying customer needs through a technical benefits assessment:Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions. Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics:This includes pricing strategy of different on-premises and cloud solutions and providing detailed TCO. Experience in VCC administration & application experience:Use VCC Administrator, Campaign management tools, Scripts, Five9 Framework Components (such as Multi-Protocol Label Switching (MPLS), CRM integrations, IVA, etc.) or similar solutions. Additional Information: 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 everythingfrom 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 accelerating 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 worlds 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. About Our Company | Accenture Qualification Experience:4-8 years Educational Qualification:Engineering Degree or MBA from a tier 1 institute

The Strategy & Consulting Global Network SONG Practice | Genesys Job Title - Genesys_Level 11-Analyst _Entity (S&C GN) Management Level :Level 11-Analyst Location:Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must have skills:Genesys Cloud, Contact Center Analyst/Consultant, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead Good to have skills:Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.) 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: Genesys- Solution Consulting, Pre-Sales & Implementation | Level: Analyst/ Consultant | Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 2-8 years Explore an Exciting Career at Accenture Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challengesDo you want to design, build and implement strategies to enhance business performanceDoes 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 Global Networks SONG practice. The Strategy & Consulting Global Network 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 Marketing Transformation, Connected Commerce and Advanced Customer Engagement. 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 Functional Experience :Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions Industry Experience :Knowledge & Experience in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources Use in depth understanding of Genesys Cloud/Engage :Ability to work in high-paced and complex projects. Apply understanding of CC Customer Service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.) Deploy thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate Bring your best skills forward to excel at the role: Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud/Engage. Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services Integration of Genesys cloud CX with enterprise systems Developing custom applications using Genesys platform SDK/APIs Work Experience related to CICD tools. Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...), quality monitoring, WFM, Gamification, BYOC Edges, Recording etc. Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms. Read about us Blogs Your experience counts! Engineering Degree or MBA from a tier 1 institute Minimum 2 to 8 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Cloud/Engage suite. Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development. Whats 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 everythingfrom 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: www.accenture.com About Accenture Strategy & Consulting Global Network: 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/in-en/careers Accenture Global Network Song | Accenture in One Word come and be a part of our team.Qualification Experience:Minimum 2 year(s) of experience is required Educational Qualification:Engineering Degree or MBA from a tier 1 institute

Job Title :Genesys_Level 7_Manager_(Entity -S&C GN) Management Level :Level 7 - Manager Location :Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must have skills : Genesys Cloud, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, Industry Solutions Consulting Good to have skills : Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.) Job Summary :Join our team of SONG consultants who solve customer-facing challenges at clients spanning sales, service, and marketing to accelerate business change. The Strategy & Consulting Global Network 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 Marketing Transformation, Connected Commerce, and Advanced Customer Engagement. 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. Roles & Responsibilities : Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs. Create business case and strategic transformation roadmap based on market trends. Help sell and deliver Genesys contact center solutions to clients:Product overview, Partner readiness support, pricing, documentation, first call presentations. Drive Partner support activities:A strong focus on nurturing deeper, more strategic relationships with key parties. Develop requirements based on leadership input:Performance/Status reporting, Problem Solving and Conflict Management. Professional & Technical Skills : Experience working with Customer Service Operations:Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements. Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing:Experience in Genesys Cloud/Engage suite. In-depth knowledge and know-how of Customer Service Operations:Cross-industry experience, functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like Genesys Administrator & Architect/Composer/Designer. Proactively identifying customer needs through a technical benefits assessment:Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions. Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics:This includes pricing strategy of different Genesys on-premises and cloud solutions and providing detailed TCO. Experience in Genesys Cloud administration & application experience:Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions. Additional Information : 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 everythingfrom 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 accelerating 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 worlds 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. About Our Company | AccentureQualification Experience :8+ years Educational Qualification :MBA from a tier 1 institute

Skill required: User-Generated Content Moderation - Content management Designation: Service Delivery Ops Senior Analyst Qualifications: Master of Business Administration Years of Experience: 5 to 8 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do The Real-Time Management (RTM) Analyst/Lead is responsible for monitoring and managing intraday performance to ensure operational efficiency and service level adherence. This role involves real-time tracking of workforce metrics, identifying deviations, and implementing immediate corrective actions. You will be responsible for analyzing and reviewing user profiles, audio, videos, and text-based content and/or investigating, escalating and/or resolving issues that are reported by users or flagged by the system. Due to the nature of the role, the individual may be exposed to flashing lights or contrasting light and dark patterns.Additionally, the RTM Analyst plays a key role in incident management by assessing and responding to system outages, spikes in volume, and other operational disruptions.Content moderation is meaningful work that helps keep the internet safe. It may also be challenging, at times. In the context of this role, individuals may be directly or inadvertently exposed to potentially objectionable and sensitive content (e.g., graphic, violent, sexual, or egregious). Therefore, content moderators need strong resilience and coping skills. We care for the health and well-being of our people and provide the support and resources needed to perform their role responsibilities. Active participation in Accentures well-being support program, designed specifically for the Trust & Safety community, provides valuable skills to promote individual and collective well-being. Organize, categorize and publish content and information using specific tools and channels, for use by different groups and individuals within the organization. What are we looking for 3-5 years of experience in Real-Time Management, Workforce Management, or Contact Center Operations.Strong analytical skills with proficiency in real-time reporting tools and workforce management platforms (e.g., NICE, Verint, IEX, or Genesys).Ability to work under pressure and make quick, data-driven decisions in fast-paced environments.Excellent communication and stakeholder management skills.Experience in incident management, including root cause analysis and escalation protocols.Understanding of workforce optimization strategies, including shrinkage management, occupancy, and utilization.Flexibility to work in shifts, including weekends or 24/7 operations, if required.Review, classify and/or remove content according to client guidelines, using specific tools and channelsUnderstand and remain updated on changing client policies and guidelinesInvestigate, resolve, and relay complex content issues to the broader Trust and Safety teamStrong coping, emotional resilience, and stress-management skillsExcellent comprehension, communication skillsAbility to perform duties objectively, devoid of inherent biases or personal beliefs, in the best interest of client policiesStrong attention to detailComfort synthesizing and analyzing information from multiple streamsStrong critical thinking and decision-making skills Roles and Responsibilities: Intraday Monitoring & ReportingContinuously monitor real-time performance metrics, including service levels, queue volumes, and agent adherence.Identify and address deviations from staffing plans, ensuring minimal impact on operational KPIs.Generate and distribute intraday performance reports with key insights and actionable recommendations.Communicate real-time updates on trends, SLA risks, and performance concerns to stakeholders, including Operations, Workforce Management, and Client Teams.Optimize resource allocation by adjusting schedules, reallocating tasks, and managing shrinkage in real time.Incident Management & EscalationAct as the first point of contact for operational incidents, such as system outages, tool downtimes, or unplanned volume surges.Coordinate with IT, Operations, and Vendor Management teams to escalate and resolve incidents promptly.Implement contingency plans to mitigate impact on service delivery during disruptions.Maintain an incident log with root cause analysis, resolution timelines, and preventive measures.Conduct post-incident reviews to improve response strategies and minimize recurrence.Stakeholder Collaboration & CommunicationWork closely with Operations and Workforce Planning teams to align real-time decisions with long-term staffing strategies.Provide data-driven insights and recommendations during WBR (Weekly Business Reviews) and MBR (Monthly Business Reviews).Ensure effective communication across teams to facilitate proactive decision-making and minimize downtime. Qualification Master of Business Administration

Job Title - (Genesys)+(Level 7-Manager)+(Entity -S&C GN) Management Level: 7-Manager Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must-have skills: Genesys, Genesys pure cloud, Genesys cloud Good to have skills: Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.) Job Summary : This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions. Roles & Responsibilities: Develop and execute technology transformation strategies, oversee implementation projects, and optimize digital capabilities for business efficiency. 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 Functional Experience :Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs Industry Experience Experience & Specialization in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources. Understand market and customer challenges: Create business case and strategic transformation roadmap based on market trends. Help sell and deliver Genesys contact center solutions to clients: Product overview, Partner readiness support, pricing, documentation, first call presentations Drive Partner support activities: A strong focus on nurturing deeper, more strategic relationships with key parties Develop requirements based on leadership input: Performance/Status reporting, Problem Solving and Conflict Management Bring your best skills forward to excel at the role: Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements. Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite. In-depth knowledge and know-how of Customer Service Operations: Cross-industry experience, functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like Genesys Administrator & Architect/Composer/Designer. Proactively identifying customer needs through a technical benefits assessment: Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions. Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics: This includes pricing strategy of different Genesys on-premises and cloud solutions and providing detailed TCO Experience in Genesys Cloud administration & application experience: Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions. Professional & Technical Skills: - Relevant experience in the required domain. - Strong analytical, problem-solving, and communication skills. - Ability to work in a fast-paced, dynamic environment. Additional Information: - Opportunity to work on innovative projects. - Career growth and leadership exposure. About Our Company | Accenture Qualification Experience: 8+Years Educational Qualification: MBA from a tier 1 institute

Job Title :Five9_Level 7_Manager_(Entity -S&C GN) Management Level :Level 7 - Manager Location :Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must have skills : Five9, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, , Industry Solutions Consulting Good to have skills : Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Genesys Cloud, Genesys Engage, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.) Job Summary :Join our team of SONG consultants who solve customer-facing challenges with clients spanning sales, service, and marketing to accelerate business change. The Strategy & Consulting Global Network 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 Marketing Transformation, Connected Commerce, and Advanced Customer Engagement. 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. Roles & Responsibilities : Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs. Create business case and strategic transformation roadmap based on market trends. Help sell and deliver Five9 contact center solutions to clients:Product overview, Partner readiness support, pricing, documentation, first call presentations. Drive Partner support activities:A strong focus on nurturing deeper, more strategic relationships with key parties. Develop requirements based on leadership input:Performance/Status reporting, Problem Solving and Conflict Management. Professional & Technical Skills : Experience working with Customer Service Operations:Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements. Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing:Experience in Five9. In-depth knowledge and know-how of Customer Service Operations:Cross-industry experience, functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like VCC Administrator, Campaigns and IVR scripts. Proactively identifying customer needs through a technical benefits assessment:Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions. Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics:This includes pricing strategy of different on-premises and cloud solutions and providing detailed TCO. Experience in VCC administration & application experience:Use VCC Administrator, Campaign management tools, Scripts, Five9 Framework Components (such as Multi-Protocol Label Switching (MPLS), CRM integrations, IVA, etc.) or similar solutions. Additional Information : 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 everythingfrom 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 accelerating 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 worlds 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. About Our Company | Accenture Qualification Experience :8+ years Educational Qualification :MBA from a tier 1 institute

Job Title - GN - SONG - Service - Genesys - Analyst Management Level: 11-Analyst Location: Bengaluru, BDC7A Must-have skills: Genesys Framework Good to have skills: Knowledge of emerging technologies, cloud computing, and cybersecurity best practices. Job Summary : This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions. Roles & Responsibilities: Develop and execute technology transformation strategies, oversee implementation projects, and optimize digital capabilities for business efficiency. 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 Use in depth understanding of Genesys Engage/Pure Cloud:Ability to work in high-paced and complex projects Apply understanding of industry specific Customer Service processes:Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.) Deploy thorough understanding of Genesys Framework:Leading-edge expertise in implementing multichannel center applications using Genesys tools including Composer, Designer, GAX etc. Bring your best skills forward to excel at the roleAbility to use technical exposure to contact center and overall customer service areas:In depth understanding of Genesys Engage/Pure Cloud. Easily work in high-paced and complex projects:Use understanding of industry specific Customer Service processes, operations, and functional needs Deploy a strong designing skill:Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...) Maximize application design and development experience:Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms. Professional & Technical Skills: - Relevant experience in the required domain. - Strong analytical, problem-solving, and communication skills. - Ability to work in a fast-paced, dynamic environment. Additional Information: - Opportunity to work on innovative projects. - Career growth and leadership exposure. About Our Company | Accenture Qualification Experience: 3 to 5 Years Educational Qualification: BE Btech

Project Role : Application Developer Project Role Description : Design, build and configure applications to meet business process and application requirements. Must have skills : Contact Center Technology Implementation Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time educationKey Responsibilities :- Key Responsibilities:Voice Channel Development:Design and customize voice applications in Genesys Cloud CX. Develop IVR (Interactive Voice Response) systems and call routing strategies. Integrate voice channels with CRM systems and backend services. Troubleshoot and resolve voice-related issues. Optimize voice channel performance and availability. Chat and SMS Channel Development:Configure and integrate chat and SMS functionalities within Genesys Cloud CX. Develop and maintain chatbots using NLP and AI tools. Design intelligent routing for chat and SMS to improve agent engagement. Build custom workflows using APIs and SDKs for chat and SMS interactions. Custom Solutions and Integrations:Build custom solutions using APIs, webhooks, and other technologies. Develop connectors and integrate third-party applications, databases, and systems. Customize workflows with scripting languages like JavaScript or Java. Technical Experience :- Experience with Genesys Cloud CX (Voice, Chat, SMS). Strong knowledge of Genesys Cloud Architect and Flow Designer. Experience with Genesys Cloud APIs, webhooks, and SDKs. Proficiency in JavaScript or Java for custom solutions. Experience with IVR systems, chatbots, and NLP tools. Ability to troubleshoot and optimize complex communication workflows. Strong communication skills and ability to collaborate with cross-functional teams.Professional Experience and Educational Qualification :- 3 -4 years experience on Genesys Cloud CX with regular 15 year full time education. Qualification 15 years full time education

Project Role : Application Developer Project Role Description : Design, build and configure applications to meet business process and application requirements. Must have skills : Genesys Cloud CX Good to have skills : NAMinimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Developer, you will design, build, and configure applications to meet business process and application requirements. A typical day involves collaborating with team members to understand project needs, developing innovative solutions, and ensuring that applications function seamlessly to enhance user experience and operational efficiency. You will engage in problem-solving discussions, contribute to project planning, and implement best practices in application development to support the organization's goals. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Assist in the documentation of application processes and workflows.- Engage in continuous learning to stay updated with industry trends and technologies. Professional & Technical Skills: - Must To Have Skills: Proficiency in Genesys Cloud CX.- Strong understanding of application development methodologies.- Experience with cloud-based application deployment and management.- Familiarity with integration techniques for various software applications.- Ability to troubleshoot and resolve application issues effectively. Additional Information:- The candidate should have minimum 3 years of experience in Genesys Cloud CX.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 15 years full time education

Role & responsibilities The Project Manager leads the team through the project life cycle by establishing a plan that maximises value to the stakeholders, ensuring the execution of that plan and tracking the teams performance against it. The project manager ensures that the project is optimised to prioritise value within balanced constraints and manages expectations through changing environments. Primary Responsibilities: • Define project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility and that reasonable commitments are made. • Develop and maintain detailed project plans, schedules, and milestones to track progress, adapting plans as required. • Organise project tasks and allocate resources, ensuring that projects are delivered on-time, within scope, and budget. • Implement and maintain the project governance structure, ensuring alignment with organisational policies and standards. • Manage changes to the project scope, schedule, and costs using appropriate change control processes and tools. • Collect, analyse, and utilise project data to inform decision-making and drive project performance. • Manage project financials, including budgeting, forecasting, and financial reporting, ensuring alignment with business objectives. • Implement and monitor quality assurance processes, ensuring project deliverables meet the required quality standards. • Identify, manage, and mitigate project risks and resolve issues, maintaining a risk register and issue log. • Engage, manage, and communicate effectively with customers and other stakeholders, managing their expectations throughout the project lifecycle. • Identify, track, and realise project benefits, ensuring alignment with organisational strategy and customer expectations. • Manage project handover, ensuring a smooth transition to operations, including training and support documentation. Preferred candidate profile Strong knowledge of project management methodologies, tools, and techniques. Professional Project Management and Agile certification (e.g. PMP, PMI-ACP, Scrum Master) 4 years+ experience working as a project manager Demonstrable experience in managing projects from initiation to completion. Excellent organizational and time management skills, with the ability to manage multiple tasks concurrently. Proficiency in using project management software and tools, such as Microsoft Project or similar. Solid understanding of budgeting, financial reporting, and resource allocation. Must have Hands-on experience in delivering medium to high complexity Contact Center projects using Genesys/NICE InContact or other prevailing contact center platforms. Sound understanding of basic contact center terminologies, must possess basic knowledge of SIP trunk, SBC, Audio Codes, IVR Flow. Understanding of Digital Integrations will be preferred.

About The Role Job Purpose Wipro is currently look for an experienced Program Manager to join our ranks. The Program Manager will be responsible for the overall technical transformation implementation at the client end. ? Objectives of this role - Strategize, implement, and maintain program initiatives that adhere to organizational and client objectives. - Develop program assessment protocols for evaluation and improvement of Digital Transformation projects. - Maintain organizational standards of satisfaction, quality, and performance. - Oversee multiple project teams, ensuring program goals are reached. - Manage budget and funding channels for maximum productivity. ? Roles and Responsibilities - Collaborate with cross-functional teams and business stakeholders, including software engineers, data analysts, product managers, and operations teams, to design and improve end-to-end processes for operations. - Lead process improvement initiatives by identifying areas for enhancement, conducting data analysis, and developing actionable recommendations as per the business and industry standards. - Design and Drive large Transformation initiatives which may include automation, RPA, AI/GenAI, Chatbots, CX tools like agent assist, workflow orchestration, Quality management tools etc. - Drive automation initiatives by leveraging technology and process optimization to streamline manual tasks and improve overall productivity. - Stay updated on industry trends, emerging technologies, and regulatory changes related to banking operations and process optimization and apply this knowledge to improve business initiatives. - Drive regular project meetings & ensure transformation initiatives are driven to completion. - Manage discussions with required stakeholders for on various aspects of the program for timely follow up till closure. - Performs Quality Control via reviews of the design created by Functional Consultant and Tech Architect - Responsible for receiving the sign-off on the design, UAT and Hypercare from the customer - Establish working relationships and routinely interface with project sponsors, business stakeholders & technology partners. ? Required skills and qualifications - 5+ years of experience in an upper-management role, preferably in program management. - Exceptional skills in leadership, time management, facilitation, and organization. - Core experience in Digital Transformation in Telecom order management and front office processes with the tools/ solutions mentioned in role and responsibilities. - Experience in managing stakeholders (internal and external). - Outstanding knowledge of change management principles and performance evaluation processes. ? Good to have skills and Experience: - PMP Certified is added advantage. - Technical understanding of various Platform architecture and product features Genesys, SFDC, ServiceNow etc - Current Technological landscape understanding and stays abreast of current technologies like AI/GenAI etc." Mandatory Skills: Delivery Management. Experience>10 YEARS. Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.

Skill : Google Dialog Flow Developer/ Lead Experience : 3 Years - 12 Years Location : PAN India. Job Description: 1. Experience building call center / collaboration / telephony platforms in a Cloud or On-Premises environment 2. Hands on Experience building Bots using Google DF Platform and integrate with Genesys PureCloud or any IVR system 3. Experience using Google DF and REST API for building the Bots 4. Working Experience in Google dialog workflows for interaction and routing 5. Development experience in Java, node.js would be must for Integration 6. Experience in integrating to Core platforms for Self-services in IVR, Bot etc., by developing REST API's using Node JS 7. Knowledge in Contact center technologies (including CRM and WFM) would be an added advantage 8. Experience in DevOps deployment pipes in MS Azure or AWS, would be must for this role 9. Experience in Agile frameworks, story boards, projects would be an added advantage 10. Knowledge on various components of Google CCAI.

Skill : Google Dialog Flow/GDF Developer Experience: 3 Years - 12 Years Location - PAN India Job Summary 1. Experience building call center / collaboration / telephony platforms in a Cloud or On-Premises environment 2. Hands on Experience building Bots using Google DF Platform and integrate with Genesys PureCloud or any IVR system 3. Experience using Google DF and REST API for building the Bots 4. Working Experience in Google dialog workflows for interaction and routing 5. Development experience in Java, node.js would be must for Integration 6. Experience in integrating to Core platforms for Self-services in IVR, Bot etc., by developing REST API's using Node JS 7. Knowledge in Contact center technologies (including CRM and WFM) would be an added advantage 8. Experience in DevOps deployment pipes in MS Azure or AWS, would be must for this role 9. Experience in Agile frameworks, story boards, projects would be an added advantage 10. Knowledge on various components of Google CCAI.

Skill required: Tech for Operations - Product Development Management Designation: App Automation Eng Senior Manager Qualifications: Any Graduation Years of Experience: 15 to 25 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be part of the Technology for Operations team that acts as a trusted advisor and partner to Accenture Operations. The team provides innovative and secure technologies to help clients build an intelligent operating model and drive exceptional results. Overall 15+ years of delivery and software implementation experience, good exposure in Customer Operations and Sales Operations domainSignificant and varied technology implementation experience in Customer Operations landscape for large clients enabling automation, digital adoption and customer successExperience in implementing in-house assets and third-party products such as AWS Connect, Genesys Cloud, Salesforce, Zendesk etc. and working closely with product vendors would be highly desirable Possesses strong analytical and problem-solving skills, with the ability to identify and resolve complex issues to closure in a timely mannerShould be assertive and have latitude in decision-making and determination of objectives and approaches to critical assignmentsCollaborate effectively with cross-functional teams and stakeholders across different levels of the organization (both internal and external)Excellent communication, executive presentation, and highly refined interpersonal skillsDriven to make customers successful, regardless of challenges or obstacles and be result-orientedUnderstand business processes and interactions with IT systems/ERPAbility to assess risks proactively and mitigate those in a timely manner What are we looking for Overall 15+ years of delivery and software implementation experience, good exposure in Customer Operations and Sales Operations domain Significant and varied technology implementation experience in Customer Operations landscape for large clients enabling automation, digital adoption and customer success Experience in implementing in-house assets and third-party products such as AWS Connect, Genesys Cloud, Salesforce, Zendesk etc. and working closely with product vendors would be highly desirable Possesses strong analytical and problem-solving skills, with the ability to identify and resolve complex issues to closure in a timely manner Should be assertive and have latitude in decision-making and determination of objectives and approaches to critical assignments Collaborate effectively with cross-functional teams and stakeholders across different levels of the organization Excellent communication, executive presentation, and highly refined interpersonal skills Driven to make customers successful, regardless of challenges or obstacles and be result-oriented Understand business processes and interactions with IT systems/ERP Ability to assess risks proactively and mitigate in a timely manner Roles and Responsibilities: In this role you are required to deliver technological solutions to our clients by working closely with Operations delivery and transformation teams to maximize intended operational and business benefits effectivelyRequires involvement in setting strategic directions to establish near-term goals for area(s) of responsibility and should drive asset adoption activelyInteraction with senior management levels at client and/or within Accenture, involving negotiating or influencing on design aspects, product roadmap definition and in realizing outcomesManages teams effectively and motivates through personal excellenceTakes full responsibility to resolve any issues in delivery in a timely manner by liaising with necessary stakeholders successfullyManages the Product Managers/Leads for each individual technology component of the solution.Participate in regular periodic status calls with account leadership and Steering CommitteeLocation :Role is based in Bangalore, but other locations considered for exceptional candidates. This role will require daily coordination among stakeholders in India, Europe, Philippines, and North America. Qualification Any Graduation

Key Responsibilities: Develop and maintain accurate forecasts for call volume, headcount, and capacity planning. Create and manage agent schedules, shift rosters, and staffing models in alignment with business needs. Monitor real-time operations to ensure optimal utilization and adherence to schedules. Track key WFM metrics such as service levels, shrinkage, occupancy, and adherence. Work closely with operations, HR, and training teams for effective manpower planning and shift management. Analyze performance data to identify trends and provide actionable insights for process improvement. Ensure timely communication of schedule changes, staffing requirements, and downtime updates. Assist in WFM tool configuration and reporting (e.g., NICE, IEX, Aspect, Genesys, etc.). Prepare dashboards, daily/weekly/monthly reports for management review.

Contact: Khushi@wissenpro.com | 8712650628 Open Positions: Analyst Planning & Scheduling Sr. Supervisor WFM / RTM / RTA Analyst - Forecasting Sr. Planning Analyst Intraday Supervisor - RTM RTA - Real Time Analyst Supervisor - Planning & Scheduling Requirements: Hands-on with tools: IEX, Alvaria, Aspect, NICE, Avaya, Teleopti, Verint, CMS Expertise in Planning, Forecasting, RTA, Scheduling Excellent communication, Excel, & presentation skills Comfortable with US Shifts Reach out now to apply or refer!

Contact: Khushi@wissenpro.com | 8712650628 Open Positions: Analyst Planning & Scheduling Sr. Supervisor WFM / RTM / RTA Analyst - Forecasting Sr. Planning Analyst Intraday Supervisor - RTM RTA - Real Time Analyst Supervisor - Planning & Scheduling Requirements: Hands-on with tools: IEX, Alvaria, Aspect, NICE, Avaya, Teleopti, Verint, CMS Expertise in Planning, Forecasting, RTA, Scheduling Excellent communication, Excel, & presentation skills Comfortable with US Shifts Reach out now to apply or refer!

Role & responsibilities We are looking for a detail-oriented and technically proficient WFM Reporting Specialist to join our internal Workforce Management team. In this role, you will be responsible for delivering accurate, insightful, and timely workforce reports and dashboards to support capacity planning, real-time management, and performance tracking. Experience with the Genesys WFM platform is mandatory , as you will work extensively within this environment to extract, analyze, and report data. Roles and Responsibilities: - Design, develop, and maintain automated and ad-hoc WFM reports and dashboards related to staffing, scheduling, adherence, shrinkage, occupancy, and performance metrics. - Extract and analyse data from the Genesys WFM platform , ensuring accuracy and alignment with business needs. - Collaborate with WFM planners, real-time analysts, and operations teams to understand reporting requirements and drive data-driven decisions. - Ensure consistency, integrity, and accuracy of all reporting outputs through regular validation and reconciliation processes. - Support capacity planning and forecasting cycles with historical data analysis and trend reporting. - Provide insights and variance analysis to explain operational deviations and support process improvements. - Assist in report automation and integration with BI tools (e.g., Power BI, Tableau) in collaboration with IT or analytics teams. - Create and maintain documentation for reporting processes and data sources. Mandatory Skills: Strong knowledge of WFM metrics: SLA, AHT, occupancy, shrinkage, schedule adherence, etc. - Advanced Excel skills (pivot tables, macros, complex formulas). - Experience creating dashboards and visual reports using Power BI, Tableau, or similar tools. - Strong analytical and problem-solving abilities. - Excellent communication skills to present insights and collaborate with stakeholders. - Desired Skills: - Questioning, Reasoning and Analytical - Ability to read and interpret and apply insights and recommendations - Experience creating dashboards and visual reports using Power BI, Tableau, or similar tools. - Familiarity with additional WFM tools like Verint, NICE IEX, or Aspect. Qualification: Any Graduate Total industry Experience 6+ years with minimum 4 years as a Reporting Specialist Please share your profile at surbhi.malhotra@nlbtech.com

NCR Atleos Network and Security Engineer role provides second level technical trouble support and the processing of alerts that could be the first sign of network and security incidents. The analyst is expected to have a solid understanding of basic network security that consists of the following but is not limited to firewalls, Switches, Wireless, VPN concentrators, SSL-VPN devices, IPS, reverse proxies, etc. The individual in this position will focus on network security and connectivity between NCR and non-NCR devices (customers, partners, Internet.) This position will be supporting remote site networks including secured segments in this remote networks. Overview Primary responsibility for a Primarily Geneys Purecloud and secondly a Cisco UCM Administrator and Cisco CUBE Administrator to support all aspects of the corporate IP Telephony infrastructure and systems. Additional responsibility for legacy corporate telecommunications infrastructure. Key Responsibilities Primary duties would be to manage, administer, and implement all aspects of the Genesys Purecloud environment. This includes call flows, call routing, troubleshooting, number management, queues, skills, data tables, etc. Preferred secondary skills would include corporate Unified Communications infrastructure including Cisco Call Manager, Cisco Unity Connection voicemail, eFax faxing solution, , Cisco Voice Gateways, Cisco Voice Routers, Cisco CUBE, Expressway, and Jabber. Manage and administer all aspects of Genesys Purecloud and/or its predecessors and associated platforms such as Pure Connect, Pure Engage, Interaction Center. Advanced knowledge of telecommunications, network and server related technologies. Must be knowledgeable in IP networking, LAN/WAN, VoIP, routers, switches, firewalls and VPNs and Cloud telephony including UCaaS and CCaaS. Advanced level problem solving and analytical skills. Insure the efficient and effective operation of the IP communication technology areas of NCR Atleos. Review and recommend improvements to operating policies and procedures and direct the proper implementation and maintenance of approved changes. Ensure effective management and monitoring of systems that comprise the layered security model that protects corporate network assets. Ensure that all IP telecommunication technology functions are being completed in accordance to regulatory and procedural guidelines. Disaster recovery and backup responsibilities for both Genesys and Cisco UCM. Participate in the development of the business disaster recovery plan for employee computing and local area networks throughout Cardtronics Corporation. Participate in the execution of disaster procedures should such an event occur needing new equipment or a reload of current software. Receive assignments from the Voice Services Manager or Voice Services Architect in the form of projects with general objectives defined. Work independently on developing project priorities and implementation schedules. Keep manager advised of progress of all projects on a timely basis. Perform other duties as requested by supervisor. Perform duties generally expected of administrative staff employees. Excellent written and verbal communication skills. Advanced project management skills. Ability to work independently, with little direction. Ability to develop plans for the implementation of telecommunications hardware, software and applications. Strong presentations skills, ability to provide presentations to management and training for internal and external customers. Ability to work provide 24x7 support as required. Qualifications/Experience: Associate Degree or the Equivalent Experience. Specialty: information or computer technology, or business administration. (Required) 3 or more years Operation, configuration, customization, and/or maintenance of Genesys Purecloud. (Required) 3 or more years Cisco, Microsoft TCP/IP internetworking, switching, routing, and server infrastructure. (Preferred) 3 or more years Monitoring and managing Cisco UC network (Preferred) Certifications Preferred Genesys Cloud CX: Professional Certification (GCX-GCP) Genesys Cloud CX: Developer Certification (GCX-GCD) Genesys Cloud CX Specialist Certifications Cisco CCNA Voice/Collaboration Cisco CCNP Voice/Collaboration

Qualifications - - Undergraduate degree or equivalent experience. 3 - 5 years of experience in testing Genesys IVR applications and Conversational AI applications (including Voice BOT). • 3+ years of experience in IVR Testing Tools - CYARA Velocity, CYARA Virtual Agent and CYARA Cruncher. • Knowledge on Python coding is preferable. • Hands-on experience in Voice BOT / NLU Testing • Hands-on experience on Text-to-speech augmentation. • Hands on experience on SSML tags, Audio Augmentation • Functional Testcase and Test data preparation. • Experience with Splunk queries and log validations. • Experience in call routing and skill-based testing. • Attention to details, strong work ethic and result orientation • Excellent communication skills with ability to work independently and as part of a team. • Proven experience identifying and managing risks. • Flexibility to support and manage multiple projects/deadlines simultaneously. • Ability to occasional work evening and weekend hours as required to support system deployments