270 Ivr Jobs - Page 9

The Salesforce Quality Assurance Consultant will be responsible for bringing quality to Salesforce projects by understanding the requirements, design, and solution followed by creating a plan suitable to perform QA for the projects, within the strict timelines. You will contribute to standardise the growing QA practise. We are building a best-in-class team and this role will have the opportunity to make significant contributions to our success by working with the rest of our talented team, exciting customers, and partnering closely with our AI Team Required Skills 2+ year of experience working as a Quality Assurance Engineer Experience with Salesforce Sales, Service, or Experience Cloud Salesforce.com domain knowledge is a plus (ex: Field Service, Bots, etc) Testing against feature stories (with or without defined requirements) Documenting test results in a structured, detailed fashion Able to prioritize defects focusing on the most important ones first Filing detailed issue reports with clear repro steps Browser/device testing, API testing Developing QA plans for features or projects Understanding of SDLC methodologies (Agile, Waterfall, Hybrid) and the testers role in the process and usage of tools like JIRA Salesforce Administrator certification Knowledge on Chatbots and IVR are a plus Soft Skill Requirements Experience in automation testing using any tool Comfortable presenting remotely and in person to manager-level and below. Comfortable leading user story grooming sessions Comfortable speaking to what is built both internally and externally Ability to comfortably speak to industry best practices and guide the client towards those best practices Highly organized Responsibilities Assessing requirements or features to identify areas to test Writing test cases based on requirements, executing them, maintaining requirement traceability, logging JIRA. Adapting to and learn to work with different technologies and team contexts Communicating sensitively to different client/team norms and communication style Support and coordinate and System Integration Testing (SIT) and User Acceptance Testing (UAT) for defects and new requirements Ability to explain the UAT testing process to the customer Partner with someone more senior who will assign tasks and support. Reaching out within the team for clarification when you are unsure of how to proceed Connecting with client/project teams to ask questions and follow up as needed Publish testing status, defects to stakeholders Occasionally participating in client meetings to explain your findings Occasionally serving as a primary client contact for a small project, or while leads are unavailable What s it like to be a part of NeuraFlash Remote In-Person: Whether you work out of our HQ in Massachusetts, one of our regional hubs, or you're one of over half of our NeuraFlash Family who work remotely, we're focused on keeping everyone connected and unified as one team. Travel: Get ready to pack your bags and hit the road! For certain roles, travel is an exciting part of the job, with an anticipated travel commitment of up to 25%. So, if you have a passion for adventure and dont mind a little jet-setting, this opportunity could be your ticket to exploring new places while making a positive impact on clients. Flexibility: Do you have to take the dog to the vet, pick up the kids from school, or the in-laws from the airportWe know that a perfect 9-5 isn t possible. So you have to jump out to do any of those, no problem! We build a culture of trust and understanding. We value good work not the hours in which you get it done Collaboration: You have a voice here! If you work with a team of smart people like we do, it s a no-brainer to take suggestions and feedback on how to keep NeuraFlash thriving. Our executive team holds town halls company meetings where they address any suggestions or questions asked, no matter how big or small. Celebrate Often: We take our work seriously, but we don t take ourselves too seriously. Whether it is an arm wrestling contest, costume party, or ugly holiday sweaters our teams love to have fun. And while we work hard, we don t forget to slow down and celebrate the big things and the small things together

Genesys Sr. Developer Exp.:- 5+ years Location:- Pune, Hyderabad, Chennai IVR, Bots, Routing, CTI, Agent Desktop, Dialers, Live Chat, WFM Genesys API's and integration with 3rd party solutions and CRM's Drop your resume:- sneha.parashar@biitservices

Enterprise Account Manager / Sr. Manager_Bangalore - IT Combine | Global IT Solutions | Tech Hiring | Web Design | Mobile Application Development | Video Motion Graphics Development For Queries Call Us @ Enterprise Account Manager / Sr. Manager_Bangalore Enterprise Account Manager / Sr. Manager_Bangalore Responsibilities: Manage sales funnel from lead generation to PO execution Work with SD to build pipeline, while also generating your own pipeline Establish, develop and grow your pipeline online Focus on understanding an organizations business drivers, challenges, pain points, and how Panayas solution map to these Facilitate internal resources necessary to further the sales cycle such as Executives, Presales, Sales Development, Product Management, Marketing etc. Ability to run product demonstration online and offline Achieve quarterly targets and other KPI metrics Follow a well-defined qualification process, sales motion and closing process Travel for training, trade shows, meetings is require Required Qualifications Skills Min. 5 years of demonstrable track record of success within new Business Generation, SME and Enterprise Inside Sales, including self-generated outbound leads within the Enterprise space Experience within the SaaS market/or Enterprise Software Thorough understanding of the sales 2.x process and ability to navigate the sales cycles effectively Knowledge About IVR, OBD, SMPP, C2C, VOIP products are must. Outstanding online presentation and demonstration skills Excellent listening, communication, verbal, and written skills Able to adapt to a constantly changing environment; flexible to work extended hours during peak periods if needed Self-motivated, persistent and dependable is a must. Good understading of Voice SMS industry Hunting role in large accounts (with inbound leads support for Small Business). Key Focus on hunting new Logos Good Connect with the CXO level from Fintech, BFSI, Ecomm, Retail industry. Need to have good communication skill (preferrably south languages such as Kannada Tamil is a plus) Handling CXO level conversations and pitching our product to them

Company Description Inextrix Technologies Pvt. Ltd. (ITPL) is a leading IT company that has been providing communication solutions since 2010. Located in Ahmedabad, we specialize in VOIP Solutions, Web Applications, Mobile Applications, and Graphic designs. With a diverse product line ranging from IP PBX, VoIP Billing, Class 4/Class 5 Softswitch, Caland Contact Center Software, Custom IVR, Predictive dialers, Voice Mail, Video & audio conferencing solutions, Click to Call, and many more, our mission is to create innovative, cost-effective technology solutions that enhance your business, keeping in mind that your profitability comes first. We provide "Under 1 Roof Solutions" to our Customers through our expertise in VOIP, Web Development, Mobile Development, and Graphic Design. Each solution is tailored to our customers specific needs. Responsibilities Familiarizing yourself with alproducts and services offered by our company. Attending networking activities to research and connect with prospective clients. Maintaining meaningfurelationships with existing clients to ensure that they are retained. Suggesting upgrades or added products and services that may be of interest to clients. Crafting business proposals and contracts to draw in more revenue from clients. Negotiating with clients to secure the most attractive prices. Equipping staff with the technicaand sociaskills needed to enhance sales. Reviewing clients feedback and implementing necessary changes. Remaining in tune with trends in consumption to ensure that our offerings remain relevant. Requirements Degree in marketing, business administration, or similar. 5 years experience (Voip) industry related business development Strong communication skills and IT fluency. Ability to manage complex projects and multi-task. Excellent organizationaskills. Ability to flourish with minimaguidance, be proactive, and handle uncertainty. Proficient in Word, Excel, Outlook, and PowerPoint. Comfortable using a computer for various tasks. Experience: - 5 Years Location: - Ahmedabad

Job Summary:We are seeking an experienced and proactive Support Operations Manager to oversee and coordinate the support operations for our Contact Center customers. The ideal candidate will have a strong background in contact center support, excellent customer handling skills, and the ability to lead and manage a support team effectively. This role requires someone with a deep understanding of contact center technologies and processes, with a focus on ensuring high-quality support and customer satisfaction.Key Responsibilities:Team Leadership: Lead and mentor the support team, ensuring high performance and professional growth in managing day-to-day contact center operations.Customer Interaction: Serve as the primary point of contact for customers, ensuring timely resolution of technical issues and maintaining high levels of customer satisfaction throughout the support lifecycle.Issue Resolution: Oversee troubleshooting and problem-solving for technical issues related to contact center software, hardware, network, and integrations, ensuring minimal downtime.Escalation Management: Handle escalated customer issues and provide advanced troubleshooting support when required, ensuring quick and effective resolutions.Performance Metrics: Monitor and report on key performance indicators (KPIs) related to support operations, such as response time, resolution time, and customer satisfaction levels.Process Improvement: Develop and implement best practices, policies, and procedures to improve support efficiency and service quality within contact center operations.Vendor Coordination: Coordinate with external vendors and service providers for software support and maintenance relevant to the contact center environment.Training and Development: Provide ongoing training and development for the support team to improve their technical proficiency and customer service skills.Documentation: Ensure all incidents, requests, and resolutions are properly documented and maintained in the service management system for accurate reporting and analysis.Customer Reporting: Provide regular updates and reports to customers regarding support issues, system performance, and any ongoing service improvements.Key Requirements:Bachelor s degree in Information Technology, Computer Science, or a related field.10+ years of experience in contact center support or IT support operations, with at least 2 years in a managerial role.Strong technical knowledge in contact center software, hardware, and network troubleshooting.Proven experience in customer handling, issue resolution, and maintaining high levels of customer satisfaction.Leadership and team management skills, with the ability to inspire and motivate a support team.Proficiency in IT support tools, ticketing systems, and ITIL best practices.Familiarity with contact center technologies and trends, including cloud-based solutions, omnichannel platforms, and automation tools.Strong communication and interpersonal skills to manage relationships with both internal teams and external customers.Strong analytical, problem-solving, and multitasking abilities, with the ability to work under pressure.Job Type: Full-timeBenefits:Health insuranceSchedule:Monday to FridayExperience:Support Operations: 3 years (Required)Network Troubleshooting: 2 years (Required)Contact Center: 2 years (Required)Customer Handling: 3 years (Required)Work Location: In person (cochin)Job Type: Full-timeBenefits:Health insuranceSchedule:Monday to FridayApplication Question(s):What is your total experience in a managerial roleExperience:Contact center: 4 years (Required)IT support: 7 years (Required)Work Location: In person Key Responsibilities: Team Leadership: Lead and mentor the support team, ensuring high performance and professional growth in managing day-to-day contact center operations. Customer Interaction: Serve as the primary point of contact for customers, ensuring timely resolution of technical issues and maintaining high levels of customer satisfaction throughout the support lifecycle. Issue Resolution: Oversee troubleshooting and problem-solving for technical issues related to contact center software, hardware, network, and integrations, ensuring minimal downtime. Escalation Management: Handle escalated customer issues and provide advanced troubleshooting support when required, ensuring quick and effective resolutions. Performance Metrics: Monitor and report on key performance indicators (KPIs) related to support operations, such as response time, resolution time, and customer satisfaction levels. Process Improvement: Develop and implement best practices, policies, and procedures to improve support efficiency and service quality within contact center operations. Vendor Coordination: Coordinate with external vendors and service providers for software support and maintenance relevant to the contact center environment. Training and Development: Provide ongoing training and development for the support team to improve their technical proficiency and customer service skills. Documentation: Ensure all incidents, requests, and resolutions are properly documented and maintained in the service management system for accurate reporting and analysis. Customer Reporting: Provide regular updates and reports to customers regarding support issues, system performance, and any ongoing service improvements. Qualifications: Degree Skills: Leadership and Team Management, Coordination, API, PBX, Dialer, ACD, CTI, VoIP, IVR and Call Center practices

Associate Director of Engineering - Conversational AI Location: Bangalore, India Our AI Data Division plays a pivotal role in this transformation, driving cutting-edge research and large-scale deployment of Large Language Models (LLMs), Generative AI, Conversational AI, and advanced Data Analytics . By harnessing AI-powered automation, intelligent search, and predictive analytics, we are building scalable, high-impact solutions that enhance customer interactions, optimize business processes, and unlock new opportunities across the company s ecosystem. Department Overview The Conversational Experiences Department (CXD) is dedicated to building production-ready, scalable, and high-performance AI systems that redefine Conversational AI. Our focus is on: Conversational AI Frameworks - Traditional NLP-powered chatbots, AI-driven search, and multi-modal assistants. Next-Generation GenAI Platforms - LLM-powered chat experiences, voice and multi-modal AI, real-time response generation. AI Engineering at Scale - Deploying robust AI models in production environments, ensuring high availability, low latency, and enterprise-grade security . We are looking for a technical leader who brings deep expertise in both AI/ML algorithms and scalable engineering systems someone who has built traditional Conversational AI platforms and is now transitioning to GenAI-driven, multi-modal AI solutions . Position Overview As Associate Director of Engineering - Conversational AI , you will lead a team of AI engineers and software architects to develop and scale enterprise-grade Conversational AI systems . This role requires expertise in AI model development, cloud-scale engineering, and production readiness . This is an engineering-first leadership role , with a strong algorithmic focus on NLP, LLMs, and Deep Learning models . The ideal candidate has hands-on experience designing and deploying AI-powered applications in high-traffic, real-time environments. Key Responsibilities 1. AI Productization Engineering Leadership Lead development of Next Generation LLM/ Multimodal driven Chatbots IVR using Agentic Frameworks Architect and develop Conversational AI systems that are highly scalable, secure, and efficient . Oversee MLOps/ LLMOps pipelines , AI deployment, and cloud-native architectures, optimizing AI workloads for latency, accuracy, and cost efficiency . 2. Algorithmic Advancements Model Innovation Drive end-to-end development of AI/ML models , from data collection to inference optimization . Develop and optimize multi-modal AI models that combine text, voice, and visual inputs . Implement advanced Retrieval-Augmented Generation (RAG) techniques and Reinforcement Learning for AI-driven conversations . 3. Engineering Excellence Production Readiness Ensure low-latency, high-availability AI services that scale to millions of users. Design cloud-based microservices architectures for AI applications using Kubernetes, Docker, and serverless computing . Optimize LLM inference with quantization, distillation, and model caching techniques to reduce compute costs and improve performance. Ensure the engineering team delivers high-quality software solutions that adhere to defined production SLOs and maintain high standards of quality and reliability. 4. Leadership Team Development Build, mentor, and scale a high-performance AI engineering team , fostering innovation and technical excellence. Drive cross-functional collaboration with product, UX, and data science teams to align AI capabilities with business goals. Establish best practices for CI/CD in AI development, automated model retraining, and continuous evaluation frameworks . 5. Collaboration Collaborate extensively with Product Project Management, and Customer Success Management to ensure a seamless alignment between engineering output and overall business strategy Mandatory Qualifications 15+ years of software engineering experience, including 5+ years in AI/ML leadership roles . Deep expertise in: Conversational AI NLP (LLMs, Transformers, RNNs, Semantic Search) GenAI Frameworks (GPT-4, Claude, Llama, Gemini, Hugging Face, LangChain. Langgraph) AI Model Deployment at scale (TensorFlow, PyTorch, ONNX, OpenAI API) Cloud Platforms (GCP, Azure, AWS) and MLOps pipelines (Kubeflow, MLflow) AI-Powered Search (vector databases, semantic search, retrieval-based chat) Microservices development - Java, Python, Spring Boot, NoSQL, Distributed Systems Experience building and deploying large-scale, production AI systems in high-traffic environments. Strong leadership, with the ability to hire, mentor, and scale AI engineering teams . Preferred Qualifications Experience in both traditional Conversational AI and next-gen GenAI-based assistants Expertise in AI-driven personalization, AI safety, and responsible AI practices Strong software architecture knowledge , including microservices, distributed computing, and API-driven AI deployment Experience working in startups or high-growth AI-first organizations , leading AI-driven transformation ,

Pega Decisioning Consultant from OFFSHORE a. 5+ years of experience in Pega, and 3 years of experience in Pega CDH b. Certified Pega Decisioning Consultant Other requirements/experience as detailed below. Required: Minimum 3 years of experience working with Pega CDH v8.8 and in leading design, elaboration and implementation of business processes, strategies, rules, Analytical models (Adaptive, Predictive, VBD), Alert Designer, Action & Offer Management life cycle, Propensities, Scoring and Modeling (CAR and so on), Customer interaction history, Profiles, Journeys, identification and matching. Required: Minimum 3 years of experience in leading class structure/hierarchy/use case design and data model to extend Pega framework(s). Required: Minimum 3 years of experience in creating new treatment groups, classes, properties, data elements within Pega. Required: Minimum 3 years of experience in evaluating impact of change requests to logic and updates the design document as necessary. Required: Minimum 3 years of experience in building/updating Decisioning components (decision table, scorecard, filter, strategy set, switch, and ranking), updating Decisioning strategies and design Required: Minimum 3 years of experience developing custom systems integration solution components as dictated by business requirements Required: Good working experience and skills required to apply design principles of decisioning strategies, Next Best Action and Predictive analysis. Required: Minimum 3 years of experience in APIc (Azure) integration, file storage and secure file transfer technologies. Required: Experience in Agile methodology with preferred experience in SAFe methodology delivering solutions within the structured time frame. Required: Hands-on testing experience within Pega 8.x platform(s). Required: Minimum 3 years of experience in working with the teams to perform deployment and code-merge activities. Required: Good communication and collaborative skills and experience working with business and technology teams Required: Experience working in onshore/offshore support model collaborating work with offshore teams. Required: Experience working with GitHub, RTC, automation tools. Preferred: Minimum 3 years of experience working with PostgreSQL, Oracle, IBM DB2 and other database types. Preferred: 1-3 years of experience and working knowledge in SalesForce Marketing/Service cloud Preferred: 1-3 years of experience and working knowledge in APIc (AWS), Benz (AWS), Braze (SaaS) technologies and authentication protocols. Preferred: Experience in IVR Technologies like AYAYA, CISCO, Chatbot etc.

Dear Candidate, Greetings from " AGS Health " Excellent Opportunity for Certified Medical Coders/ Auditors ( EM , SDS, ED, IP, Radiology, IVR) Certification- CPC/CCS/CIC/COC Job Description : ROLE SUMMARY This position is based out of the Chennai office, responsible for the following: 4 Manage day-to-day operations by coordinating with respective team leaders / supervisors to meet client expectations. Identify areas of process / people improvement and recommending appropriate training. Planning staffing needs to meet client deliverables. Manage teams attendance in order to meet production goals. RESPONSIBILITIES Oversee timely and quality project deliverables with the help of next level leaders Utilize available resources to optimize day to day Operations and Processes including Process Improvements Help Management in Strategic Planning, Setting up Goals including Monitoring Systems Driving performance measures (Financial and Technical) for the operations (including a consideration of efficiency versus effectiveness), Develop and drive the organizations strategy and implement appropriate rewards/recognition based on performance indicators and coaching/corrective practices to align personnel with company goals Maintain and monitor staffing including Knowledge-Training, and motivate to get the best out of resources to fulfill organizational requirements Ensure adherence to external and internal quality and security standards (HIPPA, ISO etc...) Be creative and assist in taking the organization to the next level of being a leader in their chosen field of operations and create maximum value to Stakeholders by prioritizing customer, employee and organizational requirements Support sales team in capturing needed information from prospective clients to ensure project requirements are appropriate before the live coding Manage and coordinate client visits and make presentations to external stakeholder/clients if required Maintaining constant observation of all leaders, ensuring all comply with project and process related activities Develop an understanding of internal operations and how related functional areas interact to achieve results Consistently monitor the team to proactively identify potential problems and with guidance ensure appropriate parties are engaged through to resolution Coordinates with the Manager to ensure the division is run in the most efficient and profitable way ASSESSMENT / INTERVIEW PROCESS 1. Personal Interview (HR) 2. Functional Interview Note : We preffered only Immediate joiners Work Location : Chennai (Ambattur/Kandanchavadi OMR) Interested Candidates Please whatsapp your resume to 9944111942 and apply in the below link https://jobs.agshealth.com/socialmediaredirect?source=c2FyYXRoLmtvdmlscGlsbGFpMUBhZ3NoZWFsdGguY29t&jobId=f67710e7-ae20-4580-9c89-6401cb952f07 Regards Sarath AGS Health - HR Team

About The Role - RoleSpecificResponsibilities: Worksextensivelywithcustomersalongwithappropriateinternalandexternalresources(e.g. Ciscoaccountteams,partners) onthe strategy/deployment/optimization ofCiscoservicesand solutions Takesleadershiproleinexecutionofdeliveryprojects Improvessolutionsandmethodsdevelopedinthefieldforusetothewiderpractice(knowledge sharing) Creates,reviewsandapproves project deliverablese.g. Designrecommendations,HighLevelDesign,LowLevelDesign,Implementation/ChangeManagementPlans Actsasafocalpointforproblemresolutionforassignedcustomerengagements.Assuresproper andquickresolutionofcomplexcustomerproblemsacrossanappropriaterangeoftechnologies. Coordinatew"ithTACtoworkonP1andP2issues. Key Skills required :- UCCE-solidhands-onexperiencerequiredonUCCEcomponentslikeICM,PG,CVP,CTI,Finesse,CUIC UCCX-KnowledgeandexposureinUCCXisaplusbutnotmandate Stronghands-onCCimplementationworkneededwithtroubleshootingcapabilities.

We Are Hiring || Surgery QA /ENM with Surgery trainer / Denials Trainer & SDS OBGYN - SDS IVR Process coach || Hyderabad, Chennai || Surgery QA /ENM with Surgery trainer / Denials Trainer - Min 4- 5 yrs of exp into Surgery /ENM with surgery / Denials with on /off paper QA / Trainer || Hyderabad || Immediate joiners-30 days || SDS OBGYN & SDS IVR Process coach - Min 4 + yrs exp into surgery & IVR coding (cardio - vascular) or & Surgery OBGYN || Chennai || Immediate joiner ENM TL - Min 5 + yrs of exp into enm IP/OP coding with TL on /off paper || Chennai || Inter & above || Immediate joiners * NOTE : Relevant experience is needed into coding * Certified Work from Office Notice Period :- Immediate joiners-30 days Reliving letter is not Mandate Interested candidates can share your updated resume to HR swathi - 9951772162 (share resume via WhatsApp ) Refer your friend's / Colleagues SwathiK.axisservices@outlook.com

IPDRG Coder & QA: Min 1 year of Experience Certified only Work from Office Virtual and Walk-in Interview Chennai, Hyderabad, Bangalore Best Salary in the Market Notice accepted Joining Bonus up to 50K for Immediate Joiners Surgery Coder & QA: Min 1 year of Experience Certified only Work from Office Virtual and Walk-in Interview Chennai, Bangalore Best Salary in the Market Notice accepted Radiology Coder: Min 1 year of Experience Certified only Work from Office Chennai location Virtual Interview Max Salary 50K Take home Immediate Joiners only ED Professional & Facility: Min 1 year of Experience Certified only Work from Office Chennai, Hyderabad Walk-in Interview Max Salary 65K Take Home Immediate Joiners only IVR Coder & QA: Min 3years of Experience Certified only Work from Office Chennai, Bangalore Good Salary package Notice accepted Interested Candidates can share your updated resume to Yuvarani HR 8939662839 Email id - hryurani.dcsjobs@gmail.com

Join a team recognized for leadership, innovation and diversity Job Title: Sr IT Project Mgmt Specialist (Program Manager) - Global Contact Center Services Job Summary: The Program Manager for Global Contact Center Services will oversee and lead comprehensive service programs that enhance the efficiency and effectiveness of our contact center operations. This role requires a skilled individual with extensive experience in managing automated contact distribution (ACD), interactive voice response (IVR), intelligent virtual assistants (IVA), chat support systems, workforce management (WFM), visual support services, customer surveys, and analytics. The successful candidate will ensure that these services are aligned with organizational objectives and deliver a superior customer experience. Key Responsibilities: Program Management: Lead the planning, execution, and delivery of contact center service programs, ensuring alignment with business goals. Develop and maintain a comprehensive program roadmap that outlines key initiatives, milestones, and deliverables. Monitor and report on program progress to stakeholders, presenting updates on performance metrics and outcomes. ACD and IVR Management: Oversee the implementation and operation of ACD systems to optimize call routing and distribution. Collaborate with IT and vendor partners to design and enhance IVR systems, ensuring scalability and user-friendliness. Analyze call flow patterns and make recommendations for IVR improvements that can enhance customer self-service options. Chat and IVA Integration: Manage the integration and deployment of chat services and intelligent virtual assistants (IVA) within the contact center. Collaborate with UX/UI designers to customize chat interfaces that provide seamless interactions for users. Assess IVA performance metrics to improve bot responses and enhance customer satisfaction. Workforce Management (WFM): Implement effective workforce management strategies to optimize staff scheduling, ensuring that resource allocation meets service level targets. Coordinate with human resources to develop training programs that enhance agent skills and capabilities. Monitor workforce performance and provide insights to improve overall efficiency and agent productivity. Visual Support Services: Oversee the deployment and management of visual support tools to enhance customer engagement and issue resolution. Develop protocols for effective use of visual support features, ensuring agents are trained in best practices. Evaluate the impact of visual support on customer experience and operational efficiency. Surveys and Customer Feedback Analysis: Design, implement, and manage customer surveys to gather feedback on contact center services. Analyze survey data and propose actionable improvements based on insights gathered from customer satisfaction and experience. Prepare and present reports on survey findings to stakeholders, highlighting trends and opportunities for service enhancements. Analytics and Reporting: Develop and oversee analytics frameworks to measure contact center performance metrics, including response time, resolution rates, and customer satisfaction scores. Use data-driven insights to identify areas for operational improvement and optimize contact center processes. Collaborate with IT teams to implement reporting tools and dashboards that provide real-time insights into performance metrics. Cross-Functional Collaboration: Work closely with cross-functional teams, including IT, marketing, and operations, to ensure program alignment and successful implementation of service enhancements. Act as a liaison between contact center operations and other departments to promote effective communication and collaboration. Foster a culture of continuous improvement, encouraging innovation and adopting best practices across the organization. Vendor Management: Manage relationships with third-party vendors and service providers, ensuring quality and performance expectations are met. Negotiate contracts and service-level agreements to optimize costs and service outcomes. Regularly evaluate vendor performance and implement changes as necessary to improve service delivery. Risk Management: Identify potential risks associated with contact center programs and develop mitigation strategies. Ensure compliance with all relevant regulations and industry standards in the management of contact center services. Qualifications: Bachelor s degree in Business Administration, Telecommunications, Information Technology, or a related field; MBA preferred. A minimum of 7 years of experience in program management, ideally in a contact center or telecommunications environment. Proven expertise in ACD, IVR, IVA, chat systems, WFM, and analytics. Strong project management skills, including experience with Agile methodologies. Exceptional analytical and problem-solving abilities, with a data-driven approach. Excellent communication and interpersonal skills, capable of working with diverse teams and stakeholders. Experience managing vendor relationships and service-level agreements. Desired Skills: Knowledge of contact center technologies and trends. Familiarity with CRM software and customer engagement platforms. Experience in customer feedback analysis and implementing improvement initiatives. JOB ID: HRD260470 Category: Information Technology Location: 56 & 57 Hadapsar Industrial Estate , Pune , MAHARASHTRA , 411013 , India Exempt Early Career (IT&SALES)

Within our clients organization, there exist several Testing/QA Teams responsible for diverse applications such as IVR, Routing, WWE, and Reporting. Presently, our client is engaged in the process of transitioning the IVR/Routing application from Legacy Systems (CISCO/AVAYA) to the Genesys Platform on a line of business (LOB) basis. Throughout 2024, we achieved successful migration of numerous LOBs from Legacy Systems to the Genesys environment. Currently, our focus lies on the CommState Migration Project. As part of this migration initiative, the Quality Assurance (QA) team is tasked with conducting comprehensive validations of End-to-End Call Flows. Additionally, we perform meticulous assessments of all Pre-Queue Treatment checks, encompassing various exception scenarios. Responsibilities: Prvode development, maintenance, and execution of manual/automation/performance scripts for Contact Center applications. Analyze the functional and non-functional requirements of the contact center application solutions in Agile methodology. Effectively plan, define test strategy/test cases, provide QA estimates, provide test management, and test reporting. Perform manual/automated testing and log detailed defects in Rally. Be accountable for all project or release test efforts for programs that span multiple domains and apps including System Integration or End to End Testing efforts. 2-3 years of practical experience in Quality Engineering (QE) within the CCS Domain, encompassing areas like Genesys call routing and the development of custom CTI softphone applications. Proficiency in digital communication platform

Customer Success Manager - Job Describtion 1. All CRMto dotted line to Customer success manager 2. All CRMto be in teams 3. Training to all CRMs once a month 4. CSM to own command center number 5. Responsible to send standby if required 6. Audit tickets closure quality and counts 7. Audit customer feedback randomly 8. Expert in adda, mygate, etc and train the software 9. Setup the mygate for onboarding site for escalation levels 10. Establish job card process 11. IVR random call quality and analyse Report to management daily, weekly, monthly ","

Dear Job Aspirants, Greetings from Global Healthcare Billing Partners Pvt. Ltd.! We are currently hiring for Medical Coding Trainer with minimum 5 Years of experience into Medical Coding!!!. Position :Medical Coding Trainer We are Looking for Below mentioned Specialized Trainers. 1.Home Health Trainer 2.HCC Trainer 3.Denial Trainer 4.E/M Trainer 5.ED Trainer 6.IVR Trainer 7.Radiology Trainer 8.Pathology Trainer 9. Surgery Trainer 10.IPDRG Trainer 11.Anesthesia Trainer. 12. Medicine Location: Velachery Salary : Best in industry Work Mode: WFO Qualification: Any Degree Notice : Immediate / 15 Days Notice Requirements: Minimum of 5 years of hands-on coding experience, with expertise in any mentioned speciality. (Emergency Department (ED), Evaluation & Management (E&M), .Home Health, HCC, Denials, IVR, Pathology, Radiology , Surgery, IPDRG, Anesthesia & Medicine) Lead training sessions for new and existing coders. Prior experience training medical coding batches in a classroom or group setting is required. Strong background in ICD-10 , CPT , and HCPCS coding systems, along with payer-specific requirements and compliance guidelines. Proven ability to design and lead group training sessions, including interactive learning activities and performance evaluations. CPC (Certified Professional Coder) certification required. Interested candidate contact or share your updated resume to MALINI HR - 9003239650 / 8925808598 [Whatsapp] Thanks & Regards, MALINI HR 90032 39650

Role & responsibilities The Cisco CVP L3 Engineer is responsible for handling escalations, ensuring the stability and performance of Cisco Customer Voice Portal (CVP) environments, and providing advanced troubleshooting support. This role involves collaborating with L1/L2 teams, conducting root cause analysis (RCA), optimizing call flows, and ensuring seamless IVR interactions for customers. The engineer also plays a crucial role in system enhancements, security compliance, and automation. Engage with business teams to understand customer requirements and implement appropriate IVR flows. Provide technical guidance on CVP architecture, best practices, and scalability solutions. Required Skills & Expertise Strong expertise in Cisco CVP components CVP Call Server, VXML Server, Reporting Server, Media Server. In-depth troubleshooting of CVP SIP interactions, VXML, and Java-based applications. Proficiency in analyzing CVP logs, Call Studio logs, SIP ladder diagrams, and Voice Gateway traces. Experience with Voice Gateways (VG), SIP trunks, RTP, QoS, and Call Manager integrations. Understanding of Java and VXML scripting for troubleshooting IVR applications. Knowledge of CUCM, ICM, UCCE/PCCE, Finesse, and third-party IVR integrations. Experience with certificate management, security patches, and compliance best practices. Familiarity with automation tools for monitoring and reporting (Python, PowerShell, SQL). Excellent documentation and communication skills for RCA reports and technical documentation.

About Bluevine Bluevine is transforming small business banking with innovative solutions like checking, lending, and credit all tailored to help entrepreneurs thrive. With best-in-class technology, advanced security, and a deep understanding of the small business community, we re empowering entrepreneurs to grow with confidence. Backed by leading investors like Lightspeed Venture Partners, Menlo Ventures, 83North, and Citi Ventures, we ve been supporting SMBs since 2013, serving over 500,000 customers nationwide and growing a dynamic global team of 500 people. Our missionTo fuel small businesses with the financial tools they need to succeed. At Bluevine, you ll be part of a collaborative, fast-paced team that s reshaping the future of banking. Ready to make an impact ABOUT THE ROLE: We are seeking a seasoned leader to oversee a Global Workforce Management (WFM) and Contact Center Analytics team within our Customer Success organization. This role will drive strategic planning, analytics, and technology implementation to optimize workforce efficiency, enhance customer experience, and achieve strong unit economics across multiple customer segments and products. The incumbent will be responsible for developing and maintaining a world-class capacity planning model that ensures a seamless customer experience while balancing cost efficiency. Additionally, they will lead the development of WFM analytics tooling, including requirements gathering, vendor evaluations, and collaboration with cross-functional teams to design, test, and implement new functionality. They will also drive the development of advanced reporting and analytical tools that provide actionable insights to improve performance across the support organization. By implementing best-in-class reporting, analytics, and technologies, this role will ensure key performance indicators (KPIs) are met or exceeded, ultimately contributing to the business s overall success. This is a critical leadership position responsible for transforming data into strategy, enabling the organization to deliver exceptional customer experiences while maintaining operational efficiency. WHAT YOULL DO: Global Workforce Management Leadership: Lead and develop a high-performing global team of WFM Analysts, overseeing short-term and long-term forecasting, capacity planning, scheduling, and intraday management across all support channels. Strategic Workforce Planning: Develop and implement a global WFM strategy that supports multiple LOBs, aligns with business goals, and delivers on key performance indicators (KPIs) and objectives and key results (OKRs). Talent Development Team Leadership: Hire, train, onboard, and manage team performance, providing clear expectations, measurable goals, continuous feedback, and coaching to foster professional growth and accountability. Create a collaborative, engaging, and inclusive work environment where team members feel valued and empowered. Capacity Planning Cost-to-Serve Modeling: Build and refine a scalable capacity planning model that accounts for multi-segment, multi-product servicing needs, and all service channels. Partner closely with Finance, Business Operations, and General Managers to integrate critical data points and ensure accurate modeling that informs headcount and budget decisions. Workforce Optimization Scheduling: Analyze contact volume patterns and operational trends to optimize staffing schedules, balancing efficiency, cost, and service quality. Incorporate insights from product enhancements, marketing initiatives, and other business events that impact customer demand. Contact Center Performance Analytics: Build and refine analytical models that track and optimize key metrics such as service level, occupancy, average handle time (AHT), first contact resolution (FCR), customer satisfaction (CSAT), cost-to-serve, and revenue generation across all support channels (phone, email, chat, IVR, chatbot). Predictive Prescriptive Analytics: Leverage AI, machine learning, and statistical modeling techniques to predict demand fluctuations, agent performance trends, and customer engagement patterns, enabling proactive workforce adjustments and strategic planning. Real-Time Historical Reporting: Develop dynamic dashboards and real-time monitoring tools that provide visibility into operational KPIs, workforce efficiency, and customer engagement. Ensure that front-line leaders, WFM teams, and executives have access to actionable insights. Executive Reporting Strategic Insights: Synthesize complex data into clear, compelling reports and presentations for senior leadership, including CS executives, Finance, and Business Unit leaders. Provide data-driven recommendations that influence workforce strategy, budget planning, and operational improvements. Root Cause Trend Analysis: Conduct deep-dive analysis to identify underlying drivers of contact center performance issues, inefficiencies, and customer pain points. Use data insights to drive continuous improvement initiatives that enhance service delivery and reduce operational costs. WHAT WE LOOK FOR: 8+ years of experience in Workforce Management, Contact Center Analytics, or related fields, with at least 3+ years in a leadership role. Proven expertise in forecasting, scheduling, and capacity planning in a multi-channel, multi-region customer support environment. Strong analytical mindset with experience using data to drive strategic decision-making and process improvements. Proficiency in WFM tools (e.g., Verint, NICE, Aspect, Genesys, or similar), data visualization tools (Tableau, Looker, Power BI), and workforce analytics. Excellent communication and stakeholder management skills, with the ability to influence executive leadership and cross-functional partners. Experience in managing vendor relationships, including evaluating and implementing WFM software solutions. Ability to thrive in a fast-paced, high-growth environment with a strong focus on innovation and continuous improvement. Benefits Perks Excellent group health coverage and life insurance Stock options Hybrid work model Meal allowance Transportation assistance (terms and conditions apply) Generous paid time off plan, Holidays Company-sponsored mental health benefits Financial advisory services for both short- and long-term goals Learning and development opportunities to support career growth Community-based volunteering opportunities

About PhonePe Group: PhonePe is India s leading digital payments company with 50 crore (500 Million) registered users and 3.7 crore (37 Million) merchants covering over 99% of the postal codes across India. On the back of its leadership in digital payments, PhonePe has expanded into financial services (Insurance, Mutual Funds, Stock Broking, and Lending) as well as adjacent tech-enabled businesses such as Pincode for hyperlocal shopping and Indus App Store which is Indias first localized App Store. The PhonePe Group is a portfolio of businesses aligned with the companys vision to offer every Indian an equal opportunity to accelerate their progress by unlocking the flow of money and access to services. Culture At PhonePe, we take extra care to make sure you give your best at work, Everyday! And creating the right environment for you is just one of the things we do. We empower people and trust them to do the right thing. Here, you own your work from start to finish, right from day one. Being enthusiastic about tech is a big part of being at PhonePe. If you like building technology that impacts millions, ideating with some of the best minds in the country and executing on your dreams with purpose and speed, join us! About the Role: We are seeking a dynamic and experienced Content Writer for the Customer Experience organization. The content writer plays a pivotal role in influencing/delivering exceptional customer experiences across various touchpoints. From Help Center articles to chatbot scripts, agent responses, error screens, video scripts, and IVR prompts, the scope of the writer spans all formats of support content. Key Responsibilities: Content Strategy and Execution: Be the POC for the business unit, align and deliver top quality content to fulfill the org goals Develop and implement a cohesive content strategy for support materials across formats (Help Center, chatbot, agent scripts, video, IVR, etc.). Ensure consistency with brand voice, tone, and guidelines while catering to diverse customer needs. Create content designed for customer education, helping users understand and maximize the value of products and services Stakeholder Management: Collaborate with cross-functional teams (e.g.Product, Design, Strategy) to understand business requirements and align content deliverables. Manage expectations and communicate effectively with leadership and stakeholders. Customer-Centric Approach: Leverage insights from the customer support journey to craft content that addresses pain points and enhances the user experience. Advocate for the customers perspective in all content decisions. Data-Driven Decision Making: Analyze content performance metrics to identify trends and areas for improvement. Use data insights to refine strategies and address problem statements effectively. Required Qualifications: Minimum 2 years of experience in a content writer role. Preferably in a customer support or CX environment. Strong understanding of content management systems (CMS) and tools. Analytical skills with the ability to interpret data and identify actionable insights. Exceptional communication and stakeholder management skills. Experience working in a horizontal or matrixed organizational structure. Familiarity with customer support tools and platforms. - 5 days working ( Onsite) - Location - Bangalore PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles) Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog . Life at PhonePe PhonePe in the news

In these roles, you will be responsible for: Coding and abstracting information from provider patient medical records and hospital ancillary records per facility and/or state requirements. Minimum 1 year of experience in IVR Coding is mandatory Assigning appropriate billing codes based on medical documentation using CPT and/or ICD-10 coding guidelines . Querying physicians when code assignments are not straightforward or documentation in the record is inadequate, ambiguous or unclear for coding purposes. Monitoring unbilled accounts report for outstanding and/or un-coded encounters to reduce accounts receivable days. Following strict coding guidelines within established productivity standards. Attending meetings and in-service training to enhance coding knowledge, compliance skills, and maintenance of credentials. Maintaining patient confidentiality. Required Skills for this role include: 2+ years of experience working with CPT and ICD-10 coding principles, governmental regulations, protocols and third party requirements regarding medical billing. Coding certificaion is Mandatory, should have exposure in Radiology/IVR coding 1+ year(s) of experience using a computer with Windows PC applications that required you to use a keyboard, navigate screens, and learn new software tools. Ability to work scheduled shifts from Monday-Friday 7:30 AM to 5:30 PM IST and the shift timings can be changed as per client requirements. Flexibility to accommodate overtime and work on weekends basis business requirement. Ability to communicate (oral/written) effectively in English to exchange information with our client Interested please share resume to pushpa.shanmugam@nttdata.com or only watsapp to 9500802772

About PhonePe Group: Culture JOB DESCRIPTION Location: Bengaluru Reporting to: Associate Manager, Automation Platforms About PhonePe : PhonePe is India s leading digital payments platform with over 400+ million registered users. Using PhonePe, users can send and receive money, recharge mobile, DTH, data cards, pay at stores, make utility payments, buy gold, and make investments. PhonePe went live for customers in August 2016 and was the first non-banking UPI app and offered money transfer to individuals and merchants, recharges and bill payments to begin with. In 2017, PhonePe forayed into financial services with the launch of digital gold, providing users with a safe and convenient option to buy 24-karat gold securely on its platform. PhonePe has since launched Mutual Funds, Insurance and other wealth management products like Lending, Stock Broking, tax-saving funds, liquid funds, international travel insurance, Corona Care, a dedicated insurance product for the COVID-19 pandemic among others. About Customer Experience Function: At PhonePe, the Customer Experience function focuses on how the business engages with its customers at every point of their journey. To a large extent, it s the sum total of all interactions a customer has with PhonePe as a brand. The objective is to become a competitive differentiator so that CX as a function is able to deliver personalized, effective interactions at every customer touchpoint, thereby continuously enhancing customer experience Function Objective: The goal for the automation function is to ensure minimal manual interventions while having customer experience as the primary North Star. The key responsibilities would be to scale up experience SOPs through automation channels by ensuring successful execution of projects. Role Expectations:(KPIs/KRAs of the role) Manage systems and platforms critical to automation activities across the assigned BU Build a deep understanding of internal CX processes, systems and platforms Consistently work towards improving the overall BOT, IVR Design automation rules to implement appropriate ticketing workflow Manage and maintain the external tools and platforms - Freshdesk, Freshbot and Salesforce Conduct RCAs to diagnose challenges faced by end customer or internal stakeholders Ensure data sanity and execute GTIS creation/modification/revamp Provide feedback for continuous improvements Experience, Skills, Qualifications Graduate/post graduate from a top tier institute (BE/BTech, BCA/MCA) Prior experience of at least 2+ years in CX and/or Automation Experience of working in a multi-stakeholder and a highly dynamic matrix environment. Ability to manage influence through persuasion, negotiation, and consensus building Ability to identify high impact problem statements, initiate execution, and drive to closure

Huge openings for Coders and Auditors in Chennai, Hyderabad and Bangalore. Work from Office ( NO OPENING FOR FRESHER or other experience ). Need minimum 1year experience in Medical coding. Details: Surgery Coder & QA - Certified. VERY URGENT (Work from Home & Office - Chennai, Trivandrum & Hyderabad location) ED Prof Facility - Certified. VERY URGENT (Only Work from office - Chennai & Hyderabad location) E and M IP OP Coder & Auditor & SME - Certified. VERY URGENT (Only Work from office - Chennai and Hyderabad location) Home Health Coder & Auditor - Certified and Non-Certified. VERY URGENT (Work from Home - Chennai, Hyderabad & Bangalore location) Denial Coder & Auditor - Certified. VERY URGENT (Only Work from office - Chennai location) IPDRG Coder & Auditor - Certified. VERY URGENT (Only Work from office - Bangalore, Chennai & Hyderabad location) Good salary package. Experience: 1 to 8 years in medical coding. Immediate joiner preferred. Please reach out Rajesh at rajesh.sairam@globalconnectsolution.in or 8667472289 (Whatsapp same as well). Kindly share it to your friends and WhatsApp group or Telegram groups, it may help some one.

So, what s the role all about? In Nice as a Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other CXone digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions. How will you make an impact? Technical Implementation: Configure, program, and develop NICE CXone solutions, including AI, NLU, ACD, IVR, ASR, and CRM integrations. Lead the design and development of multiple AI and bot applications, ensuring alignment with customer requirements and industry best practices. Optimize and maintain multiple AI bots, including both generative and legacy models. Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence. Project Management: Collaborate with project managers to design and oversee end-to-end project rollouts. Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions. Ensure seamless project execution through inter-departmental coordination and clear communication. Business Consulting: Provide subject matter expertise on NICE CXone digital products and AI solutions during client consultations. Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance. Promote the use of AI tools to enhance decision-making and operational efficiency across business units. Leadership and Mentorship: Mentor and lead project teams, sharing expertise and fostering a collaborative environment. Develop documentation and processes for emerging digital products from R&D teams. Have you got what it takes? Bachelor s degree in technical (e. g. , Computer Science, Information Systems, Electrical Engineering) or business field (e. g. , Marketing, MIS) or equivalent work experience. 5+ years of professional experience, with 1+ years in digital channels or AI/Bot software applications preferred. Proven expertise in: Technical configuration and programming of AI and contact center technologies. CRM integrations, APIs, and other ecosystem technologies. Best practices for contact center operations and KPIs. Familiarity with: Generative AI models, NLU techniques, and automation principles. Industry trends and emerging technologies in AI and digital customer engagement. Desired personal traits: Analytical and inquisitive mindset. Team-oriented with strong interpersonal skills. Early adopter of innovative technologies. Strong sense of accountability and ownership. Professional communication, behavior and demeanor. What s in it for you? Enjoy NICE-FLEX! Requisition ID: 6505 Reporting into: Tech Manager Role Type: Individual Contributor About NICE

At NICE, we don t limit our challenges. We challenge our limits. Always. We re ambitious. We re game changers. And we play to win. We set the highest standards and execute beyond them. And if you re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what s the role all about In Nice as a Professional Services Engineer is a customer-facing, billable role responsible for delivering specialized expertise and solutions for NICE products and services. This includes implementing, configuring, and optimizing AI-driven applications, such as chatbots, knowledge assistants, and other CXone digital solutions, for enterprise contact centers. The position combines technical and business responsibilities, requiring engagement with clients to understand their needs, provide consultative support, and deliver cutting-edge solutions. How will you make an impact Technical Implementation: Configure, program, and develop NICE CXone solutions, including AI, NLU, ACD, IVR, ASR, and CRM integrations. Lead the design and development of multiple AI and bot applications, ensuring alignment with customer requirements and industry best practices. Optimize and maintain multiple AI bots, including both generative and legacy models. Implement and enhance AI-driven services such as knowledge assistant engines and conversational intelligence. Project Management: Collaborate with project managers to design and oversee end-to-end project rollouts. Manage system lifecycle development, change control processes, and risk analysis for enterprise solutions. Ensure seamless project execution through inter-departmental coordination and clear communication. Business Consulting: Provide subject matter expertise on NICE CXone digital products and AI solutions during client consultations. Conduct business analysis to assess user needs, design tailored solutions and provide industry guidance. Promote the use of AI tools to enhance decision-making and operational efficiency across business units. Leadership and Mentorship: Mentor and lead project teams, sharing expertise and fostering a collaborative environment. Develop documentation and processes for emerging digital products from RD teams. Have you got what it takes Bachelor s degree in technical (e.g., Computer Science, Information Systems, Electrical Engineering) or business field (e.g., Marketing, MIS) or equivalent work experience. 5+ years of professional experience, with 1+ years in digital channels or AI/Bot software applications preferred. Proven expertise in: Technical configuration and programming of AI and contact center technologies. CRM integrations, APIs, and other ecosystem technologies. Best practices for contact center operations and KPIs. Familiarity with: Generative AI models, NLU techniques, and automation principles. Industry trends and emerging technologies in AI and digital customer engagement. Desired personal traits: Analytical and inquisitive mindset. Team-oriented with strong interpersonal skills. Early adopter of innovative technologies. Strong sense of accountability and ownership. Professional communication, behavior and demeanor. What s in it for you Join an ever-growing, market disrupting, global company where the teams - comprised of the best of the best - work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr! Enjoy NICE-FLEX! At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere. Requisition ID: 6505 Reporting into: Tech Manager Role Type: Individual Contributor About NICE NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.

Provide tier-2 and tier-3 technical support for the LCM Outbound Dialer platform, ensuring timely resolution of issues and minimal downtime. Monitor the performance of the LCM Dialer system, troubleshooting and diagnosing issues related to campaigns, call routing, integrations, and system health. Collaborate with internal teams to perform system upgrades, patches, and routine maintenance to ensure the system is up-to-date and secure. Act as the primary point of contact for any issues or incidents related to the LCM dialer, providing quick resolutions to minimize operational impact. Manage and support integrations between the LCM Dialer and other systems (CRM, IVR, ACD, etc.), ensuring seamless workflows. Troubleshoot and resolve technical issues related to telephony systems, databases, reporting tools, and dialer configuration. Assist in the creation and maintenance of system documentation, including configuration guides, issue resolution procedures, and operational reports. Provide on-call support as needed to address any critical system issues and minimize disruptions to business operations. Participate in root cause analysis and post-incident reviews to improve system reliability and identify potential areas for improvement. Provide tier-2 and tier-3 technical support for the LCM Outbound Dialer platform, ensuring timely resolution of issues and minimal downtime. Monitor the performance of the LCM Dialer system, troubleshooting and diagnosing issues related to campaigns, call routing, integrations, and system health. Collaborate with internal teams to perform system upgrades, patches, and routine maintenance to ensure the system is up-to-date and secure. Act as the primary point of contact for any issues or incidents related to the LCM dialer, providing quick resolutions to minimize operational impact. Manage and support integrations between the LCM Dialer and other systems (CRM, IVR, ACD, etc.), ensuring seamless workflows. Troubleshoot and resolve technical issues related to telephony systems, databases, reporting tools, and dialer configuration. Assist in the creation and maintenance of system documentation, including configuration guides, issue resolution procedures, and operational reports. Provide on-call support as needed to address any critical system issues and minimize disruptions to business operations. Participate in root cause analysis and post-incident reviews to improve system reliability and identify potential areas for improvement.

Project Role : Customer Service Representative Project Role Description : Provide functional, technical or administrative support to resolve customer problems and queries. Must have skills : Customer Technical Support Good to have skills : NA Minimum 5 year(s) of experience is required Educational Qualification : MBA Summary :As a Customer Service Representative, you will be responsible for providing functional, technical, or administrative support to resolve customer problems and queries. Your typical day will involve handling customer inquiries, resolving technical issues, and providing excellent customer service. Roles & Responsibilities: Provide technical support to customers via phone, email, or chat. Resolve customer issues and inquiries in a timely and efficient manner. Collaborate with cross-functional teams to identify and resolve complex technical issues. Maintain accurate records of customer interactions and transactions. Identify opportunities to improve customer service processes and procedures. Professional & Technical Skills: Must To Have Skills:Strong technical knowledge of Customer Technical Support.-Should have experience in Genesys, ct IVR- 3 Good To Have Skills:Experience with CRM software and ticketing systems. Excellent communication and interpersonal skills. Ability to work well in a fast-paced, team-oriented environment. Strong problem-solving and analytical skills. Additional Information: The candidate should have a minimum of 5 years of experience in Customer Technical Support. The ideal candidate will possess a strong educational background in computer science, information technology, or a related field, along with a proven track record of delivering excellent customer service. This position is based at our Pune office. Qualifications MBA