161 Nice Jobs

So, what’s the role all about? Our company is seeking a highly skilled Software Engineer with expertise in .NET technologies to join our software development team. As a Software Engineer, you will be responsible for designing, developing, and maintaining software applications that meet business needs and specifications. How will you make an impact? Develop and maintain software applications using .NET technologies Collaborating with other members of the development team to ensure that software designs are aligned with overall project objectives. Write high-quality code that meets software development best practices Participate in code reviews to ensure code quality and maintainability Contributing to the development of technical documentation, user manuals, and other materials related to software development. Stay up to date with emerging trends and technologies in software development Have you got what it takes? Bachelor's degree in Computer Science, Software Engineering, or a related field 3 to 4 years of experience in software development using .NET technologies. Strong knowledge of C#, .NET, .NET Core, and other .NET frameworks. Strong understanding of Object-Oriented Programming (OOP) concepts and design patterns Solid understanding of software development best practices, including software design patterns, testing strategies, and source control. Knowledge of database design and development using SQL Server or another relational database management system Proficiency in software development tools such as Visual Studio, Git, and JIRA Ability to work effectively in a team environment and communicate technical concepts to non-technical stakeholders Strong problem-solving and analytical skills Excellent written and verbal communication skills Ability to work independently and as part of a team. 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. Reporting into: Tech Manager, Engineering, CX Role Type: Individual Contributor

So, what’s the role all about? Actimize Professional Services is experiencing unprecedented growth and as part of our continuous growth strategy, we are establishing supporting functions for our Professional Services Sales team to facilitate streamlined processes around effort estimates for our Service. As such, we are looking for a proactive, high-energy individual to establish our Estimations Desk function. This critical role suits someone with a drive and passion for establishing robust process frameworks, a keen interest in immersing themselves in the backend side of our sales processes and with attention to details. As a person, you love understanding how our complex solutions actually works and the activities involved in deploying them You have experience and knowledge about the Financial Crime and Compliance domain and you thrive in a fast-paced environment where constructing well defined processes is absolute key to execution. A natural problem solver at heart, with experience in navigating ambiguity where processes are undocumented and undefined, you question the status quo and you bring expertise in establishing enhanced structured processes and procedures with an aim to bring efficiencies, mitigating risk and drive business growth. You are naturally proactive, hands-on, understands professional services delivery methodologies and are genuinely interested in understanding how technology works. If this sounds like you, then come be a part of NiCE Professional Services. How will you make an impact? You will get to work on a daily basis with highly motivated professional services sales team. The PS Sales Executive Team is always racing against time, trying to get back to the Client ( sometimes through the Product Sales representative ) before competition does. As a critical contributor to the team, you will be working in a fast-paced environment – owning and driving effort estimations for our professional services sales team utilizing your deep professional services and domain knowledge, collaborating with our internal SME’s and summarizing these estimates in an explainable, rational fashion so that they can be converted into costs and presented to the Client/Prospect by the PS Sales team. You will also utilize internal experts to standardize and enhance the estimation process, building and maintaining tools and price books to further streamline the process and drive consistency and a repeatable, efficient operating model for the function. Additionally, you will be driving continuous improvement in building out professional sales collateral in collaboration with our professional services marketing function such as proposal and quotation templates, use cases and success stories. You will also build out collateral and libraries for efficient and consistent responses outlining our value proposition for RFPs/RFI’s/RFQ/s. In order to succeed in this role, you will need to: Proactively obtain a solid understanding of Actimize Solutions Gain a deep understanding of the Actimize implementation methodology and the scoping process, the tasks and activities involved and key drivers and nuances that impacts effort estimations. Establish a relentless focus on autonomously improving the estimates desk function by defining and documenting clear and efficient processes, measuring improvement against clearly articulated KPI’s and success criteria Being able to proactively and with minimal supervision, drive initiatives that facilitates a Price Book approach and/or other mechanisms to streamline and optimize the estimation desk process for fast turn-around times from estimation request to fulfilment. Define an executable plan for continuous improvement for all aspects pertaining to the Estimates Desk function Maintain and Optimize estimation templates, tools, accelerators and other PS Sales related artifacts Define and document the process and guidelines associated with estimates requests Have you got what it takes? 8+ years of total experience with at least 6+ years of relevant experience Have an inclination and enthusiasm to gain Financial Crime and Compliance domain knowledge A deep understanding of Professional Services – the complexities, critical success factors and best practices Proactive and autonomous – a natural self-starter who takes ownership of their function and prides themselves on successful outcomes Very strong ability to navigate a highly complex matrix organization on their own and diligently map out and document the processes and steps involved in deriving desired outcomes. Thrives in a fast-paced and at times chaotic environment with the ability to stay composed, professional and prioritize requests based on business needs whilst maintaining a high sense of urgency at all times. A master multitasker that is able to convert learnings into opportunities and ultimately improvements Excellent communication skills – written and verbal Good to have : Operational/Business reporting in SFDC, Power BI Process design and documentation of these Collateral (in collaboration with PS Marketing) PSE onboarding – documented program Legal PS coordination (legal checklist, coordination/process flows etc.) 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: 8657 Reporting into: Group Manager Role Type: Individual Contributor

Job description Would be responsible for Real time queue monitoring (RTQM) Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports) Will have to manage client Interaction Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ ACW/ BREAKS & SHIFTS Would ensure availability of analysts on phones/chats as per the business model requirement. Must have worked on IEX Maintaining SL, calculation of shrinkage, attrition Location : - Navi Mumbai

Role & responsibilities Job Description: Black Box provides a full service portfolio to support large Unified Communications and Contact Center infrastructures, including new installations, upgrades and ongoing support. This group primarily works with enterprise level customers and UC& CC along with logger products such as NICE, Verint, WFO, AWFO, WFM, Engage, UC Products like: Avaya, Cisco, Zoom, RC, Genesys etc. Functional: Recording Issues resolutions- L2 & L3. Patch updates & Upgrades. WFM Trouble shootings Archiving issues, Speech analytics etc. Participate in P1/P2 escalation calls and provide customer timely updates Open tickets and manage escalations with OEM and/or other manufacturers if necessary Compliance with internal workflow and administrative duties (project task reporting, timesheets, ticket open/close policy, etc) Periodic on-call required/Providing RCA to customers Presales support. Skills: Excellent customer relations/service skills. Communication both written and oral with excellent attention to clarity and delivery of information to a wide audience. Ability to prioritize and handle multiple tasks simultaneously. Strong analytical, reasoning and organizational and project task management skills. Exceptional attention to detail and follow through, including proper documentation. Ability to understand business systems technologies. Excellent Interpersonal Skills Self-motivated & ability to work on own or with teams Ability to work under pressure, handle multiple work assignments, prioritize work and be held fully responsible for decisions. Required certification on logger for NICE, Verint, Avaya Loggers, WFM, WFO, Experience: 8+ years of Implementation & Support Experience working various loggers. Proven expertise with NICE, Verint, Avaya, - Engage, WFO, AWFO, WFM etc. Well Versed with Contact Center portfolio Comprehensive knowledge of technologies found commonly in a Contact Center environment. Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces.

So, what’s the role all about? As a Technical Support Engineer , you will be responsible for ensuring the smooth operation, stability, and performance of our cloud-based infrastructure and applications. You will work collaboratively with other engineers to troubleshoot issues, optimize monitors, and provide technical support. This role is critical in maintaining high customer satisfaction and ensuring timely resolution of technical issues. How will you make an impact? You will be the front-line technical contact for customers, handling escalations and resolving issues related to NICE Actimize products and integrated third-party solutions. Your work will directly impact customer satisfaction and operational efficiency. Have you got what it takes? Troubleshooting and resolving customer problems via tickets, emails, or calls. Monitoring cloud environments for performance, security, and availability. Automating routine tasks using scripting to improve support operations. Collaborating with internal teams to resolve complex technical issues. Mentoring new team members and contributing to knowledge sharing. Qualifications 4–8 years of experience in Production/Application Support. Strong experience with Linux/Unix and SQL/MSSQL/Oracle databases. Exposure to web applications , AWS , and shell scripting is a plus. Excellent troubleshooting, problem-solving, and communication skills. Ability to work in a 24/7 support environment, including nights and weekends. Customer support experience, preferably international. Strong team player with a proactive and analytical mindset. Key Responsibilities Act as the first point of contact for technical issues. Document and track incidents in the CRM system. Monitor cloud infrastructure and applications using dashboards and tools. Escalate complex or urgent issues to senior team members or managers. Ensure compliance with KPIs and customer support SLAs. Provide internal technical support and contribute to process improvements. 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: 8619 Reporting into: Director, Cloud Operations, Support Role Type: Individual Contributor

So, what’s the role all about? We are seeking a highly skilled and experienced Senior Full Stack Software Engineer to join the GenAI Solutions for CX , our fully integrated AI cloud customer experience platform. On this role you will get the exposure to new and exciting technologies and collaborate with professional engineers, architects, and product managers to create NiCE’s advanced line of AI cloud products How will you make an impact? Develop end to end cloud applications on top of AWS using Angular, .NET and many AWS services Develop both Micro Frontends and Microservices Ensure high-quality deliverables and efficient project execution and continuous improvement Take part in all aspects of application's lifecycle, having an opportunity to impact on the implementation of the feature as part of working in an agile team Have you got what it takes? Bachelor’s or Master’s degree in Computer Science or a related field. 5+ years of hands-on experience as a full-stack engineer (Angular/ASP .NET core preferred) with extensive knowledge in TypeScript, JavaScript. Good understanding with Micro Frontends and Microservices architecture Proven success in building and maintaining enterprise products that serve active customers. Strong problem-solving skills and a critical, logical approach to technical challenges. Excellent communication and collaboration abilities, with a team-first mindset. Fluent English 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 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: 8027 Reporting into: Tech Manager Role Type: Individual Contributor

As an eDiscovery Technology Operations Analyst at HSBC, you will play a crucial role in collecting electronically stored information in a forensically sound manner. Your responsibilities will include gathering data from various sources such as audio, e-mails, shared drives, and business-specific databases using tools like M365, NICE, Verint, EMC SourceOne Discovery Manager, and Lotus Notes. You will be in charge of coordinating and tracking all electronic collection activities, maintaining chain of custody documentation, creating data manifests, and ensuring the successful transfer of data to processing vendors. Your role will involve collaborating with different teams within the organization to streamline processes, enhance efficiency, and ensure compliance with internal policies and external regulations. You will also be responsible for identifying opportunities for automation and process improvement to maintain a competitive edge. To excel in this position, you should possess a university degree in Computer Science, Forensic Technology, Information Technology, or a related field. While 1-3 years of experience in data management or collection is preferred, recent graduates with relevant knowledge are encouraged to apply. Familiarity with the Electronic Discovery Reference Model (EDRM) framework, enterprise-level infrastructure, and technology will be advantageous. As a valued member of the team, you are expected to demonstrate exceptional organizational skills, effective communication abilities, and strong decision-making capabilities. Your role will require you to work independently and collaboratively with minimal supervision, handle multiple priorities under tight deadlines, and adapt to evolving requirements. Previous experience in project management within the electronic discovery field would be beneficial. Join HSBC as an eDiscovery Technology Operations Analyst and become part of a global organization dedicated to enabling businesses to thrive and individuals to achieve their aspirations. Your contributions will be instrumental in driving economic profit while ensuring the security and integrity of electronically stored data. At HSBC, your personal data privacy is of utmost importance, and all information shared during the application process will be handled in accordance with our Privacy Statement. If you are ready to make a real impact and advance your career in a dynamic environment, HSBC welcomes you to join our team of professionals.,

Job Description Position: Lead Real-Time Analyst (RTA) Department: Workforce Management Hierarchy: Mid-level Command Direct Supervisor: Workforce Coordinator The Real-Time Analyst (RTA) is responsible for monitoring call center agents' performance and ensuring optimal staffing levels to meet service level agreements (SLAs) in real time. The RTA will provide timely and accurate data to maintain efficiency and productivity while balancing customer satisfaction. This role requires swift decision-making and constant communication with team leaders and other stakeholders. Primary Responsibilities 1. Real-Time Management 1.1. Monitor call volume, agent activity, and performance in real time to ensure efficient operations. 1.2. Maintain and optimize service levels by making real-time decisions related to staffing, breaks, and lunch schedules based on call volume trends. 1.3. Schedule offline times, absences, or any other exceptions in real time using WFM tools (Scheduly, SQL). 1.4. Recommend schedule changes, overtime, or adjustments in agent availability to address deviations from forecasted demand. 1.5. Communicate with supervisors, team leaders, and management regarding any performance issues, outages, or unexpected spikes in call volume. 2. Documentation and Monitoring 2.1. Present intraday results along with different actions taken during the day. 2.2. Generate and analyze real-time and historical reports related to agent productivity, occupancy, and adherence. 2.3. Quickly escalate any system outages, technical issues, or staffing shortages that may impact service delivery. 3. Forecasting and Analysis 3.1. Provide input to long-term and short-term forecasting models, working closely with the workforce management team. 3.2. Analyze and modify schedules in demand based on current volume, SLAs, shrinkage, and productivity trends. 3.3. Troubleshoot issues as they arise in real time, making adjustments to schedules or staffing levels to avoid service disruption. 4. Policies and Procedure Compliance 5.1. Ensure all policies, procedures, applicable rules, regulations, and standards are strictly followed as per client guidelines. 5.2. Participate and contribute in all company initiatives or events (e.g., training, awareness meetings) related to Information and Information Security, PCI compliance, etc. 5.3. Actively participate in WFM policy creation and process standardization. 5.4. Perform other functions as directed by the immediate superior. Education Preferred background in fields related to statistics, systems engineering, programming, data analytics, etc., or equivalent work experience. Experience Proven experience in a call center environment, preferably in a real-time analyst or workforce management role. Strong understanding of workforce management concepts, including call volume forecasting, scheduling, and adherence. Proficiency in WFM tools and software (e.g., NICE, Verint, IEX). Excellent analytical skills and attention to detail. Ability to work in a fast-paced environment and manage multiple priorities. Strong communication skills, with the ability to interact effectively with all levels of staff. Ability to make decisions quickly and handle pressure in a real-time environment. Competencies Detail-Oriented Logical Thinking Time Management Achievement-Oriented Show more Show less

Monitor real-time agent performance, adherence, shrinkage, occupancy Create maintain schedules, rosters, forecasts to optimize resource allocation Track AHT, SLA, and productivity metrics Analyze call volume trends and prepare reports for leadership Required Candidate profile Coordinate with Ops, Training, HR teams to ensure smooth workforce planning Identify gaps and recommend corrective actions to meet business KPI Support capacity planning provide inputs for hiring Perks and benefits Perks and Benefits

Role : NICE inContact Engineer Location: Gurugram Mode: Work from Office 24*7 Education and Essential Experience: 1 + years Must have exp in NICE inContact / CXone solutions, including voice, chat, email, and SMS channels. Collaborate with architecture teams to design and implement call flows, IVR systems, and backend integrations using API Good to have Contact Center domain exp Certifications in contact center management or NICE CXone platforms are advantageous IGT Solutions provides equal employment opportunities to all individuals based on job related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these groups.

We are looking for full-time Workforce Management Real-Time Analysts (WFM RTA) who will manage and monitor the contact centers real-time operational performance. This role involves analyzing call center metrics, making real-time adjustments to staffing, and ensuring optimal service levels and efficient operations. The RTA will work closely with CS Managers, Supervisors, and contact center agents to balance workloads and maintain service standards. Additionally, the RTA will support our ongoing configuration and maintenance of call center systems within the client services group as may be required. Key Responsibilities Monitor real-time performance metrics, including call volumes, service levels, and agent adherence throughout the day. Manage staffing levels and schedules in real-time to meet service level targets and operational goals. Quickly respond to and manage unplanned events, such as system outages, high call volumes, and staffing shortages. Communicate and coordinate directly with stakeholders on trends and staffing levels to ensure appropriate resource allocation and to address any operational issues. Use WFM software and tools to manage real-time operations and to make data-driven decisions. Assist the WFM Analyst in generating and distributing real-time performance reportsandintraday summaries to management. Assist the WFM Analyst in setting up new dashboards for regional managers. Identify and recommend improvements to processes and systems to enhance operational efficiency and service quality. Work closely with other WFM team members to ensure consistent and effective workforce management practices. Provide guidance and support to agents and supervisors on real-time adherence and performance metrics. Qualifications and Skills A bachelors degree in computer science, business, operations management, or a related field is preferred. Minimum two years of experience in a workforce management or call center operations role. Proficiency in WFM software (such as NICE, RingCentral or Aspect) and a strong knowledge of Microsoft Office, especially Excel and PowerPoint Strong analytical and problem-solving skills with the ability to interpret and act on data quickly Excellent verbal and written communication skills with fluency in English Ability to manage multiple tasks and priorities in a fast-paced environment Strong interpersonal skills and the ability to work effectively in a team-oriented environment High level of accuracy and attention to detail Company Benefits & Perks: Competitive salary package. Performance-based annual bonus cash and stocks Group Medical & Life Insurance. Modern offices with free amenities & fully stocked cafeterias. Monthly food card & company-paid snacks. Hardship/shift allowance with company-provided pickup & drop facility* Attractive employee referral bonus. Frequent company-sponsored team-building events and outings.

Manager Training Required Graduation Mandatory Minimum 8-10 Years Relevant exp into Training Salary Upto 14.5 LPA Location-: Gurgaon Should have exp in International Banking process* Excellent Communications Call@9205503253 / 9953262467 Required Candidate profile Candidate should have experience as Manager Training on Papers Should have managed a Team International BPO Exp mandatory Six Sigma certification Excellent Communications Skills

So, what’s the role all about? The Senior Program Manager serves an instrumental role in delivering NiCE CXone Mpower software features, roadmap and solutions to the high-end of the market. Fulfilling the role as Senior Program Manager will help drive, plan and standardize activities across the CXone Mpower platform toward strategic customer initiatives and deliverables. This person is responsible for driving organizational success through governance, standardization, consensus building and planning efficiency efforts. This role provides a stellar opportunity for advanced program management as it cares for a deeply complex set of requirements at the intersection of our most strategic customers, product management, architecture and executives. How will you make an impact? The Senior Program Manager collaborates with Product Management to disseminate customer-centric requirements and concepts into actionable work items for Architects, Software Engineers, and Quality Assurance Engineers. Execute the product vision through roadmap articulation for specific features to internal stakeholders for strategic customers including account teams, architecture, product and executive leadership. Interface with teams throughout company to drive, plan, and implement software objectives. Serve as a unifying force for complex and cross-organizational efforts, providing consensus, actionable next steps and communication tailored to the specific audience. Drive and lead the team on a daily basis ensuring that team plans, estimates, documents, and products deliver features on schedule and within budget. Articulate status and plan with accuracy, concise language and a focus on deliverables and risk identification. Perform the scrum master role for multiple teams. Identify resource conflicts, influence and facilitate course corrections to fulfill key project milestones. Give clear and timely direction for product and project questions. Coordinate with Product Management for product launches and technical documentation. Be an expert with respect to the product line and usability. Good understanding of competitive landscape. Maintain and share deep understanding of the product from the end-user perspective. Participate in continuous process and program improvement that lead to reduced costs, time-to-market and increased predictability. Occasional travel for client-site visits or industry tradeshows. May also manage other program or project managers. Occasional staff selection, coaching, goals, performance, and evaluations. Share job knowledge, skills and ideas with other employees. Follow the company Code of Ethics and NiCE policies and procedures at all times. Communicate in an effective and professional way with customers in and outside of NiCE. Have you got what it takes? Bachelors or Masters Degree in Computer Science, Information Technology or related field or equivalent work experience required. Technical or industry certifications are preferred in addition to the required education/experience. 10+ years of project leadership in a cross-functional environment 10+ years hands-on experience working in a key software development lifecycle role 10+ year of demonstrated success defining and launching products 10+ years of demonstrated experience writing software specifications Experience with Agile/Scrum, RUP, and other modern development methodologies – preferably serving as a Scrum Master Demonstrated progressive work experience in a lead role Proactive, responsive and committed to removing roadblocks to fulfill timelines Strategic thinker, consensus builder Understands and translates non-technical feature descriptions into structured use cases, requirements, and specifications for technical audiences Ability to interact well with technical and non-technical people and serve as a bridge to translate complex requirements and concepts Experience working with and influencing cross-functional teams without formal authority Strong technical background with experience in communications, customer experience, AI, telephony, hosted-solutions, or contact center related fields Strong organizational skills and ability to manage multiple simultaneous projects in a changing and fast paced environment Excellent facilitation, interviewing, and presentation skills Excellent written and verbal communications skills Experience Preferred: Product Management experience using formal techniques and principles Experience working with graphical user experience and user interface design Experience working with object-oriented software development, web services, web development or other similar technical products Understanding of standard engineering processes and software development methodologies Experience with user acceptance testing, regression testing, integration testing. PMI, PMP, Certified Scrum Practioner, Certified Scrum Master certifications 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: 8357 Reporting into: Tech Manager, Engineering, CX Role Type: Individual Contributor

Skills: Excellent customer relations/service skills. Communication both written and oral with excellent attention to clarity and delivery of information to a wide audience. Ability to prioritize and handle multiple tasks simultaneously. Strong analytical, reasoning and organizational and project task management skills. Exceptional attention to detail and follow through, including proper documentation. Ability to understand business systems technologies. Excellent Interpersonal Skills Self-motivated & ability to work on own or with teams Ability to work under pressure, handle multiple work assignments, prioritize work and be held fully responsible for decisions. Required certification on logger for - NICE, Verint, Avaya Loggers, WFM, WFO, Experience: 8+ years of Implementation & Support Experience working various loggers. Proven expertise with NICE, Verint, Avaya, - Engage, WFO, AWFO, WFM etc. Well Versed with Contact Center portfolio Comprehensive knowledge of technologies found commonly in a Contact Center environment. Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces.

As a Collaboration Managed Services Engineer (L2) at NTT DATA, you will play a crucial role in providing a managed service to clients to ensure the continuous operation of their IT infrastructure and systems. Your responsibilities will include proactively monitoring, identifying, investigating, and resolving technical incidents and problems to restore service promptly. Your focus will be on second-line support for incidents and requests with a medium level of complexity, with the primary objective being to resolve client requests or tickets without breaching service level agreements (SLA). Your day-to-day tasks will involve troubleshooting all contact center operations-related issues, ensuring that tickets are assigned to the correct team, updating tickets with resolution remarks, and closing tickets within the specified time frame. You will contribute to daily performance reviews, manage all P1/P2 & P3 incidents during your shift, ensure the closure of all tickets within SLA, and provide the Root Cause Analysis (RCA) within SLA or implement workarounds/solutions. Additionally, you will be involved in monthly capacity planning reports, pre and post-implementation reviews for all RFCs, and reviewing and updating minimum Standard Operating Procedures (SOPs) per process. In this role, you will need to have a strong technical background in contact center operations, with hands-on experience in various technologies including Avaya communication manager series, Avaya products like Session Managers, System Managers, Media servers, AES, gateways, Genesys Pure Cloud, Recording platforms such as Verint and Nice, Workforce Management platforms like Verint, IEX, or Aspect, SIP, IP & TDM technologies, CTI technologies, integrations with third-party systems, dialer technologies like Genesys, Aspect Unified IP, or Avaya, and knowledge of omni-channel, digital, and analytics. Additionally, a fair understanding of Network basics and additional certifications in voice/network streams would be beneficial for this role. NTT DATA is a trusted global innovator in business and technology services, serving 75% of the Fortune Global 100 companies. Committed to helping clients innovate, optimize, and transform for long-term success, NTT DATA invests significantly in R&D to support organizations and society in moving confidently into the digital future. As an Equal Opportunity Employer, NTT DATA offers a hybrid working environment and values diversity, inclusion, and professional growth for its employees.,

As a Collaboration Managed Services Engineer (L3) at NTT DATA, you will play a crucial role in providing managed services to clients by proactively identifying and resolving technical incidents and problems. Your work will involve pre-emptive service incident and resolution activities, product reviews, operational improvements, operational practices, and quality assurance to ensure a high level of service to our clients. Your primary objective will be to maintain zero missed service level agreement (SLA) conditions, manage tickets of high complexity, conduct advanced tasks, and provide resolutions to a diverse range of complex problems. In this role, you will exercise considerable judgment and independent analysis within defined policies and practices. You will apply analytical thinking and deep technical expertise to achieve client outcomes while also coaching and mentoring junior team members across functions. Your responsibilities will include troubleshooting all contact center operations related issues, ensuring tickets are assigned to the correct team, updating tickets with resolution remarks, and closing tickets on time. You will contribute to daily performance reviews, manage all P1/P2 & P3 incidents during shifts, close all tickets within SLA, provide RCA within SLA or Workaround/Solution, adhere to monthly capacity planning reports, conduct technical training sessions, review and update SOPs per process, identify areas of opportunities for improvement, and advance contact center technical operations. You will need strong hands-on experience with various technologies such as Avaya communication manager series, Avaya products like Session Managers, System Managers, Media-servers, AES, gateways, Oracle Acme SBC's, Genesys Pure Cloud, recording platforms, workforce management platforms, Omni-channel, Chatbot, speech analytics, and more. Your operational experience should include understanding systems maintenance, licensing, configurations, disaster recovery, SLAs management, and vendor management. The role also requires expertise in Planning, Design, Implementation, Operation, and Optimization services for Voice Contact Center and Telephony, along with knowledge of SIP, IP & TDM technologies, CTI technologies, dialer technologies like Genesys, Aspect Unified IP, Avaya, omni-channel, digital, analytics, and network basics. Additional certifications in voice/network stream would be beneficial. This position offers a hybrid working environment and is an equal opportunity employer. Join us at NTT DATA to continue growing, belonging, and thriving in a diverse and inclusive workplace where you can expand your skills, expertise, and opportunities.,

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

We are hiring for TOP MNC for Workforce Management- Capacity Planning & Forecasting. Please Note - Must have strong experience in Capacity Planning & Forecasting. Interview Mode - Face to Face on 4th Sep 25 Location - Bangalore Experience - 8 - 14 Years 9- 13 Years- 14LPA (Assistant Manager)- People Management experience- added advantage Notice Period - Immediate - 45 Days max. Shift - UK Shift Please Note- Need to be flexible work from office all 5 Days. Qualification- Graduate and postgraduate. Skills Required Workforce management Capacity planning, preferably in a contact center or service/sales/retail operations environment. Capacity planning, forecasting, Data science, Machine learning, time series) Strong proficiency in Excel (e.g., pivot tables, charts, formulas). Experience with Capacity planning models, workforce management systems like NICE IEX, Geneys) Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models. Real sense of ownership and accountability to deliver against plan. Good analytical and problem-solving skills, with attention to detail and accuracy. Ability to forge positive, objective relationships with Client, Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities. Must demonstrate perceptive, thorough and decisive approach to problem solving. Support implementation and optimization of WFM tools (e.g., NICE, Verint, IEX, Genesys) to enhance workforce planning and analytics. Extensive experience in Capacity Planning and Forecasting. Strong in leadership role on a global set up Experience in working in WFM and/or in the BPO/Contact Centre Industry: A solid understanding of applicable performance metrics and data is necessary Working knowledge and technical understanding of WFM principles and calculations: This includes capacity planning, forecasting, and scheduling Excellent analytical skills: The ability to analyse data and make informed decisions Effective organizational and time management skills: The ability to manage multiple tasks and priorities efficiently Excellent oral and communication skills: The ability to effectively communicate with team members, clients, and other stakeholders Interested candidates please share resume on below details Support in building accurate forecasts based on historical trends and business inputs; manage Capacity planning efficiency to balance workload distribution. Identify inefficiencies in workforce management processes and propose automation or system enhancements to improve accuracy and efficiency. Interested applicant can share resume and can contact to below mentioned contact info.: Share CV on: Amzad@inspirationmanpower.co.in Call to: Amzad Ali - 9900024952

Manager Training Required Graduation Mandatory Minimum 8-10 Years Relevant exp into Training Salary Upto 14.5 LPA Location-: Gurgaon Should have exp in International Banking process* Excellent Communications Call@9205503253 / 9953262467 Required Candidate profile Candidate should have experience as Manager Training on Papers Should have managed a Team International BPO Exp mandatory Six Sigma certification Excellent Communications Skills

We are hiring for TOP MNC for Workforce Management - Capacity Planning & Forecasting. Please Note- Must have strong experience in Capacity Planning & Forecasting. Location - Bangalore Experience - 8 - 14 Years 5 - 10Years- 9LPA - Sr Analyst / Team Lead - IC Role / People Management 8 - 15Years - 14LPA - Specialist / Assistant Manger - People Management Notice Period - Immediate - 60 Days max. Shift - UK Shift Please Note- Need to be flexible work from office all 5 Days. Qualification- Graduate and postgraduate. Skills Required Workforce management Capacity planning, preferably in a contact center or service/sales/retail operations environment. Capacity planning, forecasting, Data science, Machine learning, time series) Strong proficiency in Excel (e.g., pivot tables, charts, formulas). Experience with Capacity planning models, workforce management systems like NICE IEX, Geneys) Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models. Real sense of ownership and accountability to deliver against plan. Good analytical and problem-solving skills, with attention to detail and accuracy. Ability to forge positive, objective relationships with Client, Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities. Must demonstrate perceptive, thorough and decisive approach to problem solving. Support implementation and optimization of WFM tools (e.g., NICE, Verint, IEX, Genesys) to enhance workforce planning and analytics. Extensive experience in Capacity Planning and Forecasting. Strong in leadership role on a global set up Experience in working in WFM and/or in the BPO/Contact Centre Industry: A solid understanding of applicable performance metrics and data is necessary Working knowledge and technical understanding of WFM principles and calculations: This includes capacity planning, forecasting, and scheduling Excellent analytical skills: The ability to analyse data and make informed decisions Effective organizational and time management skills: The ability to manage multiple tasks and priorities efficiently Excellent oral and communication skills: The ability to effectively communicate with team members, clients, and other stakeholders Interested candidates please share resume on below details Support in building accurate forecasts based on historical trends and business inputs; manage Capacity planning efficiency to balance workload distribution. Identify inefficiencies in workforce management processes and propose automation or system enhancements to improve accuracy and efficiency. Interested applicant can share resume and can contact to below mentioned contact info.: Share CV on: asha.g@inspirationmanpower.co.in Call to: Asha - 7624836555

So, what’s the role all about? A Java fullstack software developer is responsible for both frontend and backend development using Java-based technologies. Here's an overview of what you might expect in a job description for this role. How will you make an impact? Understand business requirements and translate them into technical implementation. High accountability of delivering planned work Create and maintain positive and productive working relationships across teams. Have you got what it takes? Bachelor/Master of Engineering Degree in Computer Science, Electronic Engineering or equivalent from reputed institute 8+ years of software development experience Working experience in Core Java, proficient with Java algorithms and data structures Worked in high performance, highly available and scalable systems. Strong experience with Spring Framework, Spring Boot, Angular 12+ Experience working with 3rd tools like Tomcat, Elastic search, Redis Cache. Experience in any object-relational mapping (e.g. Hibernate) Strong Development experience creating RESTful Web APIs. You will have an advantage if you also have: Experience with public cloud infrastructure and technologies such as AWS/Azure/GCP etc Experience working in and driving Continuous Integration and Delivery practices using industry standard tools such as Jenkins. Ability to work independently and collaboratively, good communication skill. Able to resolve problems of moderate scope which requires an analysis based on a review of a variety of factors. 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 iis 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: 8610 Reporting into: Tech Manager Role Type: Individual Contributor

So, what’s the role all about? A Software Engineer in Data Platforms, Datalake and snowflake holds a prominent position in software development teams, responsible for designing, developing, and implementing complex data solutions that leverage both frontend and backend technologies. Here's an overview of the key responsibilities and qualifications for this role: How will you make an impact? Maintain quality, ensure responsiveness, and help optimize new and existing systems. Collaborate with the rest of the engineering team to design and build new features on time and to budget. Maintain code integrity and organization. Understanding and implementation of security and data protection. Understanding of the Business Change cycle from inception to implementation, including the organization of Change initiative Ability to coordinate build and release activities with key stakeholders. Have you got what it takes? Bachelor’s degree in computer science, Business Information Systems or related field or equivalent work experience is required. 3+ year experience in software development Hands-on with Snowflake Cloud Data Platform (minimum 2 years). Snowflake certifications is preferred. Strong experience in SQL Hands on experience on Python/Go. Understanding of Snowflake administration (roles, RBAC, warehouses). Experience with Snowflake advanced utilities, Time Travel & Fail-safe, resource monitors, alerts, and cost optimizations. Knowledge of snowflake data governance and security policies. Experience building Airflow DAGs and managing job dependencies. Experience with AWS Technology including (S3, SQS, Lambdas, Firehose, IAM, CloudWatch, etc) Excellent knowledge on Airflow. Knowledge of snowflake cloud storage integration (AWS S3 / GCS / Azure Blob) Experience in CI/CD, git, github Actions, Jenkins based pipeline deployments. Working knowledge of unit testing 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: 8574 Reporting into: Tech Manager Role Type: Individual Contributor

Assistant Manager - Training & Quality Key Responsibilities Responsible for managing the Training and Quality vertical for the Delivery Executive (DE) support function within the contact center. The role focuses on improving the support experience through structured training programs, robust quality frameworks, and capability-building initiatives. The two objectives of this role are to: . Drive consistent performance and learning outcomes. . Enhance the delivery partner experience through quality assurance and training interventions. Job Duties Training . Own end-to-end training life cycle - onboarding, nesting, floor refreshers. . Prepare training calendars, track attendance, measure effectiveness through post-training evaluations and performance metrics. . Identify training needs through performance data and quality audits. . Create and update training content, SOP documents, and process decks in collaboration with policy/process teams. . Facilitate process update sessions for agents and team leaders during feature rollouts or SOP revisions. . Build and manage a pool of floor trainers. Quality . Design and implement a QA framework covering voice, chat, and non-voice channels. . Monitor agent performance on quality metrics like empathy, process adherence, communication, and accuracy. . Conduct root cause analysis on repeat errors or DSAT drivers and recommend coaching interventions. . Lead calibration sessions to ensure scoring consistency and align quality standards across teams. . Maintain QA scorecards, feedback trackers, and RCA logs. Analytics & Reporting . Prepare and publish regular dashboards for training coverage, quality scores, TNI trends, and error types. . Track and report feedback TAT, audit accuracy, and effectiveness of interventions. . Use performance data to highlight gaps and recommend improvements. People . Manage and mentor a team of Trainers and Quality Analysts. . Monitor team performance and provide timely feedback and coaching. . Plan rosters, manage team schedules, and address administrative needs (attendance, leave, escalations). . Ensure clarity of expectations and align the team to org-level goals and KPIs. . Drive morale and team engagement identify development opportunities and build succession pipelines. Organizational . Participate in org-level projects such as new center launches, tool adoption, and curriculum revamps. . Support operations during peak volume days or new launches. . Collaborate with cross-functional teams (Policy, WFM, Tech, etc.) for seamless implementation of initiatives. Metrics for Performance Measurement . QA score trend and audit accuracy . Training completion and effectiveness scores . Feedback TAT adherence . Process compliance and documentation hygiene . Attrition and absenteeism rates within T&Q team . Stakeholder satisfaction and implementation of improvements . Alignment to Swiggy values and partner-first mindset Good to Haves REQUIRED . Excellent communication and facilitation skills . Strong analytical and problem-solving skills . Prior experience in managing Training/QA teams . Proficiency in Excel, Google Sheets, and QA tools . Exposure to customer/partner support environments (voice/chat/email) . Ability to lead by example and build high-performing teams . Comfortable working in rotational shifts if required . Preferred(Not Mandatory) . Certifications in training, coaching, or Six Sigma . Knowledge of LMS and QA platforms (Ameyo, Freshdesk, NICE, etc.)

We are hiring for TOP MNC for Workforce Management- Capacity Planning & Forecasting. Please Note - Must have strong experience in Capacity Planning & Forecasting. Interview Mode - Face to Face on 4th Sep 25 Location - Bangalore Experience - 8 - 14 Years 9- 13 Years- 14LPA (Assistant Manager)- People Management experience- added advantage Notice Period - Immediate - 45 Days max. Shift - UK Shift Please Note- Need to be flexible work from office all 5 Days. Qualification- Graduate and postgraduate. Skills Required Workforce management Capacity planning, preferably in a contact center or service/sales/retail operations environment. Capacity planning, forecasting, Data science, Machine learning, time series) Strong proficiency in Excel (e.g., pivot tables, charts, formulas). Experience with Capacity planning models, workforce management systems like NICE IEX, Geneys) Basic understanding of contact center KPIs (e.g., AHT, shrinkage, service level, occupancy) and their impact on capacity models. Real sense of ownership and accountability to deliver against plan. Good analytical and problem-solving skills, with attention to detail and accuracy. Ability to forge positive, objective relationships with Client, Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities. Must demonstrate perceptive, thorough and decisive approach to problem solving. Support implementation and optimization of WFM tools (e.g., NICE, Verint, IEX, Genesys) to enhance workforce planning and analytics. Extensive experience in Capacity Planning and Forecasting. Strong in leadership role on a global set up Experience in working in WFM and/or in the BPO/Contact Centre Industry: A solid understanding of applicable performance metrics and data is necessary Working knowledge and technical understanding of WFM principles and calculations: This includes capacity planning, forecasting, and scheduling Excellent analytical skills: The ability to analyse data and make informed decisions Effective organizational and time management skills: The ability to manage multiple tasks and priorities efficiently Excellent oral and communication skills: The ability to effectively communicate with team members, clients, and other stakeholders Interested candidates please share resume on below details Support in building accurate forecasts based on historical trends and business inputs; manage Capacity planning efficiency to balance workload distribution. Identify inefficiencies in workforce management processes and propose automation or system enhancements to improve accuracy and efficiency. Interested applicant can share resume and can contact to below mentioned contact info.: Share CV on: Amzad@inspirationmanpower.co.in Call to: Amzad Ali - 9900024952

Were Hiring: Resource Planning Analyst (Bangalore | Hybrid) Are you passionate about data, forecasting, and workforce planning? Join our TRO Resource Planning team to help optimize demand forecasting, staffing, and skill-based routing using advanced tools and analytics. What You’ll Do: Monitor, forecast, and plan demand for short- to medium-term horizons Perform advanced data analysis with Python & SQL (must-have) Work with NICE Workforce Management for scheduling & operational planning Support skill-based routing, ensuring efficient case assignment Partner with engineering & operations to drive data-driven decisions Provide 3–6 month staffing outlooks & recommendations What We’re Looking For: 5+ years’ experience in workforce management, demand planning, or resource planning Strong hands-on skills in Python & SQL (mandatory) Experience with NICE tools (preferred) Java knowledge is a plus – or willingness to learn on the job Strong analytical, problem-solving, and stakeholder engagement skills Role Details: Location: Bangalore (Hybrid – Tue/Wed/Thu) Shift: 9 AM – 6 PM Assignment: 12 months | 2 headcounts Experience: 5+ years If you’re ready to make an impact in forecasting, planning, and workforce optimization, we’d love to hear from you! If interested, Please share me your updated resume to rama.c@acesoftlabs.com Regards, Rama CH Key Account Manager (KAM) Acesoft Labs