161 Nice Jobs - Page 7

So, what’s the role all about? We are seeking a highly skilled and experienced Specialist 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. 8+ 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: 8023 Reporting into: Tech Manager Role Type: Individual Contributor

Leading BPO in Noida Hiring for Supervisor WFM- Planning & Scheduling Experience 3+ Years Role and Key Responsibilities: • Understanding of Capacity Plan, scheduling and rostering. • Skill-Based Scheduling for in-house agents • Define agents according to skills and proficiencies • Compares over/under staffing with total staffing hours. Measures the effectiveness and quality of scheduling. • Review the projected performance for the sites on a near term basis. i.e. weekly/ fortnightly. • Build, review and plan requirements based on forecasting information for production headcount by day by interval for the supported time frame (requirements base don KPI such as in and out of office shrinkage. • Review the projected scheduled performance and review over/ under. • Take corrective action on the over/ under analysis and make recommendation on schedule changes, reskilling, realignment of agents across sites • Review DOW and Intraday Patterns and Support VTO/OT/PTO requests • AHT profiling • Assumption Management and Support admin features of schedules tools to include rules. Key Skills and knowledge: • Knowledge of Advanced Excel to work on data and create reports; Knowledge of VBA will be an added advantage • Graduate with Contact Center experience and good communication skills. • People management experience. • Proficiency in multi-tasking and engaging multiple stake holders at a time in a multiskilling environment. • Strong process and mathematical orientation Root Cause Analysis, proactive management & data presentation • Analytical bent of mind and strong process and mathematical orientation • Knowledge of Contact Centre methodologies and operational principles. • Complete understanding of overall operational activities including phone, email, chat, community and social media support. • Effective communication skills. • Advanced knowledge of MS products, particularly Excel, PowerPoint. • Proficiency with computers • Willingness to work in a 24*7 shift environment • Drive for self-learning and knowledge enhancement • Ability to simplify complex operations into repeatable processes • Comfortable in a fast-paced environment • Ability to make decision in time sensitive ambiguous situations • Since this is a supervisory and client-facing position, the candidate must be able to communicate effectively. • Avaya CMS is required, and Verint is preferred. • Must understand Billing & Invoicing. • Advanced Excel knowledge to deal with data and develop reports; knowledge of VBA and Power BI will be an advantage. Interested Candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Job Title - GN - SONG - Service - Genesys Analyst/Consultant/Manager/Senior Manager Management Level: 11,9,7 & 6Location: Bengaluru, Mumbai , Hyderabad, Pune, Gurugram, Chennai Must-have skills: Genesys Contact Center Implementation Good Good to have skills: Genesys Pure Connect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, ServiceNow, Adobe, Microsoft Azure, Google Cloud etc.) Job Summary: This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions. Roles & Responsibilities: Develop and execute technology transformation strategies, oversee implementation projects, and optimize digital capabilities for business efficiency.You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will Functional Experience : Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs Industry Experience : Experience & Specialization in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources. Understand market and customer challenges: Create business case and strategic transformation roadmap based on industry & market trends. Help sell and deliver Genesys contact center solutions to clients: Product overview, Partner readiness support, pricing, documentation, first call presentations Drive Partner support activities: A strong focus on nurturing deeper, more strategic relationships with key parties Develop requirements based on leadership input: Performance/Status reporting, Problem Solving and Conflict Management Bring your best skills forward to excel at the role: Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements. Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite. In-depth knowledge and know-how of Customer Service Operations: Cross-industry experience, functional and hands on experience on Voice , Digital (SMS, Email, Chat etc.) , WFM, Predictive Routing and Analytics applications Proactively identifying customer needs through a functional and technical benefits assessment: Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions. Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics: This includes pricing strategy of different Genesys on-premises and cloud solutions and providing detailed TCO Experience in Genesys Cloud administration & Solution experience: Use Genesys Architect/Composer/Designer, Genesys WFM, Pointillist , Genesys Cloud Models , Genesys Predictive Routing and Engagement. Your experience counts! A minimum 3 to 16 years of experience working with Customer Service operations and Contact Center channels, leading Customer Service operations assessment/benchmarking and In-depth knowledge and know-how of Customer Service Operations, Cross-industry experience is preferred. Functional and hands on experience on Voice and Digital (SMS, Email, Chat etc.) applications solutioning Experience in leveraging Genesys product suite to automate customer service processes, enhance CX/AX & provide value based outcomes

Company Name: VARITE INDIA PRIVATE LIMITED About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services. About The Client: Founded in Mountain View, California, the Client is currently headquartered in Sunnyvale, California, with 33 global offices. The Client provides a business and employment-focused social media platform that works through websites and mobile apps. The platform is primarily used for professional networking and career development. About The Job: As a Resource Planning Analyst within the TRO Resource Planning team, you will support the governance and accuracy of workforce systems by ensuring data integrity in NICE, managing headcount updates, and serving as a key liaison between NICE technical teams and Managed Service Providers. You will also contribute to the development and validation of short-term demand forecasts to inform capacity planning and scheduling. In addition, you will help design, maintain, and optimize skill-based routing logic to ensure accurate case assignment across workflows, aligning resource capabilities with evolving business needs. This role plays a critical part in optimizing demand forecasting, capacity planning, skill-based resource allocation, and overall operational performance. Essential Job Functions: Forecasting & Demand Planning: Monitor short- to medium-term forecasts for queued volume, handle time, attrition and shrinkage using historical and behavioral data. Translate forecasts into staffing optimization to meet service levels. Align staffing recommendations with forecasted workload, shrinkage assumptions, and headcount availability. Support headcount ramping plans and cross-training initiatives. Design, maintain, and optimize skill-based routing rules across and ensure routing logic accurately reflects agent capabilities, workflow priorities, and business requirements. Maintain accuracy of employee profiles, group mappings, and scheduling parameters in NICE. Ensure timely updates to reflect staffing changes and organizational shifts. Manage headcount records across planning tools and coordinate with Ops and vendor partners to keep planning systems up to date. Collaborate with the Managed Service Providers Workforce Management team to align schedules with interval-level forecasts and business needs, including shift coverage and time-off planning. Support the real-time team by monitoring daily performance metrics and recommending schedule or staffing adjustments in response to intraday demand shifts or disruptions. Serve as the primary point of contact between NICE system admins and operations to translate requirements, validate system changes, and troubleshoot configuration issues. Prepare and maintain documentation on routing logic, data integrity across systems and planning inputs. Support reporting on forecast, staffing coverage, and routing performance. Identify opportunities to improve accuracy, scalability, and operational impact across planning, scheduling, and routing processes. Track, and analyze KPIs such as service level, average handle time, utilization, shrinkage, attrition, and schedule efficiency Work closely with engineering, data science, and operations to understand business strategies, and monitor product and efficiencies ramps. Utilize NICE forecasting software, statistical tools, and advanced programing skills to develop skill routing prioritization and ensure data integrity. Qualifications: Bachelor's degree in business, Operations Management, Economics, Statistics, Supply Chain Management, or related field. 5+ years previous experience in demand planning, data analysis and workforce management is required. Proficiency in programming languages such as Python, Java and SQL. Proficiency in using workforce management software and tools (e.g., WFM-NICE software, Excel, data analysis tools). How to Apply: Interested candidates are invited to submit their resume using the apply online button on this job post. Equal Opportunity Employer: VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status. Unlock Rewards: Refer Candidates and Earn. If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE. Exp Req - Referral Bonus 0 - 2 Yrs. - INR 5,000 2 - 6 Yrs. - INR 7,500 6 + Yrs. - INR 10,000

So, what’s the role all about? NICE Actimize is seeking an experienced and motivated Financial Crime Portfolio Solutions Engineer to support our partner ecosystem in selling cutting-edge financial crime and compliance solutions. This role is pivotal in enabling and supporting Value-Added Resellers (VARs), System Integrators (SIs), Advisory Partners, Delivery Partners and Cloud Marketplaces(AWS) in the technical positioning, demonstration, and sales of NICE Actimize’s solutions. The ideal candidate will combine deep domain expertise in financial crime and compliance with strong technical acumen and pre-sales experience. You will be responsible for driving partner success across the full Actimize product portfolio, including both on-premises and SaaS offerings, by delivering enablement, co-selling support, and architectural guidance. How will you make an impact? Partner Enablement & Support Educate and train partner sales and technical teams on our financial crime solutions (e.g., AML, KYC, sanctions screening, transaction monitoring, fraud detection). Provide guidance on positioning strategies, competitive differentiation, and value proposition messaging. Develop and deliver partner onboarding materials, solution playbooks, and technical collateral. Create and maintain reusable technical assets (demo scripts, demo environments, reference architectures) for partner use. Collaborate with Actimize Professional Services, Solution Engineering, and Product teams to design, develop, and maintain robust references Pre-Sales Engagement Collaborate with partner and field sales teams during customer discovery, needs analysis, and solution scoping. Lead product demonstrations, workshops, and proof-of-concepts tailored to customer requirements. Act as a technical subject matter expert in meetings with clients and partner stakeholders. Assist partners with RFI/RFP responses, presentations, and technical documentation. Assist partners in qualifying strategic customer opportunities and aligning Actimize solutions to customer requirements and compliance mandates. Support pricing strategy and commercial proposal development. Guide partners in solution architecture best practices for Actimize SaaS and on-prem deployments by evangelizing reference architecture, with emphasis on scalability, compliance, and integration with banking systems. Support partners with AWS Marketplace Private Offers Provide hands-on support or escalation during complex partner-led demos or pilots. Cross-Functional Collaboration Liaise closely with Product Management, R&D, and Professional Services to relay partner feedback, shape roadmap input, and advocate for partner-centric features. Act as a trusted advisor and advocate for channel partners within NICE Actimize’s technical ecosystem. Market Intelligence & Feedback Stay abreast of regulatory trends, emerging threats, and competitor activity in the financial crime and compliance space. Provide structured feedback to product, marketing, and sales teams to improve offerings and GTM strategies. Have you got what it takes? Bachelor’s degree in Finance, Business, Computer Science, or a related field. 3+ years of experience in a Pre-Sales, solution consulting, or partner-facing role within the financial crime or fintech sector. Strong understanding of financial crime compliance processes (e.g., AML, CTF, sanctions screening, KYC/CDD, fraud mitigation). Experience with compliance technology platforms, case management systems, and data integrations. Proven ability to influence both technical and business stakeholders. Excellent communication, presentation, and interpersonal skills. Experience with SaaS and on-prem enterprise software architectures, including APIs, data ingestion, and cloud services (AWS, Azure). Proven success in delivering partner technical enablement and support on a global scale. Willingness to travel occasionally to partner and client sites. 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: 8076 Reporting into: Director Role Type: Individual Contributor

Job Title - GN - SONG - MT - Workforce Intelligence - Senior Manager/Manager Management Level: 06/ Senior Manager or 07/ Manager Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai Must have skills: Workforce Management (WFM) Good to have skills: Project Management Job Summary : You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. Areas of Work :Advance Customer Engagement, Workforce Optimization Roles & Responsibilities: As part of the team, you will drive the following Help our clients to create the workforce optimization strategy Work with clients to drive migration of workforce management platforms to new age technologies based on AI/ML Build target operating model for workforce management practice Assist clients in driving operational efficiencies through leading operational practices within the contact center/customer service organization Provide an impartial assessment of workforce management solutions Design & create strategic plans for WFO (Project & Programme) Design & create the solution architecture for workforce management transformation with best practices (across platforms) Lead large scale transformations on AI enabled contact center / customer service opportunities with clear focus on workforce optimization Build and influence relationships, grow collaborative partnerships with clients Experience using industry enterprise frameworks and methodologies to deliver business capabilities through whole systems design and architecture Work with pre-sales teams to support the solutioning of workforce optimization opportunities Manage performance of teams and identify performance improvement plans when required Develop both thought leadership points of view and new service offerings to differentiate us in the marketplace Professional & Technical Skills: Understand market and customer challenges, ability to address these challenges in a differentiated manner vs. the competition. Includes similar level of understanding with regards to all the workforce management vendor technologies Help the team to be able to solution, sell, deliver workforce optimization solutions to clients. Readiness includes ,Product overview, Partner readiness support, pricing, documentation, first call presentations Ability to drive Partner support activities which includes a strong focus on nurturing deeper, more strategic relationships with key parties Excellent communications & presentation skills Ability to develop requirements based on leadership input Ability to work effectively in a remote, virtual, global environment Strong project management skills:ability to mobilize and organize across multiple stakeholders (client and internal) and projects Additional Information: Minimum 8+ years for Manager and Minimum 12-15 years for Senior Manager of experience in delivering workforce optimization programmes across multiple opportunities Exceptional customer management & people management skills Cross domain experience includes Insurance & Financial Services, Manufacturing, Media & Entertainment and Technology based companies. Experience in handling different kinds of Contact Center process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk Experience in communicating with users, other technical teams, and senior management to collect requirements, describe software product features, technical designs, and product strategy. Practical knowledge on WFM platforms like Nice, Verint, Calabrio, Aspect, Genesys with focus on cloud solutions Practical knowledge of AI powered WFM solutions from similar providers Aware of quality and reporting platforms with the same providers as above Experience in building integration with other contact center platforms Good to have certification in any of the above mentioned platforms WFM solution Qualification Experience: Minimum 10+ year(s) of experience is required Educational Qualification: MBA/PGDM from a tier 1 or 2

So, what’s the role all about? Within Actimize, the AI and Analytics Team is developing the next generation advanced analytical cloud platform that will harness the power of data to provide maximum accuracy for our clients’ Financial Crime programs. As part of the PaaS/SaaS development group, you will be responsible for developing this platform for Actimize cloud-based solutions and to work with cutting edge cloud technologies. How will you make an impact? NICE Actimize is the largest and broadest provider of financial crime, risk and compliance solutions for regional and global financial institutions & has been consistently ranked as number one in the space At NICE Actimize, we recognize that every employee’s contributions are integral to our company’s growth and success. To find and acquire the best and brightest talent around the globe, we offer a challenging work environment, competitive compensation, and benefits, and rewarding career opportunities. Come share, grow and learn with us – you’ll be challenged, you’ll have fun and you’ll be part of a fast growing, highly respected organization. This new SaaS platform will enable our customers (some of the biggest financial institutes around the world) to create solutions on the platform to fight financial crime. Have you got what it takes? Working with architects, engineers, Product Managers, and third-party vendors to understand high level design, cross-interface impact, architectural and non-functional features addressing the customer requirements Translate the functional and non-functional requirement to test scenarios and test cases, regression cases Able to automate the test cases, using different tools Ensuring overall product health and operation quality Should understand the various issues related to data transformation and integration to create test scenarios Maintenance of the automation framework Ensuring that the automation framework uses best of breed technology including open-source tools Conducting internal product demos and assisting stakeholders in demo activity Ensure that the product tested meets the quality goals of the product team Should be hands on in terms of drafting the test strategy, testing – manual and automation. Propose best practices/standards. Qualifications: Bachelor’s or master’s degree in computer science, Data Engineering, or a related field. 4-6 years of experience in Automation/Quality Automation role, preferably in fraud or risk domains. Strong experience on testing and automation of the services natively built on AWS. Good exposure to testing in AWS ecosystem using API mock-ups, JMeter and scripting. Exposure to automation framework using Java or python. Hands on working knowledge of Automation tools involving Cucumber. Invoking regression packs from the CI/CD pipeline is a must have. Working knowledge of Jira/X-Ray and Splunk for reporting purposes. Experience in creating Test Strategy, Test Scenarios and execution a must Good communication skills (English) Strong analytical and problem-solving skills A team player that demonstrates a strong work ethic, creativity, assertiveness, and flexibility Exposure to Finance/Fraud/ Anti Money Laundering (AML). Product experience is a plus Experience with AgileDevelopment methodologies, user stories, acceptance criteria, feature prioritization, and defining product specifications (Nice To Have) Experience with cloud-based delivery, SaaS, CI/CD, DevOps, and related cloud-based software development and delivery methodologies (Nice To Have) 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: 8185 Reporting into: Director Role Type: Tech Manager

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 4+ 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 with public cloud infrastructure and technologies such as AWS/Azure/GCP etc 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 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 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: 8155 Reporting into: Tech Manager Role Type: Individual Contributor

Job Title: Solutions Architect - NICE CXOne (AI Specialization) Location: Mumbai / Pune / Chennai / Bengaluru / Bhopal / Nagpur Job Type: Full-time Industry: Information Technology / Telecommunications / Insurance / BFSI Experience: 612 years Education qualification and Certifications: Bachelor’s degree in computer science, Information Technology, or related field from a reputed university. Experience with CCaaS platforms like: NICE CXOne, Genesys CX, Amazon Connect, Sprinklr etc. 5+ years of experience in solutions architecture, with at least 2 years of hands-on experience with NICE CXOne and AI technologies. Preferred Qualifications: NICE CXOne certifications (e.g., NICE CXOne Certified Implementation Expert). Experience with cloud platforms such as AWS, Azure, or Google Cloud, particularly in contact center environments. Experience with NICE Enlighten AI Familiarity with programming languages such as Python, JavaScript, or similar for AI and API integration. Background in customer experience (CX) strategy and design. Position Overview: We are seeking a highly skilled and experienced Solutions Architect with specialized expertise in NICE CXOne and a strong focus on Artificial Intelligence (AI). The ideal candidate will play a pivotal role in designing, implementing, and optimizing customer experience solutions that leverage NICE CXOne's capabilities, with a focus on AI-driven innovations. This role requires a deep understanding of cloud contact center solutions, AI technologies, and the ability to translate business requirements into scalable technical solutions. Key Responsibilities: Solution Design and Architecture: Design end-to-end solutions using NICE CXOne, integrating AI technologies to enhance customer experience and operational efficiency. Collaborate with stakeholders to gather and analyze business requirements, translating them into technical specifications and solution designs. Architect scalable and resilient cloud-based contact center solutions leveraging NICE CXOne's full suite of tools, including AI-powered features like predictive analytics, virtual agents, and sentiment analysis. AI Integration and Optimization: Implement and optimize AI-driven capabilities such as chatbots, voice bots, natural language processing (NLP), and machine learning (ML) models within the NICE CXOne platform. Leverage NICE CXOne's AI tools (e.g., Enlighten AI, Interaction Analytics) to improve customer engagement and operational insights. Technical Leadership: Serve as the technical expert and advisor for NICE CXOne implementations, ensuring best practices and adherence to industry standards. Provide guidance to development teams on integrating third-party AI tools and APIs with NICE CXOne. Collaborate with cross-functional teams, including developers, data scientists, and business leaders, to deliver seamless solutions. Implementation and Support: Oversee the deployment and configuration of NICE CXOne solutions, ensuring alignment with architectural designs and business objectives. Troubleshoot and resolve technical issues, providing ongoing support and maintenance for deployed solutions. Conduct training sessions and workshops for internal teams and clients to ensure effective adoption of NICE CXOne and AI features. Continuous Improvement: Stay updated on the latest NICE CXOne features, AI advancements, and industry trends to continuously enhance solution offerings. Identify opportunities for innovation and improvement in customer experience processes using AI and NICE CXOne capabilities. Required Skills and Qualifications: Technical Expertise: Proven experience as a Solutions Architect with a focus on NICE CXOne, including implementation, configuration, and optimization. Strong knowledge of AI technologies such as NLP, ML, predictive analytics, and chatbot frameworks. Hands-on experience with NICE CXOne AI tools (e.g., NICE Enlighten AI, Interaction Analytics) and other AI platforms. Cloud and Integration Skills: Deep understanding of cloud-based contact center solutions and SaaS platforms. Proficiency in integrating NICE CXOne with third-party systems, APIs, and AI tools. Analytical and Problem-Solving Skills: Ability to analyze complex business requirements and design innovative, scalable solutions. Strong troubleshooting and problem-solving skills, with a focus on delivering high-quality outcomes. Soft Skills: Excellent communication and presentation skills to effectively convey technical concepts to non-technical stakeholders. Strong collaboration and teamwork abilities, with a customer-centric mindset.

So, what’s the role all about? This role is about deriving results, achieving goals for the group and product. We are looking for Tech Manager who can lead and coach development teams, fostering a collaborative environment to provide technical leadership to achieve project goals. Empower team members to make technical decisions, instill sense of ownership and self-organize. Responsible for productivity and quality objectives for respective teams. Work closely with team members and provide technical guidance and solve the problem related to design, implementation, process, do hands on where required. Conduct regular performance reviews and provide constructive feedback to team members. Manage all aspects of the team such as hiring, reviews, mentoring and promotions How will you make an impact? Ensure the sprint and release commitments are met on time and high-quality software packages. Perform sprint wise planning and development of short, medium, and long-term plans to achieve strategic objectives. Actively guide and mentor the team to develop features to meet functional, documentation and quality while obviating roadblocks. Prioritize, assign and manage activities and projects in accordance with the R&D departments goals and objectives. Provide worldwide support to our customers. Adjust hours of work, priorities and staff assignments to ensure efficient operation based on workload. Play major role in envisioning and execution of next gen plans (e.g. architecture) to achieve longer term strategic objectives of the organization. Identify and address roadblocks that hinder team productivity, including organizational obstacles, resource constraints, and dependencies. Collaborate with other departments to remove impediments that require cross-functional support. Work with the line of business to define the product roadmap and strategy. Review technical designs and architecture to ensure quality, scalability, and maintainability Manage all aspects of the team such as hiring, reviews, mentoring and promotions Have you got what it takes? Bachelor/Master of Engineering Degree in Computer Science, Electronic Engineering or equivalent from reputed institute 13+ years of experience in Software development for software application deployed on cloud environment (AWS). At least 3 years' experience in managing multiple scrum teams of software developers of different experience range (Freshers to 12+ years). Frequent operational liaison with Product managers, program managers, peer Technical managers, Architects for software deliveries. Proven track record of managing the development of enterprise-grade software products that can perform, scale, and integrate into a broad enterprise ecosystem. Experience developing and supporting multi-tenant cloud-native software delivered secured Software-as-a-Service (SaaS). Experienced in software technologies such as Java, spring boot, Angular. Good exposure to Service Oriented Architecture and associated design patterns for development, deployment, and maintenance. Familiar with DevOps processes and tools employed in SaaS architectures to support CI/CD and monitoring. Familiar with Quality targets and SLAs for SaaS applications. Experienced with public cloud infrastructures and technologies such as Amazon Web Services (AWS). Demonstrated ability to deftly influence others, especially in sensitive or complex situations. Deep experience with agile software development techniques and pitfalls. Excellent communication skills, problem-solving and decision-making skills. 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: 8158 Reporting into: Director Role Type: Technical & People manager

- Manage workforce management (WFM) processes - Ensure efficient scheduling, forecasting, and real-time analysis - Maintaining Service Levels & Associated Metrics - 6 days working and Rotational Shifts. Required Candidate profile - Should have atleast 1 year experience as RTA in BPO Organisation. - Should have excellent communication skills. - Strong understanding of WFM tools. Call or Whatsapp @ 8723051470 / 6002281943