91 Verint Jobs - Page 3

Looking for Voice L3 @NTT Global-Noida location. Voice L3 Troubleshoot all contact center operations related issues Ensure tickets are assigned to correct team Update the ticket with resolution remarks and close the ticket on time Contribute towards Daily Performance Review Managing all P1/P2 &P3 incidents during shift Closure of all tickets within SLA Providing the RCA within SLA or Workaround / Solution Adherence- Monthly Capacity planning reports Pre & Post implementation review for all RFC's Conducting minimum 2 technical training sessions per month Review & update minimum SOPs per process Opening Problem Ticket for all repeated incidents Identify 3 areas of opportunities on improving operations, cost savings and user experience through automation initiatives Advance Contact center Technical Operations with strong hands-on: 1. Avaya communication manager series version 6.x onwards Avaya products like Session Managers, System Managers, Media-servers, AES, gateways Oracle Acme SBC's Genesys Pure Cloud Recording platforms - Verint version 11.x -15.x , Nice version - 3.x to 6.x Workforce Management platform- Verint, IEX or Aspect Omni-channel, Chatbot and speech analytics Strong operational experience, understanding of systems maintenance, licensing, configurations and disaster recovery, SLAs management, vendor management Provide and develop Planning, Design, Implementation, Operation and Optimization services for Voice Contact Center and Telephony. Additionally, role requires; SIP, IP & TDM technologies CTI technologies and integrations with various third party systems Dialer technologies like, Genesys, Aspect Unified IP and or Avaya. Knowledge on omni-channel, digital and analytics Should have fair understanding of Network basics, additional certifications in voice/ network stream would be beneficiary. Interested candidate can apply only 8+ years candidate or can share the cv on darshanag@itsourceglobal.com

Shift: Night SHift The Collaboration Engineer is a highly technical individual that will be responsible for implementing server-based products used in telephony and collaboration technologies. They have a strong understanding of Windows and Linux server configuration and integration with UC Systems. The engineer will also be proficient in server-based applications such as Microsoft Exchange, SQL Server, and Skype. A strong understanding of TCP protocols used by these applications is required. The Collaboration Engineer is an experienced, highly motivated individual focused on remote deployment and support of complex field-based services. They are the primary technical resource on deployments requiring a strong knowledge of the implementing and deployment processes of systems they are tasked with deploying. The engineer is responsible for executing and providing technical guidance to the Project Managers to ensure timely delivery, project completion, minimizing customer downtime, and ensuring customer satisfaction. Responsibilities Plans and communicates the gathering of information from the customer Delivers, implements, and supports a variety of UC technologies including but not limited to Avaya Aura Applications, Voice Mail Systems, Conferencing Systems, SIP integrations, and other U/C Applications Delivers, implements, and supports all associated Microsoft dependencies required to support UC solutions including Windows Server, Hyper-V and VMWare, Active Directory, Certificate Authority, DNS, SQL, Skype, and Exchange Coordinates the delivery and implementation of Linux Servers Delivers configuration and implementation of core UC technologies including SIP gateways, Reverse Proxies, Session Border Controllers, and Hardware Load Balancers. Provides depth understanding of SIP based technologies Delivers customer education including Administrator, Trainer, and Helpdesk knowledge transfers Provides technical leadership in the area of UC implementation to other SPS team members Maintains a proactive commitment to industry education and certifications through official training courses, internal labs and workshops including 3rd party adjuncts as required Serves as an escalation point and assist in troubleshooting and resolving technical issues for our maintenance customers Required Qualifications Five or more years of software design experience or education equivalent VoIP software design and implementation experience Expert understanding of Avaya Aura products, Microsoft technologies, and Linux Knowledge of Avaya Aura products and VM systems Solid understanding of network design including T-1, ISDN and messaging Solid understanding of data products and data infrastructure design Strong problem solving and organizational skills are essential Excellent verbal and communications skills are essential Desired/Preferred Qualifications 2-Year College degree in data networking or equivalent industry experience ACIS, ACSS, and other manufacturers certifications Proficient with Microsoft Word, Excel, Outlook, Visio, and PowerPoint

About The Role : In Scope of Position based Promotions (INTERNAL only) Job TitleClearing and Settlement Operator, NCT LocationPune, India Role Description ETF Rates Settlements does exception handling of DB and Non DB Issued securities for rates business. International Non DB Issued creators are mainly UBS, Blackrock (iShares) and Vanguard for which DB is one of the principal bank and has capability to create and redeem stock with State Street who act as an Authorized participant. This involves lot of stake and NAV sensitivity due to competition between similar products. Critical activities includes solving unmatched trades, prioritizing CCP deliveries, raising traded short ISIN through define reports to trading desk, working on settling subscription and redemption queries, Singapore/HK creations and TLM reconciliation. Delay in foresaid activities have directly impact in creating daily penalties or complaints raised by client. Specially, creation orders versus client deliveries if booked in LDN-APAC zones have risk of VD buy-in if arrangement of moving stock is not in line. What we'll offer you As part of our flexible scheme, here are just some of the benefits that youll enjoy. Best in class leave policy. Gender neutral parental leaves 100% reimbursement under childcare assistance benefit (gender neutral) Sponsorship for Industry relevant certifications and education Employee Assistance Program for you and your family members Comprehensive Hospitalization Insurance for you and your dependents Accident and Term life Insurance Complementary Health screening for 35 yrs. and above Your key responsibilities Work on unmatched trades by contacting counterparties and middle office to solve economic and non-economic discrepancies. Updating cash/stock SSI and fixing location matrix from ODC for STP settlement Performing inventory management on each ISIN to cover shorts by chasing c/p on receipts, requesting DRL team to move stock from one market to another and raising traded short ISIN to desk in designated format. Working on unmatched/inventory management of iShares creations/redemptions booked during the day and receiving such communication from State Street who acts as our Authorize participant. Action on settlement inventory task (TFSC,TFSA,CLSS) by agreeing reversal with c/ps or manual settlement of trade. Instructing manual swifts (MT540,541,542,543) through FMS in cases such as net off, reversal, dupe settlement. Clearance of nostro and depot TLM breaks by performing required level of investigation and raising issue to appropriate teams. Preparation of risk reports like SOD, EOD, DB MI to share open risk with management. Knowledge about CASS, CSDR and other regulatory changes and its applicability to day to day operations. Pre-matching of trades with CPTY / inventory management / clearing and settlement of trades Monitor and confirm incoming funds for timely settlement in compliance with market practice. Closely work with Risk Team, Middle Office and Front Office to push payments from their queue and assist in resolving payment issues and exceptional items Handle client queries including ad-hoc queries via phone and email Pro-actively chase counterparties and relevant groups in resolving non receipt of funds or payment issues and trade settlements issues. Understand the importance of managing issues and escalations Perform counterparties SSI, Trade amendments and FX Bookings Ensure & prepare the smooth settlements with Market and client / affiliate trades. Arrange for stock borrow to avoid the fail to deliver the stock to the client Calculating & confirming collateral balance of SBL and General Margin trades Ensuring & preparing the smooth settlement of market trades and client / affiliate trades Liaise with relevant teams for settlement inquiries relating to SBL equity transactions Communicating with external/internal clients Creating & sending various reports to on-shore units Your skills and experience Candidate/applicant should have analytical and good problem solving, should have good communication and escalate any issues proactively. The role requires extensive internal and external stakeholder communication. Should be a team player Flexible with shifts and be ready to take on additional responsibilities when needed. The Ideal candidate should have a university degree or equivalent with 2-6 years of Investment Banking operations experience of which at least 2 years of experience in Equity Settlements managing European settlements. Should have strong knowledge of trade life cycle and good understanding of Equities product and Business and European market nuances Strong analytical skills, detail oriented, flexible to work in shifts and take additional responsibility when needed. Very good verbal and written articulation/communication skills Should be able to challenge status quo. The ideal candidate should have hands on Experience in Trade settlements and should have managed Trade operations in the past, preferably for European markets. Should have strong knowledge of trade life cycle and market nuances. Good knowledge on various financial products like Cash Equities, Prime finance, Stock Borrow loan settlements etc. Basic understanding of Conversions, Corporate actions and Securities static data Proficient in MS office with specific concentration on MS Excel Good analytical skills and trouble shooting skills How we'll support you Training and development to help you excel in your career Flexible working to assist you balance your personal priorities Coaching and support from experts in your team A culture of continuous learning to aid progression A range of flexible benefits that you can tailor to suit your needs About us and our teams Please visit our company website for further information: https://www.db.com/company/company.htm We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively. Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group. We welcome applications from all people and promote a positive, fair and inclusive work environment.

About The Role : Job TitleClearing and Settlement Operator, NCT LocationJaipur, India Role Description ETF Rates Settlements does exception handling of DB and Non DB Issued securities for rates business. International Non DB Issued creators are mainly UBS, Blackrock (iShares) and Vanguard for which DB is one of the principal bank and has capability to create and redeem stock with State Street who act as an Authorized participant. This involves lot of stake and NAV sensitivity due to competition between similar products. Critical activities includes solving unmatched trades, prioritizing CCP deliveries, raising traded short ISIN through define reports to trading desk, working on settling subscription and redemption queries, Singapore/HK creations and TLM reconciliation. Delay in foresaid activities have directly impact in creating daily penalties or complaints raised by client. Specially, creation orders versus client deliveries if booked in LDN-APAC zones have risk of VD buy-in if arrangement of moving stock is not in line. What we'll offer you As part of our flexible scheme, here are just some of the benefits that youll enjoy. Best in class leave policy. Gender neutral parental leaves 100% reimbursement under childcare assistance benefit (gender neutral) Sponsorship for Industry relevant certifications and education Employee Assistance Program for you and your family members Comprehensive Hospitalization Insurance for you and your dependents Accident and Term life Insurance Complementary Health screening for 35 yrs. and above Your key responsibilities Work on unmatched trades by contacting counterparties and middle office to solve economic and non-economic discrepancies. Updating cash/stock SSI and fixing location matrix from ODC for STP settlement Performing inventory management on each ISIN to cover shorts by chasing c/p on receipts, requesting DRL team to move stock from one market to another and raising traded short ISIN to desk in designated format. Working on unmatched/inventory management of iShares creations/redemptions booked during the day and receiving such communication from State Street who acts as our Authorize participant. Action on settlement inventory task (TFSC,TFSA,CLSS) by agreeing reversal with c/ps or manual settlement of trade. Instructing manual swifts (MT540,541,542,543) through FMS in cases such as net off, reversal, dupe settlement. Clearance of nostro and depot TLM breaks by performing required level of investigation and raising issue to appropriate teams. Preparation of risk reports like SOD, EOD, DB MI to share open risk with management. Knowledge about CASS, CSDR and other regulatory changes and its applicability to day to day operations. Pre-matching of trades with CPTY / inventory management / clearing and settlement of trades Monitor and confirm incoming funds for timely settlement in compliance with market practice. Closely work with Risk Team, Middle Office and Front Office to push payments from their queue and assist in resolving payment issues and exceptional items Handle client queries including ad-hoc queries via phone and email Pro-actively chase counterparties and relevant groups in resolving non receipt of funds or payment issues and trade settlements issues. Understand the importance of managing issues and escalations Perform counterparties SSI, Trade amendments and FX Bookings Ensure & prepare the smooth settlements with Market and client / affiliate trades. Arrange for stock borrow to avoid the fail to deliver the stock to the client Calculating & confirming collateral balance of SBL and General Margin trades Ensuring & preparing the smooth settlement of market trades and client / affiliate trades Liaise with relevant teams for settlement inquiries relating to SBL equity transactions Communicating with external/internal clients Creating & sending various reports to on-shore units Your skills and experience Candidate/applicant should have analytical and good problem solving, should have good communication and escalate any issues proactively. The role requires extensive internal and external stakeholder communication. Should be a team player Flexible with shifts and be ready to take on additional responsibilities when needed. The Ideal candidate should have a university degree or equivalent with 2-6 years of Investment Banking operations experience of which at least 2 years of experience in Equity Settlements managing European settlements. Should have strong knowledge of trade life cycle and good understanding of Equities product and Business and European market nuances Strong analytical skills, detail oriented, flexible to work in shifts and take additional responsibility when needed. Very good verbal and written articulation/communication skills Should be able to challenge status quo. The ideal candidate should have hands on Experience in Trade settlements and should have managed Trade operations in the past, preferably for European markets. Should have strong knowledge of trade life cycle and market nuances. Good knowledge on various financial products like Cash Equities, Prime finance, Stock Borrow loan settlements etc. Basic understanding of Conversions, Corporate actions and Securities static data Proficient in MS office with specific concentration on MS Excel Good analytical skills and trouble shooting skills How we'll support you Training and development to help you excel in your career Flexible working to assist you balance your personal priorities Coaching and support from experts in your team A culture of continuous learning to aid progression A range of flexible benefits that you can tailor to suit your needs About us and our teams Please visit our company website for further information: https://www.db.com/company/company.htm We strive for a culture in which we are empowered to excel together every day. This includes acting responsibly, thinking commercially, taking initiative and working collaboratively. Together we share and celebrate the successes of our people. Together we are Deutsche Bank Group. We welcome applications from all people and promote a positive, fair and inclusive work environment.

Digital Engagement Manager Name:Digital Engagement Manager Role:Digital Marketing Manager Industry:Automobile Location:Udaipur (Rajasthan) Job Type:Full Time Experience:3- 8yearsSkills:Digital Marketing, SEO, SMO, Lead Generation Salary:Best in the industry Education:B.Tech (CS/IT)/ BCA, MCA Description: Experience 4+ Years in Digital Marketing(Minimum 2 years of TL / SM Experience). Sales exposure is a must. Good knowledge of current technology trends and social media. Understanding of MS Office tools, SEO/SEM techniques & Analytics will be appreciated. Responsible for end-to-end management of digital leads (From inquiry to retail) for the entire personal portfolio. Drive digital initiatives at the dealership to deliver a differentiated customer experience. Devise a strategy and creative ways to drive online traffic to the dealership’s website/social media channels. Adherence to business metrics for Online Lead Management. SPOC at the dealership for all the aspects related to Mahindra’s Digital & Technology initiatives. Utilize the strong analytical ability to evaluate the end-to-end customers. experience across multiple channels and customer touch points. Responsible for maintaining the Digital Health Index of the dealership. Handholding and improving the digital quotient of dealer manpower.

Job Title: Supervisor, WFM Job Description . Role and Key Responsibilities: Understanding of Capacity Plan, scheduling and rostering. Since this is a supervisory and client-facing position, the candidate must be able to communicate effectively. Avaya CMS is required, and Verint is preferable. Team Handling experience is mandatory. Must understand Billing & Invoicing. Advanced Excel knowledge to deal with data and develop reports; knowledge of VBA and PowerBI will be an advantage. 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 fast-paced environment Ability to make decision in time sensitive ambiguous situations Qualification : Graduation in any stream Disclaimer: - Location: IND Noida - Logix Cyber Park, C 28 & 29, Tower-C Language Requirements: Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Required Skills & Experience: 5+ years of hands-on experience with Avaya AEP v7 installation, upgrades, and maintenance. Strong knowledge of patch management, system rehydration, and troubleshooting. Experience in Disaster Recovery planning, deployment, and testing. Expertise in Oracle WebLogic, Apache, and Tomcat administration on UNIX/Linux environments. Advanced troubleshooting skills in network, hardware, and system-level issues. Ability to manage security updates, compliance requirements, and performance optimizations. Strong communication skills to collaborate with internal teams and stakeholders Key Responsibilities: Avaya AEP Infrastructure Management: • Install, upgrade, and perform maintenance activities for Avaya AEP v7. • Manage patching, rehydration, and upgrade activities for Avaya systems. • Ensure system stability and performance through proactive monitoring and maintenance. Disaster Recovery (DR) & Compliance: • Conduct DR exercises and ensure compliance with recovery policies. • Perform DR deployment and synchronization to minimize downtime. • Implement and test backup strategies for Avaya infrastructure. Middleware & Server Administration: • Configure and manage Oracle WebLogic, Apache, and Tomcat on UNIX/Linux OS. • Ensure smooth operation of middleware services and troubleshoot any performance issues. Advanced Troubleshooting & System Maintenance: • Diagnose and resolve hardware, software, network, and system issues at an advanced level. • Replace defective components and optimize system configurations as needed. • Manage security updates, patches, and known environment issues. Preferred Qualifications (Good to Have): Avaya certifications (e.g., Avaya Certified Support Specialist - ACSS). Experience working in enterprise IT environments with large-scale deployments. Familiarity with automation tools for patching and system updates.

Job Title DXQ425_AEP Responsibilities Knowledge of design principles and fundamentals of architecture Understanding of performance engineering Knowledge of quality processes and estimation techniques Basic understanding of project domain Ability to translate functional / nonfunctional requirements to systems requirements Ability to design and code complex programs Ability to write test cases and scenarios based on the specifications Good understanding of SDLC and agile methodologies Awareness of latest technologies and trends Logical thinking and problem solving skills along with an ability to collaborate Preferred Skills: Technology->Digital Marketing->Adobe Experience Platform Educational Requirements Bachelor of Engineering,BTech Service Line Digital Experience * Location of posting is subject to business requirements

At Arise, we are looking for a dynamic WFM Planner that is accountable for mapping client demand, internal capacity assumptions and updating supply periodically for clients. This role is critical in providing Capacity outlook for rolling 6 months period to ensure we are proactively planning to meet client requirements. Responsibilities Use Client/Internal forecast to calculate FTE/Hour s requirement using techniques such as straight line & Erlang-C depending on client model. (Line Attainment vs Service Level) Ability to lead capacity planning discussions & provide recommendations to internal & external stake holders (remotely / in person meetings as needed). Create & maintain Planning file to account for growth, seasonal variations, special events affecting volumes, and cyclical patterns in partnership with internal / external customers. Ensure balance between workforce service levels & labor cost to achieve operational efficiency goals using Capacity planning file maintained + reviewed every week. Analyze trends periodically at the client & lob level - Actuals vs forecasted assumptions (transactions, AHT, Attrition, Fill Rates, Cert Rates, Hours per CSP, No posts, Shrinkage etc) Evaluate medium to long term capacity planning models to ensure that future demand can be met by client and line of business. Support the leadership team in achieving service level objectives tied to multi-client and multi-channel workloads. Participates in long term strategic planning and the formulation of goals. Manages projects, and programs in support of those goals. Does what if planning scenario s, shares analysis, provides recommendations and makes formal presentations to communicate performance at management and executive levels Organizes and develops workforce management manuals & documentations as needed Reports to : WFM Portfolio Manager Qualifications & Requisites : At least 5 years call center Workforce Management experience, preferably multi-site or multi-client/brand in the capacity of WFM planner, Scheduler or Forecaster. Expertise in various applications, such as MS Excel, PowerPoint (Knowledge in using Anaplan or industry best in class WFM capacity planning platform will be an added advantage). Hands-on experience and familiarity with workforce management and ACD systems, (i.e. Avaya, TCS, IEX, Verint, Teleopti etc) Proven analytical and problem-solving skills with attention to detail and accuracy. Superior verbal, written and interpersonal communication skills. Experience working in a dynamic environment with proven abilities to make real-time decisions based on ever changing needs. Ability to manage multiple projects simultaneously & work under stringent deadlines. Process minded; continually focused on ways to improve workforce management processes, systems, and people skillsets. Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation. Ability and willingness to work flexible shifts as necessary after hours & weekends if required. Success Measures Achievement of WFM capacity planning goals laid out. Achievement of WFM KPI s as per scorecard defined. Customer satisfaction for internal and external customers

Job Title: Telecom Support Engineer II Job Description Comprehensive support of the Verint recording platform. Duties include supporting maintenance activities (scheduled and emergency changes), monitoring of the platform (infrastructure and application components), performing support and administration tasks, etc. Overall support of the Verint recording platform, including (but not limited to) the following activities: Monitor platform notifications and take action as needed. Deploy application, security and other updates and fixes. Configure new recording programs, creating rules, campaigns, extensions and any other element needed. Manage roles, users and profiles. Handle application related requests and incidents submitted via ticketing system, within established SLAs. Location: IND Gurgaon - Bld 14, IT SEZ Unit 2, 20th Floor Language Requirements: English Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

As a WFM RTM Manager you handle the entire RTA team including Supervisors and RTAs Min of 8+ years of experience in WFM department Ability to demonstrate and articulate understanding of key workforce management concepts Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook) Strong quantitative/analytical skills Location : - Navi Mumbai,Gurugram,Indore,Mohali

Overall 5+ years of experience in WFM 2 years of experience of leading Reporting team Ability to demonstrate and articulate understanding of key workforce management concepts Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, VBA, Macros) Excellent quantitative, Problem solving & analytical skills Strong attention to detail Critical thinking Experience in Power BI , Amazon Connect, Kibana, Teleopti (Preferred) exposure to ETL, databases / data warehouse that relates to developing reports using Power BI Experience using Google Sheets Location : - Navi Mumbai,Gurugram,Indore,Mohali

Five (5) years related call center workforce management experience with at least 2 years of supervisory experience of leading a team of Real Time Analysts in a fast paced environment. Experience in Planning and Scheduling will be an added advantage. Preferred Special Skills, Knowledge or Qualifications Overall 5+ years of experience in WFM 2 years of experience leading Real Time Management teams Ability to demonstrate and articulate understanding of key workforce management concepts Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, Word, PowerPoint, Outlook) Strong quantitative/analytical skills Location : - Navi Mumbai,Gurugram,Indore,Mohali

Manager Training or Quality Required Graduation Mandatory Minimum 8-10 Years Relevant exp into Training or Quality Salary Upto 17 LPA Loc-: Bangalore or Gurgaon Should have exp in International Banking process Call@9205503253 / 9953262467 Required Candidate profile Candidate should have experience as Manager Training or Quality on Papers Should have managed a Team International BPO Exp mandatory Six Sigma certification Excellent Communications Skills

About Accenture:Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries,we offer Strategy and Consulting,Technology and Operations Services, and Accenture Song - all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.comThe Strategy & Consulting Global Network SONG Practice | Genesys Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change. Practice:SONG I Areas of Work:Genesys- Solution Consulting and Pre-Sales | Level:Analyst/ Consultant | Location:Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp:2-6 years Explore an Exciting Career at Accenture Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consultings Customer, Sales & Service practice. The Strategy & Consulting Global Network Song practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner. You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance. As part of these, you will Use in depth understanding of Genesys Engage/Pure Cloud:Ability to work in high-paced and complex projects Apply understanding of industry specific Customer Service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.) Deploy thorough understanding of Genesys Framework:Leading-edge expertise in implementing multichannel center applications using Genesys tools including Composer, Designer, GAX etc. Bring your best skills forward to excel at the role: Ability to use technical exposure to contact center and overall customer service areas:In depth understanding of Genesys Engage/Pure Cloud. Easily work in high-paced and complex projects:Use understanding of industry specific Customer Service processes, operations, and functional needs Deploy a strong designing skill:Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...) Maximize application design and development experience:Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms. Qualifications Your experience counts! Engineering Degree or MBA from a tier 1 institute Minimum 2 to 6 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Engage/Pure Cloud suite. Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Engage/Pure Cloud administration & application development using Designer tools. Whats in it for you? An opportunity to work on transformative projects with key G2000 clients Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed responsible business into everythingfrom how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

Job Title - GN - SONG - Service - CX - Speech Analytics Manager Management Level :07 - Manager Location:Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must have skills: : Deep-dive into architecting, designing, and implementing speech analytics solutions like Nexidia, Verint, Callminer, Genesys Interaction Analytics etc. Job Summary :As part of the team, you will work on transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner. Roles & Responsibilities: Apply existing experience across speech analytics:Deep-dive into architecting, designing, and implementing speech analytics solutions like Nexidia, Verint, Callminer, Genesys Interaction Analytics etc. Use enabling speech and text analysis solutions:Practically apply creation of business rules, query definitions and query writing. Deploy analytics software packages:Apply experience in using Verint, Nexidia and Call miner and speech and text analytics platforms. Define customer experience solutions and business cases:Work on gap analysis, design and implementation and project management of solution deployment. Professional & Technical Skills: A strong and well-established record of accomplishment in designing and delivering speech analytics solutions and platforms Experience in contact center operations including operational and performance excellence Prepare the power point readouts with analysis to the clients. Additional Information: An opportunity to work on with key G2000 clients Potential to with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed into everything"from how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your to grow your skills, industry knowledge and capabilities Opportunity to thrive in a that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization. Qualifications Experience: 8+ years of experience in working with speech analytics solutions generating business rules, running queries and generating meaningful insights including implementation, designing and implementing customer experience solutions or operational excellence projects (any industry). 4+ years of project management experience and consulting experience Educational Qualification:MBA from a tier 1 institute

About The Role : Role Purpose The purpose of the role is to liaison and bridging the gap between customer and Wipro delivery team to comprehend and analyze customer requirements and articulating aptly to delivery teams thereby, ensuring right solutioning to the customer. Job Role & Responsibilities: As a Sr. Analytics consultant the individual contributor will be responsible for the performance of the overall Operations Quality, speech analytics category design and leveraging AI/ML solution to identify conversational AI use cases and optimize contact center interactions across channels and improve end user experience & advocacy of enterprise Clients. 60% - QA Automation, creating syntax, fine tuning syntaxes, building categories, building score cards, category validation, etc. 20% - Analyzing trends for process improvement, documentation, Coordinate with business stakeholders to understand functional objectives and identify areas of opportunity, etc. 20% - Creating WBR / MBR slides, Training, collaborating with cross function teams & Attending Client Calls, etc. Ability to understand the organizations business objectives and goals, analyze recorded audio and audio-based data sets for critical insights, provide ongoing speech category design, determine opportunities through analysis of current or future trends, collaborating and synthesizing analyses for the execution of scorecards. Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes. Clearly articulates thoughts and ideas in oral and written presentations. Contributes creative ideas to conduct thorough analysis to estimate risk/reward, assists other users with data analysis as needed and work cross-functionally with various groups internally and externally. Own the end-to-end process, from recognizing the problem to implementing the solution. Skills and Qualifications: 10+ years of relevant analytics experience. Graduates in any stream. Analytical or quantitative field preferred. Skills with Verint, CallMiner, Nexidia, NICE, Uniphore, Calabrio or other speech analytics package preferred. Skills on extrapolating data, developing queries, ensuring standardization of external files, leading projects that relate directly to the speech analytic platform, and make recommendations based on understanding of speech analytics, file structures, IT tools, and statistics to assess opportunities effectively. Ability to multi-task, responds well to pressure and deadlines, and work well individually and in a team environment, e xperience with text mining, parsing, and classification using state-of-the-art techniques. Experience with information retrieval, Natural Language Processing, Natural Language Understanding and Neural Language Modeling (BERT, LSTM, Transformers, LLM etc.). Hands on Python data science ecosystem:Pandas, NumPy, SciPy, Scikit-learn, NLTK, Genism, etc. Ability to evaluate quality of ML models and to define the right performance metrics for models in accordance with the requirements of the core platform. Good experience with deep understanding in both traditional and modern data architecture and processing concepts, including relational databases (e.g., SQL Server, MySQL, Oracle), Data warehousing, big data (Hadoop, Spark, Storm), NoSQL, data ingestion (Batch and real time processing) and creating data pipeline etc. Hands on BI tools such as Tableau, Power BI, PPT for client demo and presentations Competencies Client CentricityPassion for ResultsCollaborative WorkingProblem Solving & Decision MakingEffective communication

Role & responsibilities Relevant BPO outsourcing Industry experience with min of 6/12 months experience Good Communication, worked in International BPO process and open to 24/7 shifts Exposure on Verint WFM tool, Google Spreadsheets will be added advantage Candidates with experience of 2-3 years and working in Scheduler/Capacity Planning roles can be considered for Sr Analyst (Grade 2) position

About The Role : Role Purpose The purpose of the role is to liaison and bridging the gap between customer and Wipro delivery team to comprehend and analyze customer requirements and articulating aptly to delivery teams thereby, ensuring right solutioning to the customer. Job Role & Responsibilities: As a Sr. Analytics consultant the individual contributor will be responsible for the performance of the overall Operations Quality, speech analytics category design and leveraging AI/ML solution to identify conversational AI use cases and optimize contact center interactions across channels and improve end user experience & advocacy of enterprise Clients. 60% - QA Automation, creating syntax, fine tuning syntaxes, building categories, building score cards, category validation, etc. 20% - Analyzing trends for process improvement, documentation, Coordinate with business stakeholders to understand functional objectives and identify areas of opportunity, etc. 20% - Creating WBR / MBR slides, Training, collaborating with cross function teams & Attending Client Calls, etc. Ability to understand the organizations business objectives and goals, analyze recorded audio and audio-based data sets for critical insights, provide ongoing speech category design, determine opportunities through analysis of current or future trends, collaborating and synthesizing analyses for the execution of scorecards. Structures an analytical approach to finding and solving core business problems seeking to advance the current efforts or processes. Clearly articulates thoughts and ideas in oral and written presentations. Contributes creative ideas to conduct thorough analysis to estimate risk/reward, assists other users with data analysis as needed and work cross-functionally with various groups internally and externally. Own the end-to-end process, from recognizing the problem to implementing the solution. Skills and Qualifications: 10+ years of relevant analytics experience. Graduates in any stream. Analytical or quantitative field preferred. Skills with Verint, CallMiner, Nexidia, NICE, Uniphore, Calabrio or other speech analytics package preferred. Skills on extrapolating data, developing queries, ensuring standardization of external files, leading projects that relate directly to the speech analytic platform, and make recommendations based on understanding of speech analytics, file structures, IT tools, and statistics to assess opportunities effectively. Ability to multi-task, responds well to pressure and deadlines, and work well individually and in a team environment, e xperience with text mining, parsing, and classification using state-of-the-art techniques. Experience with information retrieval, Natural Language Processing, Natural Language Understanding and Neural Language Modeling (BERT, LSTM, Transformers, LLM etc.). Hands on Python data science ecosystem:Pandas, NumPy, SciPy, Scikit-learn, NLTK, Genism, etc. Ability to evaluate quality of ML models and to define the right performance metrics for models in accordance with the requirements of the core platform. Good experience with deep understanding in both traditional and modern data architecture and processing concepts, including relational databases (e.g., SQL Server, MySQL, Oracle), Data warehousing, big data (Hadoop, Spark, Storm), NoSQL, data ingestion (Batch and real time processing) and creating data pipeline etc. Hands on BI tools such as Tableau, Power BI, PPT for client demo and presentations Competencies Client CentricityPassion for ResultsCollaborative WorkingProblem Solving & Decision MakingEffective communication

Responsibilities : Build and manage a portfolio of IT infrastructure and managed services clients. Identify and qualify new business opportunities. Develop and execute sales strategies. Generate proposals and quotes. Close deals and manage customer relationships. Collaborate with vendors to deliver solutions. Stay up-to-date on industry trends. Sell services of the following types: Annuity Business, FMS Managed Services, High Quality Services for Telephony, Data Networking Cyber Security. Manage large service RFPs in the area of IT Infra services, Data center support and Managed Services. Map customer business objectives with various services offerings from Black BOX, that creates value to the customer. Capture and update opportunities for the sales funnel. Manage bid submission. Conduct opportunity risk assessments and forecasting. Skills Required: Experience in Infrastructure Solution Ecosystem is a must. Should have ideally spent over 8 to 12 years in large enterprise engagements with specific focus on Infrastructure Solutions, especially Managed Services/Services Sales. Experience on AMC for servers and security, cloud technology, cyber security etc. Should be handling a sales target of INR 15-20 Cr per annum. Very high degree of customer orientation. Own customer issues till closure and resolve them working through the internal system of the organization. Excellent Communication and analytic skills. Good Interpersonal, Negotiation and Strong leadership skills. Qualifications : Bachelors degree in engineering or a related field with over 7 to 8 years relevant experience Proven track record of success in selling IT infrastructure and managed services. Excellent relationship building and interpersonal skills. Strong analytical and problem-solving skills Ability to work independently and as part of a team. Excellent written and verbal communication skills This job description is designed to cover or contain a comprehensive listing of activities, duties, and responsibilities that are required of the employee; it is not meant to be all-inclusive for any one position. Job responsibilities and requirements are subject to change at any time due to business conditions or any other reason. Company Profile : Black Box is a trusted IT solutions provider delivering cutting-edge technology solutions and world-class consulting services in Unified Communications, Enterprise Networking, Data Center, Digital Applications and Cyber Security. We deliver solutions, services and products to more than 8,000 clients worldwide. These clients trust our 4000+ team members in 35+ countries who for over 45 years have been connecting people, technology, and ideas to help accelerate their digital transformation. Satisfied clients, including 100+ in the Fortune 500, count on our global team members who operate across 75 support centers, to drive their business innovation. In collaboration with global technology leaders like Avaya, Aruba, Cisco, Commscope, Corning, Extreme, Fortinet, Genesys, HPE, Juniper, Mitel, Nutanix, Palo Alto, Poly, Trend Micro, UiPath and Verint among others, Black Box delivers domain focused, flexible, and customized technology solutions and seamless services that accelerate customers business. Corporate Website: www.blackbox.com #LI-RS1

Skill required: Workforce Dialer - Workforce Management (WFM) Designation: Workforce Services Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years What would you do? You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.strategic alignment of people and resources to business objectives in ways that optimize and automate scheduling and performance management based on agent availability, forecast call volume, and revenue targets.The Workforce Management team focuses on maximizing performance levels and competency for an organization. This includes activities needed to maintain a productive workforce, such as field service management, human resource management, performance and training management, data collection, recruiting, budgeting, forecasting, scheduling, and analytics. This team owns the client relationship and partner on Capacity Planning/Schedule Adherence, help gather insights and provide feedback on the gaps/opportunities in performance capacity. The team helps identify, evaluate and drive continuous improvement in Service Delivery Performance. This team is also responsible for innovation in the workforce management space - providing insights to Accenture and Client leadership on improving efficiencies. They also ensure adherence to revenue and cost targets, own efficiency improvement goals. This team also partners wit regional leads and ensure we are compliant on all internal and client audits. What are we looking for? Workforce Analytics Resource Capacity Forecasting & Planning Any scheduling tool experience - IEX/Verint/Aspect Roster preparation and scheduling Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualifications Any Graduation

Job Purpose "This position is open with Bajaj Finance ltd." Duties and Responsibilities 1.Daily MIS 2.Daily reconciliation 3.PSF Hiring , for all location- Coordination with hiring team 4.Mobility usage tracking 5.PSF/SM Productivity monitoring 6.Call center lead conversion tracking 7.Call center lead monitoring (L:A, A:C) 8.PSF incentive workings 9.Insurance reconciliations (BALIC/BAGIC) 10.PSF/employee codes/SFDC ID creation

Job Purpose "This position is open with Bajaj Finance ltd." Duties and Responsibilities 1.Daily MIS 2.Daily reconciliation 3.PSF Hiring , for all location- Coordination with hiring team 4.Mobility usage tracking 5.PSF/SM Productivity monitoring 6.Call center lead conversion tracking 7.Call center lead monitoring (L:A, A:C) 8.PSF incentive workings 9.Insurance reconciliations (BALIC/BAGIC) 10.PSF/employee codes/SFDC ID creation

The Strategy & Consulting Global Network SONG Practice | Genesys Job Title - Genesys_Level 7_Manager_(Entity -S&C GN) Management Level :Level 7-Manager Location:Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must have skills:Genesys Cloud, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, Industry Solutions Consulting Good to have skills:Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.) Experience:8+ years Educational Qualification:MBA from a tier 1 institute Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change. Practice: SONG I Areas of Work: Genesys- Solution Consulting, Pre-Sales & Implementation | Level: Manager | Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 8+ years Explore an Exciting Career at Accenture Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build, and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting Global Network's SONG practice. The practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Marketing Transformation, Connected Commerce and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner. You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will Functional Experience :Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs Industry Experience Experience & Specialization in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources. Understand market and customer challenges: Create business case and strategic transformation roadmap based on market trends. Help sell and deliver Genesys contact center solutions to clients: Product overview, Partner readiness support, pricing, documentation, first call presentations Drive Partner support activities: A strong focus on nurturing deeper, more strategic relationships with key parties Develop requirements based on leadership input: Performance/Status reporting, Problem Solving and Conflict Management Bring your best skills forward to excel at the role: Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements. Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite. In-depth knowledge and know-how of Customer Service Operations: Cross-industry experience, functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like Genesys Administrator & Architect/Composer/Designer. Proactively identifying customer needs through a technical benefits assessment: Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions. Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics: This includes pricing strategy of different Genesys on-premises and cloud solutions and providing detailed TCO Experience in Genesys Cloud administration & application experience: Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions. Read about us. What's in it for you? An opportunity to work on with key G2000 clients Potential to with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed into everything"from how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your to grow your skills, industry knowledge and capabilities Opportunity to thrive in a that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization. About Accenture: Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions " underpinned by the world's largest delivery network " Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at About Accenture Strategy & Consulting Global Network: Accenture Strategy shapes our clients' future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategys services include those provided by our Capability Network a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit Song | At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, . Qualifications Your experience counts! MBA from a tier 1 institute A minimum 8 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 Non-Voice (SMS, Email, Chat etc.) applications solutioning using Genesys Architect/Composer/Designer. Experience in leveraging Genesys product solution to automate customer service processes enhance CX/AX & provide value based outcomes

Urgent hiring for WFM-RTA & Scheduling Role with one of the top Captive Unit (US MNC). Before applying, kindly go through the below mentioned details. Profile : WFM- RTA & Scheduling (Immediate Joiner) Job Location : Pune Shift : Rotational Shifts Working Days : 5 Days Working Cabs : Both Side Cabs Primary Skills - Experience in a call center environment Operation/administrative experience with Avaya CMS, Verint, Genesys workforce management Must have excellent customer service skills and verbal/written communication skills Must have strong analytical and strong organizational skills Proficiency in all Microsoft products with emphasis in Excel and Power Point Strong computer skills are required Bachelors degree Interested can call/what's up Meenakshi-9810896605 (Between 9 am-8 pm) or share your resume on apply.touch3@yahoo.in