124 Verint Jobs - Page 4

Job Title : Account Manager - IT Infra & Managed Services Department : Sales Reports To : VP - Sales Summary : The Account Manager is responsible for building and managing a portfolio of IT infrastructure and managed services clients. The ideal candidate will have a proven track record of success in selling IT solutions to enterprise customers. Mix of hunting & farming role. 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 Services revenue target of INR 12-15 Cr per quarter. 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

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

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

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

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

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

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

The Operational Risk Management and Compliance Analyst role is a member of the Operational Risk Management and Compliance team reporting to the Manager, Operational Risk Management. As a member of this team, this role will work on Operational Risk Management. This role will assist in Risk Identification, Documentation, Assessment, and Remediation. The Analyst will develop, and implement, compliance programs and initiatives including annual and ad hoc programs, initiatives, projects associated with multiple business lines and may involve state, federal or international regulations. These programs and initiatives involve partnering with internal department interfaces, external stakeholders, and IT. Minimum Qualifications Requires a bachelor s degree or equivalent work experience. 2 + years of risk management or compliance and regulatory expertise. Exposure to business processes and project management experience related to the implementation of risk and compliance applications and products using industry-standard project and program management tools and techniques. A history of meeting assigned deadlines is required. Ability to thrive in a direct environment that demands a consultative approach and solutions that span multiple environments in a business area. Communication and relationship management skills required. Oral and written communication skills (English), and the ability to communicate with and influence internal and external constituents at all levels with confidence. Basic presentation skills including ability to interface and sell innovative programs. Must be flexible and a proponent/champion of change, able to conceptualize and envision the impact of change, and propose new ways to do business. Ability to present technical information in a way that establishes rapport, persuades others, and gains understanding. Advantage to have a basic understanding of Business Continuity Planning (BCP) and/or Disaster Recovery (DR). Key Responsibilities/Duties Participate in risk and compliance programs, focusing on both short-term initiatives and long-term strategic direction and objectives for the programs. Participate in the risk and compliance program through employee and leadership communications, and implementation of policy and procedures. Develop and maintain monthly and/or quarterly risk and compliance reporting for the organization s leadership and organizational committees. Designing and maintaining a platform to assess, communicate and mitigate operational risk. Identify risks within Verint using a standard methodology and accurately estimate and plan Risk Standardization, Risk Treatments and Mitigation, and Risk Reporting. Collaborate with a team of analysts on reporting and evaluation techniques to support the ongoing collection and interpretation of risk related data. Support management of the risk and compliance program key functions, including developing risk and compliance workplans across all elements. Working with our Global Risk Management application that includes: 1) administration, 2) general configuration, 3) Interfacing with the vendor help desk and 4) configuration of reports and dashboards. Monitoring and Auditing, Effective Communication, Training and Education through workshops and documentation, Policies and Procedures, Vendor Oversight, Issue correction and remediation. Exercises judgment to make decisions, or to raise issues to the appropriate level in a timely manner.

Overview of Job Function: The Engineer will be working for the Innovation Enablement team and will focus on the build and ongoing support of demonstration and training systems for Verint products. This will include configuring and maintaining simulated demonstration content (data/metadata), developing and maintaining the tools used to manage that data/metadata, and cloud infrastructure automation and orchestration. The Engineer will collaborate with cross departmental stakeholders and management teams to implement features and enhancements to the platform. The Engineer contributes to the design, development, and implementation of Verint s Innovation Lab. Designs and delivers software enhancements, new functionality code fixes across the platform. Collaborates with the team to address reliability and performance issues. Minimum Requirements: 2+ years of experience with React and NodeJS. 2+ years of programming experience in Python, PowerShell and/or Bash Strong troubleshooting debugging capabilities in an agile software development team environment. Ability to combine functional, conceptual, and technical knowledge to offer creative solutions to the team Good to have skill Programming and automation experience using core AWS services platforms Specifically, but not limited to: EC2, ECS, DynamoDB, RDS, Route53, Lambda, Security Groups, ALBs, NLBs, IAM, Systems Manager CloudWatch Principal Duties and Essential Responsibilities: Troubleshoot problems across a wide array of cloud services and functional areas. Ability to adapt to new technologies and learn quickly Write specifications and documentation for feature requirements in a process-oriented fashion Develops maintenance requirements and procedures. Provide effective communication with geographically distributed team members Escalate urgent issues to Management

The Apex Group was established in Bermuda in 2003 and is now one of the worlds largest fund administration and middle office solutions providers. Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion. Thats why, at Apex Group, we will do more than simply empower you. We will work to supercharge your unique skills and experience. Take the lead and well give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities. For our business, for clients, and for you JD DisclaimerUnsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

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 transformative projects with key G2000 clients Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed responsible business into everythingfrom how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization. About Our Company | Accenture Qualification Experience: 12-14Years Educational Qualification: Any Degree

Job Title:Five9_Level 9_Consultant_(Entity -S&C GN) Management Level:Level 9 - Consultant Location:Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must have skills: Five9, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, , Industry Solutions Consulting Good to have skills: Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Genesys Cloud, Genesys Engage, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.) Job Summary : Join our team of SONG consultants who solve customer-facing challenges with clients spanning sales, service, and marketing to accelerate business change. The Strategy & Consulting Global Network Song practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales, and services functions. As part of the team, you will work on transformation services driven by key offerings like Marketing Transformation, Connected Commerce, and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction, and impacting front-end business metrics in a positive manner. Roles & Responsibilities: Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs. Create business case and strategic transformation roadmap based on market trends. Help sell and deliver Five9 contact center solutions to clients:Product overview, Partner readiness support, pricing, documentation, first call presentations. Drive Partner support activities:A strong focus on nurturing deeper, more strategic relationships with key parties. Develop requirements based on leadership input:Performance/Status reporting, Problem Solving and Conflict Management. Professional & Technical Skills: Experience working with Customer Service Operations:Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements. Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing:Experience in Five9. In-depth knowledge and know-how of Customer Service Operations:Cross-industry experience, functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like VCC Administrator, Campaigns and IVR scripts. Proactively identifying customer needs through a technical benefits assessment:Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions. Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics:This includes pricing strategy of different on-premises and cloud solutions and providing detailed TCO. Experience in VCC administration & application experience:Use VCC Administrator, Campaign management tools, Scripts, Five9 Framework Components (such as Multi-Protocol Label Switching (MPLS), CRM integrations, IVA, etc.) or similar solutions. Additional Information: An opportunity to work on transformative projects with key G2000 clients. Potential to co-create with leaders in strategy, industry experts, enterprise function practitioners, and business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed responsible business into everythingfrom how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge, and capabilities. Opportunity to thrive in a culture that is committed to accelerating equality for all. Engage in boundaryless collaboration across the entire organization. About Accenture:Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology, and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. About Our Company | Accenture Qualification Experience:4-8 years Educational Qualification:Engineering Degree or MBA from a tier 1 institute

Job Title :Genesys_Level 7_Manager_(Entity -S&C GN) Management Level :Level 7 - Manager Location :Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must have skills : Genesys Cloud, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, Industry Solutions Consulting Good to have skills : Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.) Job Summary :Join our team of SONG consultants who solve customer-facing challenges at clients spanning sales, service, and marketing to accelerate business change. The Strategy & Consulting Global Network Song practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales, and services functions. As part of the team, you will work on transformation services driven by key offerings like Marketing Transformation, Connected Commerce, and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction, and impacting front-end business metrics in a positive manner. Roles & Responsibilities : Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs. Create business case and strategic transformation roadmap based on market trends. Help sell and deliver Genesys contact center solutions to clients:Product overview, Partner readiness support, pricing, documentation, first call presentations. Drive Partner support activities:A strong focus on nurturing deeper, more strategic relationships with key parties. Develop requirements based on leadership input:Performance/Status reporting, Problem Solving and Conflict Management. Professional & Technical Skills : Experience working with Customer Service Operations:Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements. Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing:Experience in Genesys Cloud/Engage suite. In-depth knowledge and know-how of Customer Service Operations:Cross-industry experience, functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like Genesys Administrator & Architect/Composer/Designer. Proactively identifying customer needs through a technical benefits assessment:Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions. Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics:This includes pricing strategy of different Genesys on-premises and cloud solutions and providing detailed TCO. Experience in Genesys Cloud administration & application experience:Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions. Additional Information : An opportunity to work on transformative projects with key G2000 clients. Potential to co-create with leaders in strategy, industry experts, enterprise function practitioners, and business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed responsible business into everythingfrom how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge, and capabilities. Opportunity to thrive in a culture that is committed to accelerating equality for all. Engage in boundaryless collaboration across the entire organization. About Accenture :Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology, and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. About Our Company | AccentureQualification Experience :8+ years Educational Qualification :MBA from a tier 1 institute

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

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

Job Title :Five9_Level 7_Manager_(Entity -S&C GN) Management Level :Level 7 - Manager Location :Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must have skills : Five9, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, , Industry Solutions Consulting Good to have skills : Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Genesys Cloud, Genesys Engage, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.) Job Summary :Join our team of SONG consultants who solve customer-facing challenges with clients spanning sales, service, and marketing to accelerate business change. The Strategy & Consulting Global Network Song practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales, and services functions. As part of the team, you will work on transformation services driven by key offerings like Marketing Transformation, Connected Commerce, and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction, and impacting front-end business metrics in a positive manner. Roles & Responsibilities : Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs. Create business case and strategic transformation roadmap based on market trends. Help sell and deliver Five9 contact center solutions to clients:Product overview, Partner readiness support, pricing, documentation, first call presentations. Drive Partner support activities:A strong focus on nurturing deeper, more strategic relationships with key parties. Develop requirements based on leadership input:Performance/Status reporting, Problem Solving and Conflict Management. Professional & Technical Skills : Experience working with Customer Service Operations:Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements. Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing:Experience in Five9. In-depth knowledge and know-how of Customer Service Operations:Cross-industry experience, functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like VCC Administrator, Campaigns and IVR scripts. Proactively identifying customer needs through a technical benefits assessment:Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions. Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics:This includes pricing strategy of different on-premises and cloud solutions and providing detailed TCO. Experience in VCC administration & application experience:Use VCC Administrator, Campaign management tools, Scripts, Five9 Framework Components (such as Multi-Protocol Label Switching (MPLS), CRM integrations, IVA, etc.) or similar solutions. Additional Information : An opportunity to work on transformative projects with key G2000 clients. Potential to co-create with leaders in strategy, industry experts, enterprise function practitioners, and business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed responsible business into everythingfrom how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge, and capabilities. Opportunity to thrive in a culture that is committed to accelerating equality for all. Engage in boundaryless collaboration across the entire organization. About Accenture :Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology, and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. About Our Company | Accenture Qualification Experience :8+ years Educational Qualification :MBA from a tier 1 institute

Resource Planning System Analyst - HIH - Evernorth About Evernorth Evernorth Health Services, a division of The Cigna Group (NYSE: CI), creates pharmacy, care, and benefits solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention, and treatment of illness and disease more accessible to millions of people. Resource Planning Analyst: As a WFM Resource Planning Analyst you would be responsible for monitoring inbound call traffic and ensuring efficient distribution based on staff availability. You would use your analytical skill and utilize call volume reports to coordinate and complete real time capacity planning within the contact/call center. This role analyzes call center trends, including call volume, call patterns, staff productivity and resource allocation. This is an exciting opportunity for someone who enjoys the analytical aspects of finding the trend in the numbers puzzle and being a part of the solution. You would be an integral part in identifying areas for improvements to workforce productivity and modifications to programs. Core Responsibilities: Provides recommendations regarding capacity utilization and effectively enables the operation to meet/exceed operating objectives through accurate and consultative input and guidance regarding capacity. Monitors call distribution, product routing, priority levels, and load balancing to optimize service and ensure the most efficient use of resources to achieve the expected customer service levels. Interface with operations and WFM leadership regarding factors impacting performance. Displays high level of operational focus, professionalism, and engagement. Displays a positive team relationship by being supportive, visible, and easily accessible. Collaborates with matrix partners to ensure objectives and standards are met. Communicates in a clear and concise manner that is appropriate with the intended audience. Has awareness of and sets an example of compliance with all corporate policies and completion of training. Supports diversity by building an inclusive environment and valuing different perspectives. Qualifications: High school Diploma or GED; bachelor s degree preferred. 3+ years experience in a contact center environment handling Workforce Management function such as monitoring or reporting on call trends, call metrics, or KPIs. Knowledge of WFM tools and basic call routing strongly preferred (such as Verint, IEX, Aspect, Genesys) Demonstrated understanding of call center processes and procedures Must be technically savvy with strong Microsoft Office skills including intermediate proficiency with Excel (ability to run advanced formulas, write SQL queries, and create pivot tables preferred) Excellent verbal and written communication skills, including the ability to communicate effectively and persuasively with individuals, groups, or work teams to explain difficult technical issues and the ability to listen effectively. Must have strong analytical skills with the ability to analyze data, evaluate potential problems/opportunities, recommend, and implement solutions. Knowledge of Healthcare/PBM industry/Managed care industry preferred. About Evernorth Health Services

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

- Monitor agent queues intra-day real-time and generate performance reports to identify performance trends - Partner with WFM on historical performance of SLA, utilization, AHT, and other WFM related metrics. Required Candidate profile - Atleast 1 year experience as RTA in International process - Tool Knowledge IEX, VERINT, AVAYA,Genesys - Should have good communication in English Call/Whatsapp@ 6002281943 /8453399504 /8723051470

As an OSS Management Specialist at Nokia, you'll play a crucial role in ensuring the smooth operation and upgrades of our OSS SQM systems, adhering to agreed SLAs. You will be responsible for preventive maintenance, error collection, and data administration within the CMDB. By effectively managing IT and telecommunications services, you'll contribute to maintaining our network and facilitating strategic upgrades that align with customer needs. This role offers the unique opportunity to work across multiple products, driving innovation and excellence in managed services while supporting Nokia's mission to connect the world seamlessly. You Have: Bachelor's degree in ECE/EEE/IT with good communication skills (both verbal and written) Minimum 5 to7 years experience in Splunk and SM Tools. At least 3 years of experience in OS\Cloud Knowing the process and hands on in Automation is an added advantage. It would be nice if you also have: Aptitude to learn & develop new skills in complex technologies and drive innovation. Certifications like Splunk Core Certified Power User, Splunk Certified Admin, Splunk ITSI Certified Admin. Develop, optimize, and maintain complex SPL queries, dashboards, reports, and alerts for operational monitoring using Splunk. Create visually compelling Splunk dashboards and Knowledge Objects to enhance data visualization and insights. Implement and manage Splunk IT Service Intelligence (ITSI) for proactive event management and performance monitoring. Design and configure ITSI correlation rules and anomaly detection to improve incident response and system reliability. Support integration of ITSM APIs and CMDB for seamless automated event management processes. Provide 24x7 on-call level 2 support on a rotational schedule to ensure system availability and incident resolution. Collaborate with cross-functional teams to address operational challenges and drive continuous improvement initiatives. Leverage predictive analytics and KPI base searches for proactive monitoring and performance optimization in a large-scale environment.

DisclaimerUnsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

SUMMARY Hiring Now: Business Development Executive Fresher & Experienced Welcome! Location: Kolkata Salary: 13,500 to 16,500 + Incentives (up to 6,000) Shift: Day Shift 9: 30 AM 7: 00 PM Work Days: 6 Days a Week 1 Rotational Week Off Job role: Visit 50+ retail outlets daily as per route plan Build strong relationships with retailers Promote products & secure sales orders Ensure product visibility & in - store merchandising Track daily sales, market feedback, and trends Ensure minimum 50% productivity on visits Requirements Freshers & experienced candidates Any UG/ Graduate Field sales experience preferred Must own a two - wheeler Benefits Fixed Salary + Performance Incentives Great Learning & Career Growth Day Shift Only

Company Profile Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. To know more about Firstsource please visit our website www.firstsource.com Role & Responsibilities: Real time monitoring and Intraday performance management Exception Management Real time reports- Hourly/ Daily/ Weekly Preparing Dashboards Analysis and Process development Incident tracking, logging and escalations Process and Procedure adherence Floor & seat management Required skills: Intermediate MS Excel knowledge Basic to intermediate windows operating system navigation skills Strong written and verbal communication skills Ability to interact with all levels of management across various locations Strong analytical skills Comfortable with flexible work timings and willingness to stretch Shift- Rotational Week Off -Rotational Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Job Title: WFM RTA Location: Bangalore Job Summary: The Workforce Management Real-Time Analyst (WFM RTA) is responsible for monitoring and managing real-time adherence to schedules, ensuring optimal service levels, and addressing any immediate issues that arise in the contact centre. The RTA plays a crucial role in maintaining the efficiency and effectiveness of the workforce. Key Responsibilities: Real-Time Monitoring: Continuously monitor call queues, agent statuses, and service levels. Identify and address any deviations from the schedule promptly. Shrinkage, Attrition and AHT Calulation Adherence Management: Ensure agents adhere to their schedules, including breaks and shift start/end times. Communicate with agents and supervisors to resolve adherence issues. Incident Management: Respond to real-time incidents such as system outages, high call volumes, and agent absences. Implement contingency plans to mitigate the impact on service levels. Data Analysis and Reporting: Analyze real-time data to identify trends and areas for improvement. Generate and distribute reports on adherence, service levels, and other key metrics. Communication: Maintain clear and effective communication with agents, supervisors, and management. Provide real-time updates and guidance to ensure smooth operations. Qualifications: Bachelor's degree in Business, Management, or a related field. Experience in a contact center environment, preferably in a workforce management role. Proficiency with workforce management software (e.g., Verint, NICE, Aspect). Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work in a fast-paced, high-pressure environment. Working Conditions: This role may require working in shifts, including nights and weekends, to ensure 24/7 coverage.

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