1616 Zendesk Jobs - Page 17

Landytech is on a mission to revolutionize the way that investment managers, asset owners and their advisors access asset information. Powered by Sesame, an industry-leading investment reporting platform, we are helping clients in over 15 countries make informed investment decisions and deliver insights faster. The company is growing rapidly and it's an exciting time to join, having secured $12M in Series B funding in January 2023. In just four years, it has gone from two co-founders to a team of almost 100 staff, with offices in London and Paris. At Landytech, we see diversity as our strength with a team from over 15 countries and 14 languages spoken. Team & Role We are looking for a hands-on and strategic Support Manager to lead and scale our global client support function. This role will be based in Pune and will oversee a small but growing team responsible for front-line client support. You will work closely with our Client Success Managers, Product Specialists, Data Operations, Professional Services and R&D teams to deliver a seamless and high-quality support experience. You will be a true player-coach - providing leadership to the team while actively engaging in support interactions and leading by example. Key Responsibilities Lead and mentor a small support team in Pune, ensuring coverage, coaching, and continuous skill development Act as a player-coach: lead the team while staying hands-on with support cases and client communication Instil a strong service culture focused on responsiveness, empathy, and client success Oversee daily support operations, prioritisation, triage ensuring timely and high-quality responses via email (CRM), calls, and Teams Own and enhance our digital support resources, including the Academy and Knowledge Base Drive AI and automation-focused improvements for operational efficiency and client enablement Management reporting and analysis on function on a regular and ad-hoc basis Process improvement inclduing writing SOPs Partner cross-functionally with Client Success, Product, Data Ops, PS and R&D to ensure smooth operations, seeking resolution for the client's benefit whilst also driving sustainable and scalable solutions Requirements 4 - 7 years of experience in customer support, ideally in B2B SaaS or fintech 2+ years in a leadership or support ops role Experience with CRM/ticketing tools (HubSpot, Zendesk, Salesforce, etc.) Experience or strong interest in AI, chatbots, or digital client support solutions Excellent communication, problem-solving, and process-improvement skills Demonstrated ability to lead by example in a hands-on support or client-facing role. Our Benefits An opportunity to work in a fast-growing fintech revolutionizing investment reporting Regular socials and being part of an international team with an HQ in London, UK and office in Paris, France as well Hybrid style of work/ 2 days working from our office in Pune, India Private medical insurance for you and your family members

Roles and Responsibilities: Certifications ACP-620/ACP-420/ACP-610/ACP-600/ACP-300/ACP-400/ACP-500 Candidates with any two certifications preferred. We are looking for an Atlassian Administrator to join the Development operations team! As amember of the Development operations team, you will play a critical role in managingand developing the Atlassian ecosystem. You will collaborate with a wide range of business stakeholders to create solutions within theAtlassian toolset and be the strategic end-to-end owner of all Atlassian services. Atlassianapplications that we use includes Jira DC, Jira Cloud, Confluence and Jira Service management. Skills: Candidates with experience in migrating Jira and Confluence from Server/DC to cloud are preferred. Administration of Atlassian Jira Data Centre [including Jira Service Management(JSM)]and Atlassian Confluence. Experience in creating Jira projects, Issue type, Issue type schemes, screens, screenschemes, Issue type screen schemes, workflows, issue type workflow schemes, fieldconfiguration schemes, permission schemes, Notification schemes, Priorities, addingusers to roles. Customisation of Issue security Schemes for different projects for different levels. Custom fields creation and adding the context to the projects for reflecting the fields forrespective issue types or screens. How you will add new context to new custom fields orexisting custom fields. Perform the duties of JIRA maintenance, administration, upgrades, migrations andenhancements. Support the development, production, and disaster recoveryenvironments. Provide day to day admin support including performance tuning, verifying backups, andre-indexing applications. Ability to meet with business leads to gather requirements and deploy new projects onJira and JSM. Perform periodic data refreshes against the development environments. Support and troubleshoot integrations between Jira and development tools such as Git,BitBucket, Salesforce, Freshdesk, Bamboo and Gitlab etc. Ensure Atlassian platforms are highly secure by implementing best-practice hardeningstandards. Design custom JIRA workflow(Advanced workflows) for different issue types to assist inautomation of build and continuous integration workflow. Manage the changes to workflows and fields, JQL scripting and reporting. ImplementAtlassian tooling to support portfolio management (Roadmaps) Investigate, diagnose, & remediate Jira & Confluence performance & stability issues. Develop metrics, dashboards, and advanced filters in Jira to provide end users andbusiness leadership with meaningful operational / performance metrics andstatus reports. Strong understanding for Atlassian products, plug-ins, and roadmap features forfuture enhancements to support business objectives. Strong Atlassian cloud configuration experience, including workflows, fields,screens, permissions, and notifications. Knowledge of Jira REST API or other RESTbased web services. Knowledge of third-party customisation add-ons (JEMH, Time to SLA, ScriptRunner,Automation for JIRA, JMWE, Portfolio for Jira(Advanced Road maps), Custom Charts forJira, SAML, Test rail for Jira Test management, Gantt chart, pivot reports, Skills to develop solutions for integration with other tools, automate manualprocesses, data migration routines and extract data for reporting and analyticalpurposes. Experience in working with indexable datastores. Experience in working with CI/CD tools(e.g., Jenkins) Understanding in Linux server command line trouble shooting utilities Experience in working with relational databases (MySQL). Strong understanding of Software development methodologies (e.g., SAFe,Agile, Scrum) from an I.T perspective and a business perspective. Migration and Upgradation experience. Should be able to explain the steps and work inthe migration and Upgradation process. External integrations like SAML, Service Desk, Service Now, Confluence, Opsgenie, Jenkins, GitHub, Slack, Zendesk, Trello, Jenkins. Email integration with Jira, Confluence etc. Knowledge of Webhooks and APIs Qualifications & Experience: Bachelor's degree in computer science, information technology, or related field(Equivalent work experience will be accepted in place of the education requirement) 5+ years of experience with deep hands-on expertise with Atlassian product suite (JiraData centre (on-prem) and Cloud, Confluence Data centre (on-prem) and Cloud, ServiceManagement, and supporting 3rd party add-ons (Tempo, Script Runner, Service Rocket,Zephyr, etc.) Candidates with experience in migrating Jira and Confluence from Server/DC to cloudare preferred. Candidates with working knowledge of hosting and managing Jira/Confluence DC on MSAzure are preferred. Experience with configuring and supporting integration using development tools on Jira Demonstrate good interpersonal skills and communication, both written and spoken. Atlassian Jira & Confluence certifications a plus. Conceptual and practical understanding of SDLC, ITIL and Agile Frameworks is also aplus. Working knowledge of ITSM/ITIL methodologies (ITIL v4 desirable), Scrum master orsimilar experience with knowledge of SAFe. PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles) Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy Working at PhonePe is a rewarding experience! Great people, a work environment that thrives on creativity, the opportunity to take on roles beyond a defined job description are just some of the reasons you should work with us. Read more about PhonePe on our blog. Life at PhonePe PhonePe in the news

About the Role HashiCorp is looking for a high-caliber customer facing engineering professional to join its Support Engineering team in Noida, India. This is an exciting opportunity to join a small team and have a direct impact on HashiCorp’s fast growing business. This highly visible position will be an integral part of both the support engineering and Terraform Open Source/Enterprise teams. You are a fit if you thrive in a fast-paced culture that values essential communication, collaboration, and results. You are a self-motivated, detail-oriented individual with an eye for automation, process improvement, and problem solving. Reporting to the Manager, Support Engineering, the Support Engineer will be a key member of the Customer Success organization and will directly impact customer satisfaction and success. The Support engineer will troubleshoot complex issues related to Terraform Enterprise and independently work to find viable solutions. They will contribute to product growth and development via weekly product and marketing meetings. The Support Engineer will attend customer meetings as needed to help identify, debug and resolve the customer issue and is expected to be a liaison between the customer and HashiCorp engineering. When possible the Support Engineer will update and improve product documentation, guide feature development, and implement bug fixes based on customer feedback. RESPONSIBILITIES Triage and solve incoming support requests via Zendesk within SLA Document and record all activity and communication with customers in accordance to both internal and external security standards Reproduce and debug customer issues by building or using existing tooling or configurations Collaborate with engineers, sales engineers, sales representatives, and technical account managers to schedule, coordinate, and lead customer installs or debugging calls Contribute to create knowledge base articles, and best practices guides Continuously improve process and tools for normal, repetitive support tasks Periodic on-call rotation for production-down issues Weekly days off scheduled every week on rotation on any day of the week Goals : 30 daysyou should be able to - Write a simple TF configuration and apply it in TFE to deploy infrastructure Holistic understanding of (P)TFE and the interaction with the TF ecosystem Successfully perform all common work flows within Terraform Enterprise One contribution to extend or improve product documentation or install guides Ability to answer Level 1 support inquiries with minimal assistance 60 daysyou should be able to - Effectively triage and respond to Level 1 & 2 inquiries independently Provision and bootstrap (P)TFE instance with low-touch from engineering Ride along on 1-2 live customer install calls Locate and unpack the customer log files. Familiarity with its contents Apply TF configurations to deploy infrastructure in AWS, Azure, and Google Cloud Author one customer knowledge base article from area of subject matter expertise 90 daysyou should be able to - Effectively triage and respond to a production down issue with minimal assistance Run point on a live customer install without assistance Independently find points of error and identify root cause in the customer log files and report relevant details to engineering Implement small bug fixes or feature improvements Reproduce a TF bug or error by creating a suitable configuration Required education Bachelor's Degree Required technical and professional expertise 4+ years Support Engineering, Software Engineering, or System Administration experience Expertise in Open Source and SaaS is a major advantage Excellent presence; strong written and verbal communication skills Upbeat, passionate, and unparalleled customer focus Well-organized, has excellent work ethic, pays attention to detail, and self-starting Experience managing and influencing change in organizations Working knowledge with Docker, Kubernetes Familiar with networking concept Experience developing a program, script, or tool that was released or used is an advantage Strong understanding of Linux or Windows command line environments Interest in cloud adoption and technology at scale Preferred technical and professional experience Familiarity with IBM and HashiCorp products and services

Job Description The Zendesk Online Business team is looking for a Senior Software Engineer to join them on their journey to make the Zendesk purchasing experience, one of the business' most crucial and fundamental aspects, more consistent and intuitive. As a Senior Software Engineer, you will tackle complicated problems and confidently navigate tasks independently as well as through collaboration with our team. You will own and maintain the frameworks and tools that our team uses every day. Create, guide, and implement architectural and performance improvements, modernize the stack by employing new technologies, and develop standards & procedures. Note**: This is a hybrid role, combining remote and on-site work, requiring 3 days in the office, and relocation to Pune. What You Will Get To Do Lead software engineering initiatives from the technical perspective to ensure product/business goals are met without compromising on the software architecture Mentor the team in its architecture and technical decisions; lead with experience and compassion, guide using modern performant solutions. Perform code reviews, code pairing, be a sounding board, and develop other engineers to improve their engineering skillset Plan, decompose, and develop scalable solutions to complex projects in collaboration with various stakeholders: Product Management, Design, Engineering leadership, and your team Keep track and adapt to rapidly changing requirements in a fast-paced, results driven team Ensure the team always delivers on their commitments. It is your responsibility to debug code, lend a hand, and be a voice of guidance to unblock others on the team. Document, evangelize, and communicate best practices in all our frameworks and tools. We ship code frequently and fast, but stability and reliability must never be compromised. What You Bring To The Role 6+ years of relevant industry experience with frontend software development Experience with Adobe AEM (implemented in a Headless way) Expertise in technical areas including but not limited to Session Management, Object relational mapping, Caching, JavaScript, CSS, HTML, CSS-in-JS, JSON, and REST APIs Experience with JavaScript build infrastructure/tooling (Webpack, Node.js) Advanced experience developing with React, or similar JavaScript MVC/MVP framework Experience with CI/CD and delivery systems (Github Actions, Travis, Jenkins) Expertise using Datadog or other log aggregation tools Excellent written and verbal communication skills Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based. Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The Intelligent Heart Of Customer Experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Who we are and what do we do NPST is a fintech company bridging banking and fintech with its technology and payment solutions for the BFSI industry. As a Technology Service Provider (TSP) and Third-Party Aggregator Provider (TPAP), we serve banks, merchant aggregators, merchants, and consumers. Listed on the NSE Emerge platform in August 2021 with a market cap of ₹2000 Cr (as of Mar 24), NPST is an NPCI-approved Merchant Payment Service Provider, acquiring merchants and facilitating payments. We have a strong client base, including 10 banks and 30+ PAPG and merchants. TimePay , a subsidiary of NPST , is an NPCI-approved TPAP (Third Party Application Provider) offering UPI payment services. With a strong vision and growth strategy, TimePay aims to become one of the top five payment applications in India. Our mission is to acquire users across all the demography and empower every Indian with innovative, user-friendly digital payment solutions and banking services. Payment ecosystem being disruptive, we still have several challenging cases which needs innovation at core to build future of Payments. At TimePay, we believe in solving use cases, build futuristic ecosystem and contribute to India’s digital payment growth story by building disruptive payment process and technology for greater good of our users. TimePay contributes to NPST’s vision of ‘Providing digital technology across financial value chain’ by bringing last mile reach in payment ecosystem. What will you do An ideal candidate will be responsible for overseeing the company’s day-to-day operational activities, ensuring smooth service delivery, managing cross-functional workflows, and driving efficiency through automation and best practices. Job responsibilities: Lead and manage end-to-end operations, including payment processing, settlements, reconciliations, customer service, KYC/AML compliance operations, and vendor coordination. Build, implement, and optimize scalable SOPs for operational efficiency and accuracy. Drive digital transformation initiatives to automate workflows and reduce manual dependencies. Collaborate with product, tech, compliance, and customer support teams to improve operational outcomes and reduce friction. Monitor key metrics (TAT, SLA, error rates, etc.) and report on operational performance with actionable insights. Identify process bottlenecks, compliance gaps, or risk areas and proactively address them. Ensure adherence to all regulatory guidelines from RBI, NPCI, SEBI, etc., relevant to financial operations. Manage and mentor a team of operations executives, team leads, and analysts. Support business continuity planning and crisis management. What are we looking for: In-depth knowledge of payment systems, UPI, NEFT, IMPS, card networks, and digital banking workflows. Familiarity with regulatory requirements around KYC, AML, and data security. Strong analytical mindset with proven experience in process improvement and automation. Proficient in tools like Excel, MIS reporting systems, ticketing systems (e.g., Freshdesk, Zendesk), and CRM. Superior communication and interpersonal skills Analytical thinking and strong judgment and decision-making abilities Entrepreneurial skills, ability to observe, innovate, and own your work Detail-oriented and organized with strong time management skills Influencing skills and the ability to create positive working relationships with team members at all levels Collaborative approach and work with perfection as a group effort to achieve organizational goals Education Qualification – Any Graduate Experience – 6 - 8years. Industry - Fintech/Banking/Financial Services Operations. Work arrangement – 5 days working from office Location – Mumbai (Thane) What do we offer: An organization where we strongly believe in one organization, one goal. A fun workplace which compels us to challenge ourselves and aim higher. A team that strongly believes in collaboration and celebrating success together. Benefits that resonate ‘We Care’. If this opportunity excites you, we invite you to apply and contribute to our success story. If your resume is shortlisted, you will hear back from us.

Designation : Director of global technical support Location : Remote - India Shift : EMEA / US Shift ( Rotational ) Experience : 12 + years , Relevant to leadership - 5 years about product operations The Product Operations team plays a pivotal role in driving success by providing comprehensive business insights, expert translations, precise technical writing, and impactful training solutions. We bridge the gap between complex technical information and actionable strategies, ensuring seamless communication across global teams. By delivering data-driven insights, translating technical content into accessible formats, and equipping teams with the knowledge they need, we empower our organization to operate efficiently and effectively in a dynamic, global environment purpose of the job The Global Technical Support team mission is to uphold high quality participant and customer experience of Randstad RiseSmart products and services. We aim to deliver timely, accurate, and professional technical support to all Randstad RiseSmart customers. We collaborate cross-functionally to document and communicate issues so we can improve and measure the continued success of our products. ● Lead global technical support teams, ensuring exceptional customer experiences ● Partner with product, engineering, and senior leadership to align support strategies with business goals ● Drive process improvements and scalable solutions to enhance efficiency ● Proactively identify and resolve technical challenges, implementing enterprise-wide enhancements ● Establish and monitor KPIs to measure and improve team performance ● Balance immediate operational needs with long-term growth and innovation ● strategic leadership and management of a function ● setting and managing budget ● responsible for achieving the goals through effective management of the team Global Technical Support Metrics ● Agent and Customer Satisfaction (CSAT) Scores ● Cross-Department Communication Improvement Plan (Tier1&2 Support, Product Management and Product Advisory, & Tier-3/Dev team) ● Monthly & Quarterly Monitoring & Support for Ticket Volume, Error, Tag & Release Metrics ● Improve and maintain resolution time (Mean Time to Resolution, MTTR) ● Monitor & Track Agent productivity (ticket/issue counts, resolution rates, and SLA adherence ● Employee Engagement & Retention ● Cost Efficiency & Operational Improvements ● Knowledge Base Usage & Effectiveness key stakeholders ● Global Operations, Sales, and Enterprise Teams - including but limited to Product Managerment; Engineering; Engagement/Operations; Accounting and Global IT ● All external customers and clients who are impacted with RandstadRiseSmart contracts job requirements education, experience & knowledge ● University/Post Graduate degree or equivalent professional & intellectual ability ● excellent Microsoft Office/google for business applications skills ● wide and deep experience providing expert competence ● significant professional experience ● experience in managing and motivating teams ● solid experience of people management and leadership in a results-driven environment ● experience of planning and managing resources to deliver predetermined objectives ● experience of interpreting strategy and policy in order to set and deliver objectives within medium to long time frames ● experience working in a complex matrix, across multiple geographies ● proven experience of developing relationships working at a strategic and operational level ● The ideal candidate is an experienced, results-driven leader with a deep understanding of global technical support operations. Strong coaching, mentoring, and collaboration skills are essential to navigate challenges and ensure customer satisfaction. The role requires flexibility across multiple global time zones to support diverse teams. ● Leadership & Experience: 5+ years leading global technical support teams, driving large-scale initiatives, and aligning operations with business goals; excellent people management skills ● University/Post Graduate degree or equivalent professional & intellectual ability ● excellent Microsoft Office/google for business applications skills ● proven experience of developing relationships working at a strategic and operational level ● Customer & Stakeholder Focus: 3+ years in technical support leadership, ensuring customer success, meeting SLAs, and delivering high-quality service. ● Technical & Industry Knowledge: Proficiency in Zendesk, ServiceNow, and Jira; passion for innovation and process evolution to stay ahead of industry trends. ● Global & Remote Operations: Ability to manage complex, distributed teams across global time zones ● Problem-Solving & Strategy: fostering collaboration while ensuring service excellence; Strong analytical mindset, ability to interpret strategy and policy to align with business objectives; Proactively help remove roadblocks; implement process improvements, and drive continuous growth in Support while keeping up team moral and motivation ● Communication & Adaptability: Exceptional verbal/written skills, ability to simplify technical concepts for stakeholders, and flexibility to multitask in a fast-paced environment, including flexibility with full-time schedule, including shift assignments on weekends and evenings to support global time zones competencies Randstad Enterprise Key competencies - focuses on assessing, measuring and improving performance - shows drive and determination to meet short- and long-term goals - calculates return on investment - customer focused - uses comprehensive knowledge and skills to act independently while guiding and training others to take action to increase quality - acts independently to apply comprehensive understanding of the business environment and objectives developing solutions while providing guidance and training others Job specific competencies - builds a high performing team by ensuring that the team is focused, motivated and inspired to achieve team objectives - specifically creates positive team culture and inspires commitment - thinks through issues by seeing the pattern or big picture, brings facts and ideas together, and develops innovative or creative insights - acts independently using comprehensive knowledge and/or skills to conduct research and analyse data while guiding and training others on how to develop a comprehensive understanding of e.g. customer and market conditions

Provide first-line technical support to end-users, resolving IT issues promptly and ensuring smooth system operations. Key Responsibilities: Respond to user inquiries via phone, email, or chat. Troubleshoot hardware, software, and network issues. Log, track, and escalate tickets as needed. Guide users through solutions with clear instructions. Install, configure, and maintain IT equipment/software. Document solutions for knowledge sharing. Ensure timely resolution within SLAs. Requirements: Diploma/degree in IT or related field. Basic knowledge of Windows/macOS, Office 365, and networking. Strong problem-solving and communication skills. Customer-focused with patience and professionalism. Experience with helpdesk tools (e.g., Zendesk, ServiceNow) is a plus. Job Types: Full-time, Permanent, Fresher Pay: ₹12,000.00 - ₹18,000.00 per month Shift: Day shift Experience: Help desk: 2 years (Required) Microsoft Excel: 2 years (Required) Work Location: In person

At Navan, our mission is to power the in-person connections that move people, ideas and businesses forward. We help our travelers focus on being there, not getting there and our Travel team is central to this mission! As a member of our quickly growing Travel Experience team, you will be responsible for directly supporting our users’ travel needs. As owners of customer satisfaction, your role is to solve issues, communicate effectively, and collaborate with internal teams to remove any barriers for the traveler - all while providing a best-in-class customer experience. As the front line of our business, you will have a unique opportunity to provide regular feedback to our product, design and engineering teams as they work towards continually improving our customer facing and internal platforms. This is an exciting role where you will have a direct impact on our day to day operations, traveler experience and product development! What You’ll Do Assist our travelers with best-in-class travel support through multiple contact channels: chat, call and email. Maintain extensive supplier, destination and system knowledge. Make quick and accurate analyses of customer needs, persona and level of urgency. Provide accurate information for hotel, flight, car and rail bookings, as required Support users with self-service of the Navan platform and app where possible. Respond to customers within SLA expectations and requirements. Follow company and customer travel and expense procedures and policies in addition to global compliance procedures. Provide regular feedback to stakeholders on the progress of goals and performance of key operating processes. Participate in team meetings to stay up to date with new product launches, supplier updates, and industry changes. Build upon your travel industry knowledge to continue to set the standard for best-in-class travel support. Adhere to attendance policy and complete all assigned training. Meet individual performance metrics in support of the organization and company business objectives. What We’re Looking For 3+ years of experience in TMC/BT Consultant Role covering all supplier products i.e air, rail and hotel 2+ years of GDS experience (Sabre, Amadeus, Galileo) to intermediate level - MANDATORY REQUIREMENT IATA accreditation (WWAFT/WAII/BA2) Customer Service experience within a contact center or customer facing role. Tech Savvy - not an expert but will be confident in Gmail, Zendesk, Slack and Salesforce as well as our internal travel customer service platform. Reliable and flexible with an openness to working non-traditional shifts (early mornings, late evenings and weekends), as we scale our support organization Ability to multitask with a desire to resolve urgent matters as quickly and efficiently as possible. An empathetic disposition with the ability to maintain a professional attitude at all times An independent thinker who is able to use available resources to troubleshoot issues and resolve customer inquiries. A skilled communicator with excellent verbal and written communication A team player who thrives in collaborating, giving and receiving feedback and lifting others up An interest in travel with a basic understanding of world geography

🔸 About Company Intellipaat is a leading online training and certification provider, offering comprehensive courses in various domains, including Data Science, Cloud Computing, AI, and more. We are committed to providing high-quality educational content and empowering learners worldwide to achieve their career objectives. We have more than 10 million learners from 150+ countries learning on our platform. We collaborate with the world's top universities, such as MIT and IITs, to create courses that enhance employability for working professionals and fresh graduates. 🏆Recognized by Economic Times as the most preferred edtech company, Intellipaat has experienced 10X growth in the past year. Join us for a journey of sustainable career growth, job security, and continuous learning! 📈 🔹 Job Title: Escalations Manager – EdTech Operations 🔹 Company: Intellipaat 🔹 Job Location: Bangalore (Work from Office) 🔹 Working Days: 6 Days a Week 🔹 Salary: As per last drawn CTC with standard hike 🔸 Role Summary: We are seeking a proactive and experienced Operations Manager from an EdTech or B2C operations background to join our team. You will handle post-sales operations and customer escalations from learners and internal teams, work cross-functionally to resolve them, and improve overall satisfaction and efficiency. 🔸 Key Responsibilities: Act as the final point of contact for unresolved learner and client complaints/escalations. Analyze root causes of issues and implement preventive measures. Collaborate closely with sales, delivery, tech, and support teams to ensure fast resolution. Maintain escalation metrics, generate reports, and present trends to leadership. Build and maintain a knowledge base of common issues and best practices. Monitor SLAs and ensure adherence to resolution timelines. Handle high-pressure situations with empathy, clarity, and professionalism. Improve internal SOPs to minimize future escalations. 🔸 Desired Candidate Profile: 2–4 years of experience in operations or escalations, preferably in the EdTech/B2C industry. Strong communication and conflict-resolution skills. Ability to multitask and manage time effectively under pressure. Proficiency in tools like Excel, CRM platforms (Freshdesk/Zendesk), and ticketing systems. Analytical mindset with a strong customer-first approach. Experience working in a 6-day operational setup is a plus. 🔸 Educational Qualification: Bachelor’s Degree required; MBA or PGDM is a plus. 🔸 Compensation: Salary will be based on your last drawn CTC with a standard hike, aligned with company policy and experience. 🔸 How to Apply: 👉 If you want to apply, please click on the link below:

Sr. Sales Operations Analyst Remote- Pune, India EGNYTE YOUR CAREER. SPARK YOUR PASSION. Egnyte is a place where we spark opportunities for amazing people. We believe that every role has a great impact, and every Egnyter should be respected. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values: Invested Relationships Fiscal Prudence Candid Conversations ABOUT EGNYTE Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 22,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com . Our Sales Operations Team plays a pivotal role in optimizing the sales function by leveraging data, technology and strategic insights to drive performance and achieve organizational goals of Egnyte. WHAT YOU’LL DO: Evaluate business processes, predict requirements, identify opportunities for improvement, and design and implement solutions Manage projects to enhance sales efficiency and effectiveness Complete the deliverables and guarantee project completion on time Develop and maintain sales analytics reports and dashboards Data Quality Management Assist Sales Team with the required data Work closely with the Vertical Leaders to help with their requirements Provide on-going sales territory support on Account & Contact acquisition and enrichment Apply data cleansing techniques and develop new data acquisition methods Work with Accounting team on Opportunity Reconciliation Be the sales support resource for Sales Management & Sales Team to provide operational support Keep up-to-date on latest sales technologies and processes YOUR QUALIFICATIONS: A Minimum of 5-6 years of experience in Sales Operations Team working for a global SaaS Company Proficiency in Salesforce and business intelligence tools Advanced Excel knowledge is a must Knowledge of tools like ZoomInfo, Hoovers, Zendesk etc., is a must Working knowledge of any Automation tool is good to have Tableau Certification is preferred BENEFITS: Competitive salaries Medical insurance and healthcare benefits for you and your family Fully paid premiums for Term life insurance Personal Accident Insurance Flexible hours and PTO Mental wellness platform subscription Gym and fitness reimbursement Childcare reimbursement COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION: At Egnyte, we celebrate our differences and thrive on our diversity for our employees, our products, our customers, our investors, and our communities. Egnyters are encouraged to bring their whole selves to work and to appreciate the many differences that collectively make Egnyte a higher-performing company and a great place to be.

About The Opportunity Operating within the fast-paced global Business Process Outsourcing (BPO) industry, we provide multilingual voice and digital support services for Fortune 500 technology, e-commerce and fintech clients. Our India-based contact centre delivers round-the-clock customer experience solutions aligned to North American and European time zones. Role: International Customer Service Representative (Night Shift) Role & Responsibilities Handle inbound and outbound voice calls, emails and live chats from US/UK customers, achieving first-contact resolution. Troubleshoot product or service queries, log cases accurately in CRM, and escalate complex issues per Standard Operating Procedures. Meet or exceed daily KPIs for average handling time, customer satisfaction (CSAT) and service level adherence. Document interactions with clear, concise notes to ensure seamless follow-up across shifts. Collaborate with team leads to identify recurring issues and recommend process or knowledge-base improvements. Uphold data privacy, security and compliance standards (GDPR/PCI) during every customer interaction. Skills & Qualifications Must-Have Graduate degree or equivalent with 1+ year in international voice support. Excellent verbal and written English with neutral/US accent. Proficiency in customer service CRMs (Salesforce, Zendesk or similar). Availability to work permanent night shifts, weekends and Indian public holidays. Typing speed 35+ WPM with high accuracy. Preferred Experience supporting SaaS or e-commerce products. Knowledge of de-escalation and upselling techniques. Familiarity with ITIL ticketing workflows and remote troubleshooting tools. Benefits & Culture Highlights Fixed night-shift allowance, performance bonuses and health insurance from day one. Door-to-door secure cab transport with GPS tracking. Engaging, inclusive workplace with paid learning modules and rapid career advancement to Quality Analyst or Team Lead within 18 months. Location: On-site contact centre, India (city allocation based on project). Join us to deliver world-class customer experiences and accelerate your global support career. Skills: customer service,itil ticketing workflows,time management,upselling techniques,de-escalation techniques,active listening,communication,crm tools,problem solving,neutral/us accent,customer service crm proficiency,remote troubleshooting tools,familiarity with itil ticketing workflows,bpo,proficiency in customer service crms,excellent verbal and written english,typing speed 35+ wpm

Responsibilities: Provide top-notch technical support to customers through various channels, including email, chat, and phone Troubleshoot and resolve technical issues related to our IoT devices, ensuring prompt and accurate solutions Collaborate with cross-functional teams to escalate and resolve complex technical problems Document customer interactions and resolutions in our support system Proactively identify and communicate recurring issues to the product and engineering teams for resolution Stay up-to-date with product knowledge and updates to provide accurate and effective support Assist in creating and updating support documentation and resources for customers Demonstrate a strong customer-centric attitude and a commitment to resolving issues promptly Must know o Must know to created hotspots or know limitations on phone hotspot. o Must know to Setup any IOT drive or Alexa. o Must know to do MAC id in wifi troubleshooting 0067. o Must know what is mesh router or wifi extender. Requirements: A bachelor's degree in a relevant field or equivalent work experience 0-2 years of experience in technical support, preferably with IoT devices Strong technical background with the ability to quickly grasp complex technical concepts Excellent communication skills, both written and verbal Proficiency in using support ticketing systems, with knowledge of Zendesk preferred Ability to work effectively in a fast-paced startup environment Ability to work remotely with limited supervision Comfortable working night shifts as part of a rotational schedule A proactive and problem-solving mindset with a dedication to customer satisfaction Exceptional attention to detail and organizational skills Flexible working in US Shift Location: Remote- Bengaluru,Hyderabad,Delhi / NCR,Chennai,Pune,Kolkata,Ahmedabad,Mumbai

About The Opportunity Operating within the fast-paced global Business Process Outsourcing (BPO) industry, we provide multilingual voice and digital support services for Fortune 500 technology, e-commerce and fintech clients. Our India-based contact centre delivers round-the-clock customer experience solutions aligned to North American and European time zones. Role: International Customer Service Representative (Night Shift) Role & Responsibilities Handle inbound and outbound voice calls, emails and live chats from US/UK customers, achieving first-contact resolution. Troubleshoot product or service queries, log cases accurately in CRM, and escalate complex issues per Standard Operating Procedures. Meet or exceed daily KPIs for average handling time, customer satisfaction (CSAT) and service level adherence. Document interactions with clear, concise notes to ensure seamless follow-up across shifts. Collaborate with team leads to identify recurring issues and recommend process or knowledge-base improvements. Uphold data privacy, security and compliance standards (GDPR/PCI) during every customer interaction. Skills & Qualifications Must-Have Graduate degree or equivalent with 1+ year in international voice support. Excellent verbal and written English with neutral/US accent. Proficiency in customer service CRMs (Salesforce, Zendesk or similar). Availability to work permanent night shifts, weekends and Indian public holidays. Typing speed 35+ WPM with high accuracy. Preferred Experience supporting SaaS or e-commerce products. Knowledge of de-escalation and upselling techniques. Familiarity with ITIL ticketing workflows and remote troubleshooting tools. Benefits & Culture Highlights Fixed night-shift allowance, performance bonuses and health insurance from day one. Door-to-door secure cab transport with GPS tracking. Engaging, inclusive workplace with paid learning modules and rapid career advancement to Quality Analyst or Team Lead within 18 months. Location: On-site contact centre, India (city allocation based on project). Join us to deliver world-class customer experiences and accelerate your global support career. Skills: customer service,itil ticketing workflows,time management,upselling techniques,de-escalation techniques,active listening,communication,crm tools,problem solving,neutral/us accent,customer service crm proficiency,remote troubleshooting tools,familiarity with itil ticketing workflows,bpo,proficiency in customer service crms,excellent verbal and written english,typing speed 35+ wpm

About Us BeatRoute is the world's only Goal-Driven AI platform for retail sales and distribution. It is an enterprise-grade, scalable platform that uses a unique Goal-Driven AI to deliver measurable business impact for brands in their retail sales and distribution channels. Worldwide, retail and distribution businesses, such as FMCG, consumer goods, and building materials face the difficult choice of implementing risky and costly development projects on development platforms. We are solving this global problem with our ready-to-deploy enterprise SaaS AI solution. We are looking for a proactive and experienced Level 3 Customer Software Support Engineer who will serve as the technical backbone of our customer support function. This role is responsible for diagnosing and resolving complex issues related to our SaaS product, collaborating with engineering teams, and ensuring high customer satisfaction through timely, accurate, and empathetic support. Key Responsibilities • Act as the final escalation point for support issues related to our SaaS platform. • Troubleshoot and debug issues involving APIs, integrations, and backend systems. • Analyze logs, trace errors, and identify root causes of complex technical problems. • Work with tools like Jira, Freshdesk (or similar ticketing systems), and internal dashboards. • Write clear internal documentation for recurring issues and create knowledge base articles. • Use Excel (VLOOKUP, COUNTIF, SUMIF, Pivot Tables, etc.) to analyze and interpret customer data. • Coordinate with Product and Engineering teams to escalate bugs or feature requests. • Ensure SLAs are met and customer issues are resolved with urgency and accountability. • Be customer-obsessed: understand the impact of issues from the customer's perspective and act with empathy. • Communicate technical solutions to both technical and non- technical audiences. Must-Have Skills • Strong experience in API debugging using tools like Postman, Swagger, or Curl. • Experience in a SaaS environment, especially handling production-level support tickets. • Familiarity with Jira and working in agile development environments. • Proficiency with Freshdesk, Zendesk, or similar customer ticketing systems. • Solid understanding of Excel functions for data analysis. • Excellent problem-solving and troubleshooting skills. • Strong verbal and written communication skills. • Ability to multi-task and prioritize in a fast-paced environment. Nice-to-Have Skills • Knowledge of basic SQL queries for troubleshooting data issues. • Experience with log analysis tools • Experience in working with cross-functional teams (Engineering, QA, Product, etc.). Key Traits • Highly accountable and ownership-driven – takes responsibility to see issues through to resolution. • Intuitive ability to sense urgency and act swiftly to de-escalate customer frustrations. • A natural problem solver who can work independently and within a team. • Willing to go the extra mile to deliver outstanding customer service. • Detail-oriented and process-driven, with a passion for improving support workflows. Education & Experience • Bachelor’s degree in Computer Science, Information Technology, or a related field preferred. • 3+ years of experience in a similar technical support role, preferably in a SaaS company.

Location: Noida, India Employment Type: Full-time Work Hours: Must be available to work during Pacific Standard Time (PST) business hours About Level AI - Level AI is revolutionizing the contact center industry with cutting-edge AI technology. Our AI-native platform helps enterprises extract deep insights from customer interactions, turning every conversation into a strategic asset. Backed by top-tier investors and trusted by leading global brands, Level AI is the most adaptive and forward-thinking solution in the market. We’re growing fast and are looking for passionate individuals who want to shape the future of AI-driven customer experience. About The Role - We’re looking for a Tech Support Lead in our Noida office to take ownership of technical support and help scale our support function. This is a hybrid role —you will initially own and resolve customer tickets directly, while also building and leading a team of support engineers.As Level AI grows, your focus will shift from being a hands-on contributor to becoming a full-time manager responsible for growing and leading a high-performing technical support team. This is a unique opportunity for someone who thrives in a startup environment, wants to roll up their sleeves, and grow into a senior leadership role. Key Responsibilities: Hire AI to automate as many processes as possible Develop deep expertise in product implementation, usage, and troubleshooting Resolve complex customer support tickets during PST business hours while documenting patterns and processes Serve as the primary escalation point for urgent technical issues Build and scale a technical support team in Noida Lead hiring, onboarding, and training of support engineers Develop and implement operational processes, workflows, and playbooks Collaborate with Product, Engineering, and Customer Delivery teams to escalate and resolve product-related issues Own key support metrics (CSAT, CES, SLA adherence, FRT, TTR) and drive continuous improvement Create internal documentation and external knowledge base articles Foster a culture of accountability, ownership, and customer advocacy Transition out of ticket ownership over time as the team grows and matures Requirements : 5+ years in technical support roles, preferably in SaaS or enterprise software 2+ years in a team lead, supervisor, or player-coach role Strong troubleshooting skills in areas like APIs, cloud platforms, and log analysis Experience working with tools like Zendesk, Jira, Salesforce, or similar platforms Excellent written and verbal communication skills Ability to work independently and manage a globally distributed team Comfortable working PST hours Preferred Qualifications : Bachelor’s degree in Computer Science, Engineering, or a related field Experience supporting enterprise or B2B clients Familiarity with SQL, scripting (Python/Bash), or log management tools ITIL certification or formal training in support operations is a plus

Job Description The Zendesk Online Business team is looking for a Staff Software Engineer to join them on their journey to make the Zendesk purchasing experience, one of the business' most crucial and fundamental aspects, more consistent and intuitive. As a Senior Software Engineer, you will tackle complicated problems and confidently navigate tasks independently as well as through collaboration with our team. You will own and maintain the frameworks and tools that our team uses every day. Create, guide, and implement architectural and performance improvements, modernize the stack by employing new technologies, and develop standards & procedures. Note**: This is a hybrid role, combining remote and on-site work, requiring 3 days in the office, and relocation to Pune. What you will get to do : Lead software engineering initiatives from the technical perspective to ensure product/business goals are met without compromising on the software architecture Mentor the team in its architecture and technical decisions; lead with experience and compassion, guide using modern performant solutions. Perform code reviews, code pairing, be a sounding board, and develop other engineers to improve their engineering skillset Plan, decompose, and develop scalable solutions to complex projects in collaboration with various stakeholders: Product Management, Design, Engineering leadership, and your team Keep track and adapt to rapidly changing requirements in a fast-paced, results driven team Ensure the team always delivers on their commitments. It is your responsibility to debug code, lend a hand, and be a voice of guidance to unblock others on the team. Document, evangelize, and communicate best practices in all our frameworks and tools. We ship code frequently and fast, but stability and reliability must never be compromised. What you bring to the role: 6+ years of relevant industry experience with frontend software development Experience with Adobe AEM (implemented in a Headless way) Expertise in technical areas including but not limited to Session Management, Object relational mapping, Caching, JavaScript, CSS, HTML, CSS-in-JS, JSON, and REST APIs Experience with JavaScript build infrastructure/tooling (Webpack, Node.js) Advanced experience developing with React, or similar JavaScript MVC/MVP framework Experience with CI/CD and delivery systems (Github Actions, Travis, Jenkins) Expertise using Datadog or other log aggregation tools Excellent written and verbal communication skills Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based. Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here . Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Job Description Join our Agent Workspace Messaging team and help millions of users connect with the support they need every day. As a Senior Software Engineer, you'll work on meaningful problems that directly impact customer experiences while collaborating with a talented, diverse team across multiple time zones. We're building the next generation of messaging technology that powers seamless customer engagement. This role offers a unique opportunity to contribute to our growing engineering presence in India and help deliver high-quality solutions from our distributed team. What makes this role special: As a Senior Software Engineer at Zendesk, you'll be a hands-on technologist who directly contributes to application development and participates in the design and implementation of projects. You'll engage in technical discussions beyond your immediate team and excel at finding simple solutions to complex problems. We're looking for someone who cares about not only the technical aspects of large systems, but how they can enable other developers to be more productive. Note: This is a hybrid role, combining remote and on-site work, requiring 3 days in the office, and relocation to Pune. What You'll Do Build impactful products: Work on our next-generation messaging platform backend, contributing to a system that handles millions of conversations daily. Create engaging experiences: Develop modern and engaging experiences on our Agent Workspace product using full-stack development. Collaborate across teams: Partner with Product Managers, Engineering Managers, and Designers to provide technical insights and early project estimates. Solve complex challenges: Participate in technical design discussions and propose innovative solutions to complex problems. Mentor and grow others: Support junior team members through code reviews, pair programming, and thoughtful feedback. Enhance system reliability: Work with operations teams to improve scalability, maintainability, performance, and security of our services. What We're Looking For Core Experience: 4+ years of software engineering experience with web technologies (Java, Python, Ruby, or similar) Strong understanding of data structures and algorithms Experience with databases (MySQL, DynamoDB, or similar technologies) Background in web infrastructure, distributed systems, or component-oriented software engineering Experience building scalable, distributed systems and designing robust APIs Strong troubleshooting skills with ability to track metrics, logs, and traces across services Ability to work autonomously and drive projects forward with minimal oversight Strong written, verbal, and interpersonal communication skills in English Experience mentoring junior developers and providing constructive feedback Ability to participate in technical discussions across teams Bonus Points: Proficiency in JavaScript/TypeScript with React and Redux experience Practical experience in Ruby programming language Understanding of security best practices for backend development and data protection Experience with AWS stack (EKS, RDS, S3, etc.) Familiarity with container orchestration technologies (Kubernetes, Spinnaker) Experience with event-driven architecture (Kafka, GraphQL, gRPC) Experience leveraging AI and machine learning capabilities to enhance applications Our Tech Stack We work with modern, well-supported technologies: Backend: Java, Ruby, Python Frontend: JavaScript/TypeScript, React Data & APIs: Kafka, GraphQL, gRPC Infrastructure: AWS (RDS, S3, EKS), Kubernetes, Spinnaker Architecture: Event-driven systems with real-time data processing Don't worry if you haven't used every technology listed, we value learning agility and will support your growth into new areas. We'd love to hear from you, especially if you're passionate about building user-facing experiences at scale and excited about mentoring fellow engineers. Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based. Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here . Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Job Description Join our Agent Workspace Messaging team and help millions of users connect with the support they need every day. As a Staff Software Engineer, you'll work on meaningful problems that directly impact customer experiences while collaborating with a talented, diverse team across multiple time zones. We're building the next generation of messaging technology that powers seamless customer engagement. This role offers the opportunity to shape our growing engineering presence in Pune while working on large-scale distributed systems that serve millions of daily users. What makes this role special: As a Staff Software Engineer at Zendesk, you'll be a hands-on technologist who leads application development initiatives and contributes to the design and implementation of projects. You'll participate in technical discussions beyond your immediate team and excel at finding simple solutions to complex problems. We're looking for someone who cares about not only the technical aspects of large systems, but how they enable other developers to succeed. Note: This is a hybrid role, combining remote and on-site work, requiring 3 days in the office, and relocation to Pune. What You'll Do Build impactful products: Work on our next-generation messaging platform backend, contributing to a system that handles millions of conversations daily. Lead technical initiatives: Guide the design and delivery of new capabilities with a full-stack mindset, taking ownership of projects from conception to launch. Collaborate across teams: Partner with Product Managers, Designers, and Engineers across different geographies to influence product direction and identify technical solutions. Solve complex challenges: Anticipate scaling challenges and proactively address architecture improvements with a focus on performance, security, and reliability. Mentor and grow others: Support engineers at all levels through design reviews, pairing, and feedback while promoting best practices across teams. Shape our culture: Contribute to building a strong engineering culture in India through recruiting, knowledge sharing, and technical leadership. What We're Looking For Core Experience: 8+ years of software engineering experience in at least one major programming web technology (Java, Python, Ruby, or Python) Experience building distributed backend systems and designing APIs, ideally in a SaaS environment. Track record of leading complex projects across multiple teams Hands-on experience with cloud technologies (AWS, Kubernetes, Docker, CI/CD) Understanding of system performance, security, and reliability principles Leadership & Collaboration: Experience mentoring engineers and influencing technical direction Strong communication skills in distributed team environments Ability to balance short-term needs with long-term technical goals Experience collaborating across different time zones and cultures Bonus Points: Frontend experience with JavaScript/TypeScript and React Experience with event-driven architecture (Kafka, GraphQL, gRPC) Background in customer engagement or messaging domains Active participation in tech communities (open source, blogs, conferences) Experience in fast-growing or scaling organizations Our Tech Stack We work with modern, well-supported technologies: Backend: Java, Ruby, Python Frontend: React, TypeScript Data & APIs: Kafka, GraphQL, gRPC Infrastructure: AWS (RDS, S3, EKS), Kubernetes, Spinnaker Don't worry if you haven't used every technology listed, we value learning agility and will support your growth into new areas. We'd love to hear from you, especially if you're passionate about building user-facing experiences at scale and excited about mentoring the next generation of engineers. Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based. Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The intelligent heart of customer experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here . Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Title : Chat Support Executive Location: Roopena Agrahara, Bommanahalli Employment Type: Full-time Shift: Day-Shift About Us: At Simpel.ai, we’re redefining how businesses operate using cutting-edge AI solutions. As we grow, we’re looking for dedicated individuals to be the voice of our brand through efficient, professional, and friendly customer interactions. Role Overview: We are hiring a Chat Support Executive to assist our customers via live chat, ensuring timely and accurate responses to their queries. If you're a good communicator with a customer-first mindset and tech-savvy approach, we’d love to hear from you. Key Responsibilities: Respond promptly to customer queries via live chat Identify customer needs and assist with product-related questions or issues Escalate complex queries to relevant departments Maintain a positive, empathetic, and professional attitude toward customers Keep records of customer interactions and update internal systems Suggest improvements in processes based on customer feedback Requirements: Excellent written communication skills in English Previous customer support experience is a plus (chat/email preferred) Comfortable using CRM or support tools (e.g., Freshdesk, Zendesk, Intercom) Ability to multitask, stay calm under pressure, and handle repetitive tasks What We Offer: Opportunity to work with a fast-growing tech company Friendly, collaborative, and growth-oriented work environment Training and support to help you succeed Certificate of experience and potential for full-time placement (for interns)

Ultimate.ai Software Engineering Pune, Maharashtra, India Posted on Jul 8, 2025 Apply now Job Description Job summary Zendesk is seeking a highly skilled Software Engineer (Frontend or Full Stack) to join our Custom Objects, Triggers & Automation team. As part of the Custom Data & Logic group, you will play a pivotal role in developing innovative functionality to support our new Employee Service initiative within the Support domain. The ideal candidate is an accomplished engineer dedicated to creating consistent, usable, reliable, and high-performance user experiences for enterprise customers. What you’ll be doing Contribute to the design, development, testing, and deployment of high-quality, efficient software solutions. Collaborate with team members and cross-functional partners to architect solutions that are reliable, secure, performant, extensible, and scalable. Communicate technical decisions and their implications clearly to team members and stakeholders. Identify and help mitigate potential issues during development, testing, and delivery stages. Prioritize tasks to deliver value to users, the team, and the organization. Participate in application improvement discussions, project initiatives, and feature design processes. Develop reusable code and components for future use, ensuring maintainability and scalability. Review and provide feedback on pull requests to help enhance code quality. Maintain accurate and up-to-date technical documentation. Participate in on-call rotations following an initial training period. Engage actively in agile development ceremonies and contribute to a collaborative work environment. Required Qualifications 3 - 6 years of professional experience in designing, developing, testing, and deploying frontend features to production in a stable and reliable manner. Strong experience with JavaScript/TypeScript, with a strong emphasis on React. In-depth knowledge of JavaScript and TypeScript fundamentals, as well as frameworks like React and Redux, and testing libraries including Cypress, Jest, and React Testing Library. Good knowledge of GraphQL and REST APIs. Proficiency with version control tools and continuous integration/continuous delivery (CI/CD) pipelines. Experience mentoring software engineers and collaborating with Design, Product, and Engineering teams. Strong problem-solving, critical thinking, and collaboration skills. Strong verbal, written, and interpersonal communication skills in English. Preferred Qualifications Knowledge of Ruby on Rails and relational databases such as MySQL/Aurora. Familiarity with micro frontends and federation architectures. Knowledge of AI and machine learning integration in applications is a Tech stack Backend: Ruby on Rails, Aurora/MySQL, S3, REST, GraphQL Frontend: JavaScript/TypeScript, React, Redux, React Testing Library, Cypress/Playwright, Jest DevOps & Monitoring: DataDog, GitHub Actions, Jenkins, CI/CD tools Cloud & Infrastructure: AWS, Spinnaker, Kubernetes. Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based. Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager. The Intelligent Heart Of Customer Experience Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week. Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request. 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Skyflow is a data privacy vault company built to radically simplify how companies isolate, protect, and govern their customers’ most sensitive data. With its global network of data privacy vaults, Skyflow is also a comprehensive solution for companies around the world looking to meet complex data localization requirements. Skyflow currently supports a diverse customer base that spans verticals like fintech, retail, travel, and healthtech. Skyflow is headquartered in Palo Alto, California and was founded in 2019. For more information, visit www.skyflow.com or follow on X and LinkedIn. About The Role As a Backend Software Engineer you will be responsible for developing a state-of-the-art SaaS solution that enables enterprises to govern and protect their sensitive data. You will contribute to performance engineering efforts and ensure low-latency and high-throughput transactions at scale. You will participate and be responsible for enforcing best practices in software quality, security, testing and documentation. We know great software engineers come from diverse backgrounds so no single individual may have all the desired skills on day one. But if you are the kind of software engineer who would have loved to engineer solutions for Stripe or Twilio API's, or the Slack or Zendesk app, or the Snowflake or MongoDB platform - we want to talk to you. You Have 5+ years building SDKs, libraries, or developer tools. Proficient in one or more programming languages like Go (preferred), Java, C, C++, Python Experience in performance engineering: developing high-throughput, low-latency systems Experience designing SDKs that wrap RESTful or gRPC APIs. Experience working with OpenAPI / Swagger specs to auto-generate SDKs or improve maintainability. Experience with API gateway platforms and observability tools. Experience in performance engineering: developing high-throughput, low-latency systems Deep understanding of algorithms, data structures, scalability, and distributed systems Privacy, authorization/authentication engineering is a huge plus Experience with continuous integration, writing testable code, and test-driven development Understanding of distributed systems and multi-threading/concurrency concepts. Proven track record of delivering cloud-native distributed SaaS platforms at scale, and with a meaningful adoption Traits such as being a fast learner, adaptable to changing landscape and most importantly a strong believer in being hands-on Understanding of Infra and cloud knowledge is a huge bonus You Will Design, implement, and maintain robust and idiomatic SDKs for backend languages (Go is preferred) Establish strategies for SDK version control, backward compatibility, and changelog management.. Write clean, modular, and testable code—optimised for both readability and performance. Responsible for designing and developing Privacy APIs and backend infrastructure to support large-scale data and privacy workflows Contribute to performance engineering efforts and ensure low-latency and high-throughput transactions at scale Participate in building and implementing effective test strategies and developing software with high-agility and zero downtime Collaborate with security and privacy engineers to deliver state-of-the-art privacy solutions Benefits Work from home expense Excellent Health Insurance Options Very generous PTO Flexible Hours Generous Equity At Skyflow, we believe that diverse teams are the strongest teams. We invite applicants of all genders, races, ethnicities, nationalities, ages, religions, sexual orientations, disability statuses, educational experiences, family situations, and socio-economic backgrounds.

Job Summary: We are seeking a highly skilled and experienced Solution Architect & Delivery Lead to join our dynamic team. This pivotal role will be responsible for defining the technical vision, designing robust solutions, and leading the end-to-end delivery of Google Contact Center AI (CCAI) initiatives, with a primary focus on CCAI Agent Assist and Dialogflow CX . The ideal candidate possesses deep hands-on expertise in conversational AI and contact center technologies, combined with proven leadership skills to guide project teams, manage stakeholders, and ensure successful, on-time, and within-budget project delivery. You will bridge the gap between business requirements and technical implementation, translating complex needs into actionable solution architectures and overseeing their execution from concept to deployment. Key Responsibilities Solution Architecture & Design (approx. 50%): Lead discovery sessions to gather and analyze complex business requirements, translating them into comprehensive Solution Design Document and architectural designs for CCAI Agent Assist and Dialogflow solutions. Design end-to-end conversational flows, intent identification, entity extraction, and fulfillment logic using Dialogflow ES/CX for both voice and chat applications. Architect and implement CCAI Agent Assist features, including real-time sentiment analysis, knowledge base integration, smart reply suggestions, and script nudges. Define integration strategies for CCAI solutions with existing contact center platforms (e.g., Salesforce, Zendesk, Genesys, Avaya), CRM systems, backend APIs, and data sources. Evaluate and recommend appropriate Google Cloud Platform (GCP) services (e.g., Cloud Storage, Cloud Functions, BigQuery, Pub/Sub, Vertex AI) to support CCAI deployments. Develop detailed architecture diagrams, technical specifications, and design documents. Ensure solutions are scalable, secure, reliable, cost-effective, and adhere to industry best practices and compliance standards. Conduct technical feasibility studies and Proof-of-Concepts (POCs) to validate architectural approaches. Stay abreast of the latest Google CCAI developments, Generative AI capabilities (including Vertex AI Conversation), and overall contact center AI trends. Project Delivery & Leadership (approx. 50%): Lead and manage the full lifecycle of CCAI projects from initiation to deployment and post-implementation support. Develop detailed project plans, scope definitions, timelines, resource allocation, and budget estimates. Act as the primary technical point of contact for clients and internal stakeholders, ensuring clear communication and expectation management. Oversee and mentor development teams (engineers, NLU specialists, QA) throughout the project lifecycle, ensuring adherence to architectural designs and quality standards. Proactively identify and mitigate project risks, resolving technical and operational roadblocks. Implement Agile methodologies (Scrum/Kanban) to ensure efficient and iterative development cycles. Define and oversee testing strategies, including unit, integration, user acceptance, and performance testing for conversational AI solutions. Collaborate with business analysts, product owners, and operations teams to ensure seamless solution adoption and measurable business impact. Provide expert guidance and troubleshooting support for complex technical issues. Required Qualifications Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field. 15+ years of progressive experience in software development, solution architecture, or technical consulting roles. 3-5+ years of hands-on experience designing and delivering Google CCAI solutions, with significant expertise in both CCAI Agent Assist and Dialogflow (ES/CX). Deep understanding of Natural Language Understanding (NLU), Natural Language Generation (NLG), and conversational AI principles. Proven experience integrating Dialogflow solutions with various channels (e.g., Genesys, Twilio, Google Contact Center AI Partner Integrations). Strong proficiency in at least one programming language (e.g., Python, Node.js, Java) for custom integrations and fulfillment logic. Extensive experience with Google Cloud Platform (GCP) services, particularly those relevant to AI/ML and data pipelines. Demonstrated experience leading complex, cross-functional technical projects from concept to completion. Excellent communication, presentation, and interpersonal skills with the ability to articulate complex technical concepts to non-technical stakeholders. Strong analytical, problem-solving, and decision-making abilities. Preferred Qualifications Master's degree in a relevant field. Google Cloud Professional Cloud Architect or Machine Learning Engineer certification. Experience with other Google AI services (e.g., Text-to-Speech, Speech-to-Text, Vertex AI). Familiarity with other contact center technologies and CRM platforms (e.g., Salesforce Service Cloud, Zendesk). Experience with pre-sales activities, including solutioning, effort estimation, and presenting to clients. Understanding of IT security, data privacy (e.g., GDPR, CCPA), and compliance best practices in a contact center context. Experience working in an Agile/Scrum environment.

Job Summary: We are seeking an experienced and highly motivated Delivery Lead to spearhead the successful implementation of Google Contact Center AI (CCAI) solutions, with a strong emphasis on CCAI Agent Assist and Dialogflow (ES/CX) . This role is critical in bridging the gap between solution design and technical execution. The Delivery Lead will be responsible for leading project teams, managing client relationships, and ensuring the on-time, on-budget, and high-quality delivery of complex conversational AI and agent augmentation projects. You will act as the primary point of contact for project stakeholders, proactively identifying and mitigating risks, and ensuring that strategic objectives are met through technical excellence. Key Responsibilities Project Leadership & Management (60%): Lead the full lifecycle of CCAI projects from initiation and planning through execution, monitoring, control, and closure. Develop and manage comprehensive project plans, including scope definition, detailed timelines, resource allocation, and budget tracking. Serve as the primary client contact for project delivery, establishing strong relationships, managing expectations, and providing regular progress updates. Lead and motivate diverse project teams (Solution Architects, NLU Specialists, Engineers, QA Analysts), fostering a collaborative and high-performing environment. Proactively identify, assess, and mitigate project risks and issues, implementing contingency plans to ensure successful outcomes. Manage project scope changes effectively, ensuring proper documentation and communication to all stakeholders. Conduct regular internal and external project review meetings, preparing and presenting status reports to senior management and clients. Ensure projects adhere to defined quality standards, best practices, and governance frameworks (e.g., Agile/Scrum). Technical Oversight & Quality Assurance (30%): Understand and validate the technical solution architecture for CCAI Agent Assist and Dialogflow, ensuring it aligns with client requirements and business objectives. Provide technical guidance and oversight to the engineering and development teams, ensuring adherence to design specifications and best practices for NLU and conversational AI. Specifically oversee the implementation of Dialogflow agents (intents, entities, flows, fulfillment logic) and CCAI Agent Assist features (real-time knowledge base integration, smart reply suggestions, sentiment analysis, script nudges). Ensure seamless integration of CCAI solutions with existing contact center platforms (e.g., Genesys, Twilio, Salesforce Service Cloud, Zendesk) and enterprise systems. Work closely with QA to define comprehensive testing strategies (unit, integration, UAT, performance) for conversational AI flows and agent assistance capabilities. Facilitate technical problem-solving during project execution, collaborating with architects and engineers to overcome complex challenges. Ensure solutions are built for scalability, security, reliability, and maintainability. Stakeholder Management & Communication (10%): Translate technical concepts and project updates into clear, concise language for non-technical stakeholders and business leadership. Negotiate and resolve conflicts effectively, maintaining positive client relationships. Collaborate with pre-sales teams to refine project scope and estimates during the planning phase. Facilitate knowledge transfer and training for client teams post-deployment, ensuring successful adoption and ongoing support. Required Qualifications Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. 12+ years of experience in technical project management, delivery leadership, or a similar client-facing role. 3-5+ years of demonstrable experience leading the delivery of Google Cloud-based AI solutions, with specific hands-on project experience involving: Google CCAI Agent Assist (critical) Google Dialogflow (ES and/or CX) (critical) Strong understanding of conversational AI principles, NLU, and contact center operations. Proven experience managing complex projects with cross-functional technical teams. Familiarity with core Google Cloud Platform (GCP) services relevant to AI deployments (e.g., Cloud Functions, BigQuery, Pub/Sub). Experience with Agile/Scrum methodologies and tools (e.g., Jira, Confluence). Exceptional leadership, communication, interpersonal, and presentation skills (both written and verbal). Strong analytical, problem-solving, and negotiation abilities. Proven ability to manage multiple projects concurrently and adapt to changing priorities. Preferred Qualifications Master's degree or PMP/Agile certification (CSM, PMI-ACP). Google Cloud Certification (e.g., Professional Cloud Architect, Professional Collaboration Engineer). Hands-on experience with contact center platforms beyond CCAI (e.g., Genesys, Avaya, Cisco, Five9). Experience with other Google AI services (e.g., Speech-to-Text, Text-to-Speech, Vertex AI, Gemini models) and understanding of their integration potential. Technical background in software development (e.g., Python, Node.js) to understand implementation complexities. Experience in pre-sales activities, including solution scoping and effort estimation. Understanding of data privacy and security best practices in a contact center environment.

Job Summary: We are seeking a highly skilled and experienced Solution Architect & Delivery Lead to join our dynamic team. This pivotal role will be responsible for defining the technical vision, designing robust solutions, and leading the end-to-end delivery of Google Contact Center AI (CCAI) initiatives, with a primary focus on CCAI Agent Assist and Dialogflow CX . The ideal candidate possesses deep hands-on expertise in conversational AI and contact center technologies, combined with proven leadership skills to guide project teams, manage stakeholders, and ensure successful, on-time, and within-budget project delivery. You will bridge the gap between business requirements and technical implementation, translating complex needs into actionable solution architectures and overseeing their execution from concept to deployment. Key Responsibilities Solution Architecture & Design (approx. 50%): Lead discovery sessions to gather and analyze complex business requirements, translating them into comprehensive Solution Design Document and architectural designs for CCAI Agent Assist and Dialogflow solutions. Design end-to-end conversational flows, intent identification, entity extraction, and fulfillment logic using Dialogflow ES/CX for both voice and chat applications. Architect and implement CCAI Agent Assist features, including real-time sentiment analysis, knowledge base integration, smart reply suggestions, and script nudges. Define integration strategies for CCAI solutions with existing contact center platforms (e.g., Salesforce, Zendesk, Genesys, Avaya), CRM systems, backend APIs, and data sources. Evaluate and recommend appropriate Google Cloud Platform (GCP) services (e.g., Cloud Storage, Cloud Functions, BigQuery, Pub/Sub, Vertex AI) to support CCAI deployments. Develop detailed architecture diagrams, technical specifications, and design documents. Ensure solutions are scalable, secure, reliable, cost-effective, and adhere to industry best practices and compliance standards. Conduct technical feasibility studies and Proof-of-Concepts (POCs) to validate architectural approaches. Stay abreast of the latest Google CCAI developments, Generative AI capabilities (including Vertex AI Conversation), and overall contact center AI trends. Project Delivery & Leadership (approx. 50%): Lead and manage the full lifecycle of CCAI projects from initiation to deployment and post-implementation support. Develop detailed project plans, scope definitions, timelines, resource allocation, and budget estimates. Act as the primary technical point of contact for clients and internal stakeholders, ensuring clear communication and expectation management. Oversee and mentor development teams (engineers, NLU specialists, QA) throughout the project lifecycle, ensuring adherence to architectural designs and quality standards. Proactively identify and mitigate project risks, resolving technical and operational roadblocks. Implement Agile methodologies (Scrum/Kanban) to ensure efficient and iterative development cycles. Define and oversee testing strategies, including unit, integration, user acceptance, and performance testing for conversational AI solutions. Collaborate with business analysts, product owners, and operations teams to ensure seamless solution adoption and measurable business impact. Provide expert guidance and troubleshooting support for complex technical issues. Required Qualifications Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field. 15+ years of progressive experience in software development, solution architecture, or technical consulting roles. 3-5+ years of hands-on experience designing and delivering Google CCAI solutions, with significant expertise in both CCAI Agent Assist and Dialogflow (ES/CX). Deep understanding of Natural Language Understanding (NLU), Natural Language Generation (NLG), and conversational AI principles. Proven experience integrating Dialogflow solutions with various channels (e.g., Genesys, Twilio, Google Contact Center AI Partner Integrations). Strong proficiency in at least one programming language (e.g., Python, Node.js, Java) for custom integrations and fulfillment logic. Extensive experience with Google Cloud Platform (GCP) services, particularly those relevant to AI/ML and data pipelines. Demonstrated experience leading complex, cross-functional technical projects from concept to completion. Excellent communication, presentation, and interpersonal skills with the ability to articulate complex technical concepts to non-technical stakeholders. Strong analytical, problem-solving, and decision-making abilities. Preferred Qualifications Master's degree in a relevant field. Google Cloud Professional Cloud Architect or Machine Learning Engineer certification. Experience with other Google AI services (e.g., Text-to-Speech, Speech-to-Text, Vertex AI). Familiarity with other contact center technologies and CRM platforms (e.g., Salesforce Service Cloud, Zendesk). Experience with pre-sales activities, including solutioning, effort estimation, and presenting to clients. Understanding of IT security, data privacy (e.g., GDPR, CCPA), and compliance best practices in a contact center context. Experience working in an Agile/Scrum environment.

The Sr. P2P PE understands the full scope and has thorough knowledge of the Procure to Pay process, from Vendor onboarding and PO creation to invoice processing and payments The role requires a proven track record in process implementation, Purchase to Pay system functionalities and efficiency improvement In this role, the candidate will be continuously looking for ways to improve the current processes by involving the various P2P teams and asking critical questions A critical mindset, ability to multi-task and clear communication with different stakeholders is crucial The role will also include responsibility for training documentation and audit related responsibilities Key Responsibilities: Driving improvements for complex Procure To Payment (PTP) processes and identifying gaps and opportunities to optimize the current process Designing and executing targeted solutions to resolve identified problems, improving process efficiency and accuracy Executing root cause analysis to identify mismatched data, incompatible data formats, or differences in data between SAP and the external system Evaluating the impact of the gap on the multiple ledgers of the financial system Ensuring data accuracy, completeness, conversion, migration, and validation Collaborating closely with regional AP team, cross-functional teams including business, FinTech, etc. Analyzing P2P processes to identify inefficiencies, data discrepancies, and integration issues affecting business operations Reporting of anomalies identified during the integration between SAP and other tools System Functionality, training on the process to (new) colleagues Ensuring compliance and control adherence as company policies Participate in global (cross functional) projects and support in UAT (design/test scope definition) Set and Monitor KPIs for the team Draft and execute processes to enhance the processing teams performance Eg - Quality Checks, Productivity Analysis, etc Performing complex vendor/GRIR reconciliation and ensuring timely resolution of discrepancies Raising tickets or taking action on tickets (SNOW/Zendesk ) Work with Financial Systems product teams to design and embed their technical products into existing scalable operations while understanding how this impacts other departments, SOX & compliance Support PTP manager in achieving departmental priorities through projects controls and related initiatives Identify, design, initiate and drive changes for Purchase-to-Pay authorization, define and drive elimination of PTP SOD issues (GRC). Required Skills: Minimum 7+ years in PTP and a proven track record of Improving operational processes through standardization and/or automation Expert skills in Power BI or Tableau [Mandate] , SQL , Click View, data visualization Certifications in SAP FICO Module (preferred) Certification in Lean Six Sigma (preferred) Thorough knowledge of SAP HANA + FI + MM + VIM or Ivalua [Mandate] Thorough knowledge of SAP (S4H) system in FI and MM module, level - advanced user with understandings of SAP posting standards/rules/elements Knowledge of SAP authorization model/structure / GRC and SOD . Excellent communication skills Excellent Ms Office/Google workspace exposure with strong MS Excel/GoogleSheets knowledge Excellent accounting knowledge Thorough experience managing and improving integration performance (eg between SAP VIM and Ivalua) Experience in KPI system building/data analysis Audit/risk experience (preferred) Structure way of thinking and strong presenting skills Ability to work independently, self-motivated and disciplined Solid understanding of and experience with process audits