Technologist III-SUPPORT SERVICES-Applications-CTB
3 weeks ago
Job Description Job Title: Senior Technologist - Contact Center Solutions (Genesys Dialer Specialist) Location: Mumbai, India Grade: M6 Job Family: Technologist (IC) Role Overview: We are seeking an experienced Contact Center Technology Specialist to lead the design, implementation, and optimization of dialer systems and digital transformation initiatives. The role involves setting up and managing Genesys Voice Platform and related technologies for our customer support operations, ensuring seamless integration, scalability, and compliance. Key Responsibilities: - Dialer System Implementation: Design, configure, and deploy Genesys dialer solutions for outbound and inbound contact center operations. - Migration & Upgrades: Lead migration from legacy platforms (Aspect, Tata Smart Flow) to Genesys Voice Platform manage upgrades for Cisco, Ameyo, and other dialer systems. - Project Management: Define scope, prepare BRD/FRD, and lead SIT/UAT for contact center technology projects. - Integration: Work on integrations with CRM (SFDC), WFM (NICE), and third-party applications ensure data flow and compliance. - Performance Optimization: Implement speech analytics (Nexidia), IVR automation, and dialer methodologies to improve efficiency and reduce call handling time. - Stakeholder Engagement: Collaborate with business teams, IT, and vendors to deliver cost-optimized and scalable solutions. - Compliance & Documentation: Ensure adherence to regulatory guidelines prepare audit documentation and IRDA compliance reports. Required Skills & Experience: - Experience: 10+ years in contact center technology, dialer management, and digital transformation. - Technical Expertise: Genesys Voice Platform, Cisco Dialer, Ameyo, NICE WFM, Sprinklr, Nuance Voice Biometrics. - Project Delivery: Proven track record in end-to-end project management, migration, and integration. - Domain Knowledge: Banking, Insurance, and Contact Center operations. - Tools: BRD/FRD documentation, SIT/UAT testing, load testing. - Soft Skills: Strong stakeholder management, problem-solving, and process improvement capabilities. Preferred Qualifications: - Experience in implementing Genesys Dialer for large-scale VRM setups. - Knowledge of speech analytics and AI-driven contact center solutions. - Familiarity with regulatory compliance in BFSI sector.
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Hyderabad, Telangana, India Kotak Mahindra Bank Full time ₹ 12,00,000 - ₹ 24,00,000 per yearDescriptionJob Name – (Support Services-Applications-CTB): Team Member - BSG Job Title: (Job Name) – Team Member – BSGBusiness Unit: Support Services-Applications-CTBLocation of role: MumbaiRole Type: Team MemberNo of direct reportees: 0Travel Required: Light Job PurposeApplication monitoring & Support Understanding business requirements...
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Hyderabad, Telangana, India Kotak Mahindra Bank Full timeJob Category KMBL Degree Level Bachelor s Degree Job Name - Support Services-Applications-CTB Team Member - BSG Job Title Job Name - Team Member - BSG Business Unit Support Services-Applications-CTB Location of role Mumbai Role Type Team Member No of direct reportees 0 Travel Required Light Job Purpose Application monitoring Support Understanding business...
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2 days ago
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Hyderabad, India Tata Consultancy Services Full timeIncident Management - Acknowledge incidents, resolve known, documented incidents, and escalate to appropriate teams2 Defect Management - Analysis and resolution of defects assigned. Engage RTB/FTE/CTB/Vendor/Upstream teams as required for distribution of defects3 Vendor Product Changes/Upgrades - work with CTB, TIS & Vendor teams for planning & implementing...
