
Contact Center
4 days ago
Good Experience in Contact Center
Contact Center BA/SME (Genesys knowledge preferred)
Main Responsibilities
- Responsible for working with business/product owner and gathering requirements
- Define HOOs, Skills, IVR prompts, priorities and other configuration details
- Define requirements around WFM and QM
- Consolidate and simplify IVR flows by optimizing flows
- Define best practices for prompts for chat and self-service
- Creating stories and sub tasks in Jira, attach documentation to stories
- Obtain approvals from product owners in timely manner
- Work with offshore developers and get requirements built
- Conduct workshops and present demos of work completed, gather feedback and update stories
- Work with SMEs and architects to document dependencies
- Work closely with the internal teams to understand current needs, identify the desired process models and solution architecture
- Lead, facilitate and provide business expertise
- Contribute to project plans, to obtain approval for detailed plans and resource estimates
- Present weekly status reports to leadership
Must Have:
- 5+ years of experience in leading CCaaS platform such as Genesys , NICE or Avaya
- 2+ years of extensive hands-on experience on WFM, Reports, Dashboards, Contact center SLAs
- Knowledge of Jira and Scrum
- Must have overview of integrations such as I/P output parameters, real time/batch integrations etc. Good understanding of SDLC
- Nice to have o Hands on development experience on any leading contact center platform
-
Contact Center Administration Engineer
2 weeks ago
Pune, India Wipro Full timeKey ActivitiesSupport Team Management:o Lead daily activities for UCCE Central Controllers, Peripheral Gateways, CVP servers, Finesse, CUIC , voice gateways and associated infrastructureo Coordinate with L1/NOC teams to validate SLAs, escalations, and shift handovers Incident & Problem Resolution:o Address all incidents; perform root-cause analysis and...
-
Contact Center Analyst
3 weeks ago
Pune, Maharashtra, India Cummins Full timeDESCRIPTIONGPP Database Link https cummins365 sharepoint com sites CS38534 Job Summary Provides data and analysis of Customer Support activities performance and issues for Customer Support Supervisors and Managers Key Responsibilities As a member of the Contact Center team provides data and analysis of activities performance and issues for...
-
Genesys Contact Center Engineer
2 weeks ago
Hyderabad, Telangana, India Innova Solutions Full time ₹ 6,00,000 - ₹ 18,00,000 per yearGenesys Contact Center EngrPermanentHyd/ChennaiKey Responsibilities:As a key member of the Enterprise Contact Center team, you will be responsible for ensuring the seamless operation and performance of the Genesys Cloud CX platform and its integrations with CRM systems and analytics applications. Your role will involve:Technical Troubleshooting:Diagnose and...
-
Genesys Contact Center Engineer
2 weeks ago
Hyderabad, India Innova Solutions Full timeGenesys Contact Center Engr Permanent Hyd/Chennai Key Responsibilities: As a key member of the Enterprise Contact Center team, you will be responsible for ensuring the seamless operation and performance of the Genesys Cloud CX platform and its integrations with CRM systems and analytics applications. Your role will involve: Technical Troubleshooting:Diagnose...
-
CRM & Contact Center Architect
2 weeks ago
Pune, India Multicloud4U® Technologies Full timeJob role : CRM & Contact Center : : 4 -5 yearsAre you the CRM & Contact Center Architect the Banking World Needs? We are seeking a seasoned Solution Architect who thrives at the intersection of technology, customer experience, and regulatory compliance within the banking and financial services sector.This is your opportunity to design cutting-edge,...
-
Assistant Contact Center
2 weeks ago
Hyderabad, India Apollo Telehealth Full timeJob Description Apollo Tele health Services is looking for Assistant Contact Center to join our dynamic team and embark on a rewarding career journey Responsibilities: Patient Assistance: - Assist patients with activities of daily living, including bathing, dressing, grooming, toileting, and mobility, while promoting independence and preserving...
-
Urgent Contact Center Agent
3 weeks ago
Pune, Maharashtra, India Cummins Full timeDESCRIPTIONGPP Database Link https cummins365 sharepoint com sites CS38534 Job Summary Provides data and analysis of Customer Support activities performance and issues for Customer Support Supervisors and Managers Key Responsibilities As a member of the Contact Center team provides data and analysis of activities performance and issues for...
-
Zensar Technologies
2 weeks ago
Pune, India Zensar Technologies Full timeJob Overview :Zensar is seeking a seasoned Voice and Contact Center Engineer with deep expertise in Cisco Webex Contact Center Enterprise (WxCCE) and Visual IVR platforms. In this role, you will design, develop, and support IVR solutions for Service Desk, BPO, and Service Operations environments. Experience with Cisco Voice Portal (CVP) and integration with...
-
Amazon Connect Contact Center Associate Engineer
3 weeks ago
Pune, Maharashtra, India IOWeb3 Technologies Full timeRole Amazon Connect Contact Center Associate/EngineerOnsite Pan India Locations.IOWeb3 Technologies.Immediate Joiners IOWeb3 Technologies :IOWeb3 Technologies is a leading software development company dedicated to crafting exceptional customer experiences and delivering cutting-edge digital solutions.With expertise in product engineering, UI/UX design,...
-
Amazon Connect Contact Center Associate/Engineer
3 weeks ago
Hyderabad, Telangana, India Weekday AI Full timeThis role is for one of Weekday's clientsSalary range: Rs 480000 - Rs 1500000 (ie INR 4.8-15 LPA)Min Experience: 3 yearsLocation: HyderabadJobType: full-timeRequirementsAbout the Role:We are actively seeking talented Amazon Connect Contact Center Associates/Engineers at various experience levels for one of our esteemed multinational clients. If you have a...