Contact Center

3 days ago


Hyderabad Kolkata Pune, India IDESLABS PRIVATE LIMITED Full time ₹ 15,00,000 - ₹ 25,00,000 per year

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


  • Hyderabad, India Ferty9 Fertility Center Full time

    Department: Contact CenterLocation: SecunderabadReports To: Head of Contact CenterIndustry: HealthcareExperience Required: 6+ YearsCompensation: ₹10 – 12 Lakhs Per Annum (Based on relevant experience)Position SummaryWe are seeking a highly experienced and results-oriented Assistant Manager – Call Center Sales to support and lead a high-performing sales...


  • Hyderabad, India Intellectt Inc Full time

    Job Summary:We are seeking an experienced AWS Contact Center Architect with strong expertise in Amazon Connect and cloud technologies. The ideal candidate will design, implement, and optimize cloud-based contact center solutions for enterprise clients, leveraging AWS services and telephony protocols to deliver scalable and efficient customer engagement...


  • Hyderabad, India Intellectt Inc Full time

    Job Summary:We are seeking an experienced AWS Contact Center Architect with strong expertise in Amazon Connect and cloud technologies. The ideal candidate will design, implement, and optimize cloud-based contact center solutions for enterprise clients, leveraging AWS services and telephony protocols to deliver scalable and efficient customer engagement...


  • hyderabad, India Intellectt Inc Full time

    Job Summary: We are seeking an experienced AWS Contact Center Architect with strong expertise in Amazon Connect and cloud technologies. The ideal candidate will design, implement, and optimize cloud-based contact center solutions for enterprise clients, leveraging AWS services and telephony protocols to deliver scalable and efficient customer engagement...


  • Hyderabad, India Intellectt Inc Full time

    Job Summary: We are seeking an experienced AWS Contact Center Architect with strong expertise in Amazon Connect and cloud technologies. The ideal candidate will design, implement, and optimize cloud-based contact center solutions for enterprise clients, leveraging AWS services and telephony protocols to deliver scalable and efficient customer engagement...


  • Hyderabad, India Intellectt Inc Full time

    Job Summary:We are seeking an experienced AWS Contact Center Architect with strong expertise in Amazon Connect and cloud technologies. The ideal candidate will design, implement, and optimize cloud-based contact center solutions for enterprise clients, leveraging AWS services and telephony protocols to deliver scalable and efficient customer engagement...


  • Hyderabad, India Intellectt Inc Full time

    Job Summary: We are seeking an experienced AWS Contact Center Architect with strong expertise in Amazon Connect and cloud technologies. The ideal candidate will design, implement, and optimize cloud-based contact center solutions for enterprise clients, leveraging AWS services and telephony protocols to deliver scalable and efficient customer engagement...


  • Hyderabad, Telangana, India Intellectt Inc Full time

    Description : Job Summary : We are seeking an experienced AWS Contact Center Architect with strong expertise in Amazon Connect and cloud technologies. The ideal candidate will design, implement, and optimize cloud-based contact center solutions for enterprise clients, leveraging AWS services and telephony protocols to deliver scalable and...


  • Hyderabad, Telangana, India Intellectt Inc Full time ₹ 15,00,000 - ₹ 25,00,000 per year

    Job Summary:We are seeking an experiencedAWS Contact Center Architectwith strong expertise inAmazon Connectand cloud technologies. The ideal candidate will design, implement, and optimizecloud-based contact center solutionsfor enterprise clients, leveraging AWS services and telephony protocols to deliver scalable and efficient customer engagement...


  • Hyderabad, Telangana, India Ascensus Full time

    At Ascensus, technology is more than just a solution. It powers the business that helps millions of people save for what matters—retirement, education, and healthcare. Our technology experts tackle exciting challenges in collaborative teams, but work in an environment where individual and career development is always valued. Technology associates leverage...