13 Call Routing Jobs

Role & responsibilities As a Genesys Cloud Developer - Delivery & Release, you will be responsible for designing, developing, and implementing Genesys Cloud solutions. You will work closely with client IT & Product Leadership team to analyze business requirements and ensure that the Genesys Cloud platform is fully integrated & utilized to the best. You will also be responsible for the deployment and release management of Genesys Cloud solutions. Role •Receives story assignments for build work and change requests •Participates in story pointing during sprint planning •Tests all items build in the dev org •Completes peer review for work done by other developers in dev org •Forms PR to test environment and requests PR approval •Responds to defects even if the work was completed by another team member Business acumen •Ability to understand how the things we build impact the front-line agents and the operations •Ability to explain how each built would benefit or change a business process •Connecting the technical delivery to the business concepts and goals •Ability to hear out numerous stakeholders with conflicting requirements and provide recommendations on a balanced solution to go forward •Ability to translate IT and technical terminology into business language Technical skills •2+ years working with Genesys Cloud objects and Architect flows

Location : Bestech Towers (Sector 66-Mohali) Position : System Engineer- Amazon connect Experience : 3 years Position Overview : We are looking for a highly motivated and enthusiastic individual for the role of System Engineer for our US clients infrastructure management. The Engineers provide frontline support for incident resolution, ticket triage, call routing issues, IVR updates, and MACD (Move, Add, Change, Delete) tasks. Operating in a 24x7 environment, they ensure seamless service operations and user support. Required skills: • Monitor and manage Amazon Connect environments for performance issues, alerts, and service degradations. • Handle ticket triage, initial troubleshooting, and resolution of standard incidents. • Manage IVR updates, call routing configurations, and number provisioning to optimize contact flows. • Execute MACD tasks, including user provisioning, permission management, and skill group adjustments. • Escalate complex issues to the NOC Lead (L3 Engineer) or Cloud & Security Engineer when necessary. • Provide real-time support to resolve technical and operational challenges efficiently. • Maintain and update knowledge base documentation, SOPs, and best practices. • Collaborate with automation teams to streamline routine operational tasks. • Technical support, contact center operations, or IT service management. • Understanding of Amazon Connect, call flows, IVR systems, and cloud telephony fundamentals. • Familiarity with ITIL processes, ticketing tools (ServiceNow, Jira, Zendesk), and incident management workflows. • Basic knowledge of VoIP, SIP protocols, and network troubleshooting. Education and/or Experience: • Any Technical qualifications (BCA, B.Tech, B.Sc.-IT). • AWS or ITIL certifications are advantageous. Client Service: • Provide outstanding client service, responding promptly and professionally across communication channels. • Cultivate and maintain long-term client relationships, emphasizing exceptional service and understanding of client needs. Shift timing and working hours: • Night shifts and Rotational shifts • 5 Days working in a week

Role & responsibilities Design and develop end-to-end contact center solutions using Salesforce and Amazon Connect. Collaborate with business stakeholders to understand their contact center requirements and translate them into technical solutions. Lead the architecture and design of complex contact center systems, ensuring they meet business needs and align with industry best practices. Provide technical leadership and guidance to development teams throughout the project lifecycle. Ensure the scalability, security, and performance of contact center solutions. Stay updated with the latest trends and technologies in Salesforce, Amazon Connect and contact center solutions Preferred candidate profile Extensive experience with Salesforce and Amazon Connect. Strong understanding of cloud computing, data integration, and API management. Proven experience in using Agile approach for development with frequent sprints for business benefits realization. Experience in leading the design and/or development of solutions with a virtual team in remote locations. Strong appreciation and proven achievement in selecting appropriate tools for platform delivery. Proficiency in Salesforce development and customization (Apex, Visualforce, Lightning Components). Expertise in Amazon Connect configuration and integration. Expertise in configuring and maintaining Amazon Connect contact center environments. Experience to Develop and implement call flows, routing strategies, and IVR configurations. Handson in development and implementation of call flows, routing strategies, and IVR configurations. Integrate Amazon Connect with AWS services such as Lambda, RDS, DynamoDB, S3, Polly, CloudWatch, Lex, GenAI services like Bedrock , Sage maker etc.. Troubleshoot and resolve issues related to Amazon Connect, telephony, and system integrations. Can assist in scripting and automation to improve system efficiency. Work with business stakeholders to understand requirements and deliver technical solutions. Familiarity with and enthusiasm for DevOps, CI/CD, and SRE best practices Familiarity with API management and development (REST, SOAP, GraphQL). Excellent communication and presentation skills, able to engage conversations at all levels of senior management

Hi We are hiring for the ITES Company for Transformation Project Manager (Contact Center) Role. Overview The Transformation Project Manager leads cross-functional initiatives aimed at driving process improvements and operational efficiency across sourcing, procurement, and supply chain domains. This role involves end-to-end project management. It includes the implementation of Conversational AI, automation, and client-partnered CCaaS or hyperscaler solutions. With transition management experience, the role ensures on-time project execution, proactive risk management, and high client satisfaction. It involves driving cross-functional collaboration, engaging with senior global stakeholders (including CXOs), managing diverse project teams, and delivering committed business outcomes. Key Skills : a) More than 15+ years of overall experience and at least 7 years of managerial experience b) Good to have : Black Belt, Agile, Risk management certifications, IT skills c) Must have lead a team size of 20-30 people d) Any Graduate To Apply, WhatsApp 'Hi' @ 9151555419 Follow the Steps Below: >Click on Start option to Apply and fill the details >Select the location as Other ( to get multiple location option ) a)To Apply for above Job Role ( Mumbai) Type : Job Code # 144 Role objective Strong contact center techno functional resource or transition manager with 15 plus years of experience To program manage Contact center transformation projects with ontime project delivery, proactive risk management, timely communication and high client satisfaction. The scope of contact center transformation projects would involve implementation of Conversational AI and other Automation solutions, supporting and advising on enriching implementation of client partnered CCaaS or Hyperscaler solutions, etc. Will be responsible for delivery of on time committed transformation solutions to the client. Will orchestrate, schedule and facilitate sessions to ensure active collaboration between client and partner organizations for implementation of the committed solutions. Own and ensure delivery of the transformation business case and schedule committed to the clients. Effective project status and stakeholders communications Overseeing and managing the project transformation teams delivery and performance which would include functional and technology experts. Skills and experience requirements Expectations Deep understanding of contact center operations and metrics is preferred. Good interpersonal, presentation, and communication skills. Good PowerPoint skills and project management skills is a must. Should be able to communicate with the CXO level stakeholders. Global client management experience at the senior stakeholder level is a must. Should have handled or managed multiple contact center transformation projects implementation Well versed with project management techniques and reporting PMP or Prince certification preferred. Expertise in Agile methodology would be preferred Lean Six Sigma expertise would be an advantage Contact Center Technology & Know-how of industry renowned cognitive solution platforms is preferred. Should be able to orchestrate recommend technology solutions implementation and work with partners to get the technology solutions delivered. Experience of managing diverse teams with domain and techno functional skills. Experience in governance of solution delivery with various solution teams on quality, timelines, scope, expected outcomes Desired Qualifications And certifications An engineering Graduate and or an MBA PMP or Prince certification Certification across next gen platforms such as Gen AI, Chat bots, AI/ML, Cloud or blockchain, etc. Lean Six Sigma Black belt certification Design Thinking, Safe agile certification, PMP or Prince 2 will be an advantage

Job Description About Teldrip: Teldrip is an advanced call tracking and Pay-Per-Call management platform designed to enhance lead management, call routing, and campaign performance. It enables Brokers, Advertisers, and Publishers to track, analyse, and optimize call-based marketing campaigns. We are looking for a dynamic Business Development Manager (BDM) with experience in SaaS sales, call tracking solutions, or the Pay-Per-Call industry to drive growth, acquire new clients, and expand our market reach. Location - Gurgaon, Haryana Key Responsibilities: Identify and target potential clients (Brokers, Advertisers, Publishers) in the Pay-Per-Call industry. Develop outbound sales strategies using LinkedIn, cold calling, and networking. Conduct product demos and explain Teldrips call tracking and routing features. Build and maintain long-term relationships with clients and partners. Understand customer pain points and position Teldrips solutions effectively. Handle negotiations, contract closures, and ensure client satisfaction. Stay updated on trends in call tracking, Pay-Per-Call marketing, and performance marketing. Analyze competitor products and identify unique selling points of Teldrip. Provide feedback to the product team for feature enhancements. Drive revenue growth through subscription sales, upselling, and partnerships. Meet and exceed monthly and quarterly sales targets. Collaborate with the marketing team to refine sales messaging and strategies. Required Skills & Experience: Industry Expertise 5+ years in B2B SaaS sales / Pay-Per-Call / Call tracking industry. Experience selling call tracking, lead generation, or MarTech platforms is a plus. Strong understanding of performance marketing, VoIP, and call attribution models. Sales & Business Development Proven track record of hunting & closing deals in a SaaS environment. Experience in solution-based selling, lead nurturing, and account management. Ability to develop customized proposals and pricing strategies. Soft Skills Excellent communication, negotiation, and presentation skills. Self-motivated, results-driven, and comfortable working in a fast-paced SaaS startup. Strong collaboration skills to work with cross-functional teams.

Experience in designing; implementation; optimization; and maintenance of our voice communication systems. The ideal candidate will have extensive experience in VoIP; PBX systems; SIP trunking; and unified communications platforms; along with a deep understanding of both on-premise and cloud-based voice solutions. Experience in voice communications; with a focus on VoIP; PBX; SIP; and Unified Communications technologies. Hands-on experience with industry-leading voice platforms; such as Cisco Unified Communications Manager (CUCM); Avaya; Microsoft Teams; and cloud-based UC solutions. Expertise in troubleshooting voice call routing issues; call quality problems; SIP trunking; and integration with other systems. Strong experience with voice network architecture; including call flows; numbering plans; and voice routing. Solid understanding of network fundamentals (TCP/IP; DNS; DHCP; VLANs) and how they relate to voice and multimedia communications Lead the design; implementation; and management of voice communication systems; including VoIP (Voice over IP); PBX; SIP trunking; and Unified Communications (UC) platforms. Primary skills Experience in designing; implementation; optimization; and maintenance of our voice communication systems. Lead the design; implementation; and management of voice communication systems; including VoIP (Voice over IP); PBX; SIP trunking; and Unified Communications (UC) platforms. Hands-on experience with industry-leading voice platforms; such as Cisco Unified Communications Manager (CUCM); Avaya; Microsoft Teams; and cloud-based UC solutions. Secondary skills Proven ability to manage and support mission-critical voice systems and services with a focus on reliability and performance. Collaborate with cross-functional teams to design and implement solutions that integrate voice systems with other business-critical applications and services.

ROLE PURPOSE & OBJECTIVE Responsible for overseeing the end-to-end management of third-party vendors executing outbound calling functions such as welcome calling and banking product cross-sell. Responsible for performance management, dialer strategy, data optimization, compliance, hiring alignment, invoice validation, and contract governance. Provide expertise in contact center operations, dialer, campaign analytics, and commercial/vendor lifecycle management. Vendor Strategy & Relationship Management Act as the central liaison for all outsourced contact center vendors supporting outbound campaigns. Define SLAs, KPIs, and contractual deliverables; ensure vendor performance meets business targets. Conduct regular vendor reviews and governance meetings to monitor progress, resolve issues, and track continuous improvement. Collaborate with Procurement, Legal, and Compliance teams on onboarding new vendors, due diligence, and vendor lifecycle management Operational Oversight Outbound Campaigns Manage and optimize day-to-day operations across welcome calling and multiple banking product cross-sell programs. Ensure achievement of key performance indicators such as contact %, sales conversion, AHT, and occupancy. Drive calling strategy across different campaigns, based on product priority, lead scoring, and customer segmentation. Align vendor capacities to business volumes, ensuring SLAs are consistently met. Dialer & Calling Strategy Management Own dialer logic and configuration (predictive, progressive, preview) to ensure high efficiency and minimal drop rate. Work with dialer teams to manage retry logic, lead recycling, list loading, and time-band strategy. Analyze dialer metrics to continuously improve campaign performance connect %, RPC (Right Party Connect), and penetration rate Data Management & Campaign Analytics Oversee lead allocation strategy and campaign data flow between internal systems and vendors. Analyze daily, weekly, and monthly campaign performance to identify improvement areas in contact rate, conversion %, and sales funnel movement. Recommend actionable strategies to improve penetration such as better call timing, prioritization models, or targeting rules. Track lead aging, disposition quality, and list utilization metrics to minimize waste and maximize ROI Hiring Alignment & Workforce Planning Align vendor hiring plans with projected campaign requirements and ensure timely resource onboarding. Review hiring profiles, support in joint interviews (where required), and validate skill readiness of vendor staff. Ensure optimal headcount planning and bench readiness at vendor end to avoid performance gaps Invoice Validation & Commercial Management Verify monthly vendor invoices against agreed output KPIs, calling volume, and performance benchmarks. Coordinate with Finance and Vendor SPOCs for timely invoice processing, deductions, and escalations. Maintain accurate documentation of commercials, volume commitments, and rate card terms Contract Management & Compliance Oversee complete vendor contract lifecycle including renewals, amendments, penalty clauses, and exit terms. Ensure 100% adherence to regulatory guidelines (TRAI, RBI, internal audits) and contractual obligations. Maintain documentation of call scripts, campaign approvals, and vendor communication trails for audit readiness.

Dear Candidate, Greetings from Baroda Global Shared Services Limited!! (BGSSL) (A wholly owned subsidiary by Bank Of Baroda) Job responsibilities Role & responsibilities Dialer Operations Management Dialing Strategy and Optimization Campaign Management Compliance and Regulatory Adherence Dialer System Administration Vendor Management Continuous process improvement SIM/SIP Management Desired candidate profile Should have atleast 1-3 years of experience as Dialer in BPO setup Experience in ConVox will be preferable Well-versed SIP line management Well-versed with Campaign management Proactive approach Problem-solving skills Immediate joiner Ready to relocate to Vadodara (GJ) and Work From Office Interested candidates can mail their updated resume to below email IDs: harshavardhan.date@bgss.in & kapil.gautam@bgss.in For any queries, do contact us: 0265 - 2611804 / 06 Job location Baroda Global Shared Services Ltd. 4th Floor, Indra Complex, Near Spandan Circle, Sindhwai Mata Road, Manjalpur, Vadodara (GJ) Regards, HR Team - BGSSL

Manage and configure Oracle SBC (Session Border Controllers) for voice network security. Handle SIP trunking, call routing, and troubleshooting.

Manage Cisco Contact Center solutions, ensuring efficient operation and support for customer service teams. Configure call routing, monitor system performance, and troubleshoot technical issues to enhance customer experience.

Project Role : Application Developer Project Role Description : Design, build and configure applications to meet business process and application requirements. Must have skills : Genesys Cloud CX Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Developer, you will design, build, and configure applications to meet business process and application requirements. A typical day involves collaborating with various teams to understand their needs, developing innovative solutions, and ensuring that applications are aligned with business objectives. You will engage in problem-solving activities, participate in team meetings, and contribute to the overall success of projects by leveraging your expertise in application development. Roles & Responsibilities:- Expected to be an SME.- Collaborate and manage the team to perform.- Responsible for team decisions.- Engage with multiple teams and contribute on key decisions.- Provide solutions to problems for their immediate team and across multiple teams.- Facilitate knowledge sharing sessions to enhance team capabilities.- Monitor project progress and ensure timely delivery of application features. Professional & Technical Skills: - Must To Have Skills: Proficiency in Genesys Cloud CX.- Good To Have Skills: Experience with cloud-based application development.- Must have Genesys Architect & Developer with Data actions & integration experience.- Must have call Flow build experience with Data Tables, Call routing & Data actions in Genesys Experience.- Must have Genesys IVR development experience with Google dialogue or Genesys Flow engine bots.- Must be familiar with Genesys APl's and data.- Must be familiar with Genesys L3 support cases and escalation(s)- Strong understanding of application lifecycle management.- Familiarity with integration techniques for various business applications.- Experience in troubleshooting and optimizing application performance. Additional Information:- Must have 6+ years of working experience in Genesys with a minimum of 1-2 years in Genesys Cloud.- This position is based at our Pune office.- A 15 years full time education is required. Qualification 15 years full time education

Role & responsibilities Configure and troubleshoot SIP trunks, call flows, and routing. Monitor call quality and optimize using QoS metrics (jitter, latency, packet loss). Administer and support telephony platforms like Vicidial or open-source dialers. Manage dial plans, number ranges, hunt groups, IVRs, and call routing configurations. Conduct root cause analysis and resolve L2/L3 voice-related incidents. Coordinate with ISPs, SIP providers, and vendors for provisioning and issue resolution. Maintain technical documentation including call flows, backups, and change logs. Participate in on-call support for telephony-related issues. Preferred candidate profile We are looking for a hands-on VoIP specialist with deep technical expertise in configuring and supporting enterprise telephony systems. The ideal candidate should have strong experience in SIP trunking, call routing, and open-source dialer platforms like Vicidial, along with a solid understanding of networking and troubleshooting complex voice issues.

Job Title: Senior CUCM Engineer (8+ Years Experience) Job Overview: We are seeking a highly skilled and experienced Senior CUCM Engineer with over 8 years of experience in designing, implementing, and maintaining Cisco Unified Communications Manager (CUCM) solutions. This role requires a deep understanding of CUCM environments, VoIP technologies, call routing, and system integration. The ideal candidate will have a strong track record of troubleshooting complex issues, optimizing performance, and providing technical leadership in a large-scale enterprise environment. Key Responsibilities: Design, implement, and maintain Cisco Unified Communications Manager (CUCM) and related voice systems. Configure and manage VoIP solutions, including call routing, dial plans, and device management. Oversee CUCM system updates, patches, and upgrades. Troubleshoot and resolve issues related to voice, video, and messaging systems. Provide technical leadership and mentoring to junior engineers and support teams. Collaborate with other IT teams to integrate CUCM with other enterprise systems such as Active Directory, Exchange, and CRM platforms. Ensure high availability and disaster recovery capabilities for CUCM and other Unified Communications systems. Document system configurations, procedures, and network topologies. Analyze and optimize the performance of the CUCM environment. Provide expert-level support for troubleshooting complex network issues involving voice, video, and data. Required Skills and Experience: 8+ years of hands-on experience with Cisco Unified Communications Manager (CUCM), including advanced configuration, troubleshooting, and support. Strong knowledge of VoIP technologies and protocols (SIP, H.323, MGCP, RTP). Experience with Cisco IP Phones, gateways, and other voice/video devices. In-depth knowledge of CUCM administration, including call routing, dial plans, call processing, and QoS (Quality of Service). Familiarity with Cisco Unity Connection, Cisco Emergency Responder (CER), and other Cisco UC applications. Proficiency in integrating CUCM with other communication platforms (email, voicemail, instant messaging, etc.). Strong troubleshooting skills in a multi-site and multi-vendor environment. CCNA Collaboration or CCNP Collaboration certification is preferred. Excellent communication and problem-solving skills. Desired Qualifications: Bachelor’s degree in Computer Science, Information Technology, or related field. Experience with Cisco WebEx and other collaboration tools. Familiarity with Cisco Expressway and Jabber solutions.