Date: 30 May 2025 Location: HR, IN, 122009 Company: firstsourc Company Profile Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Process Mining – DE / DS KEY PERFORMANCE INDICATORS: Assessment & Responsibilities Experience in Data Connection, extraction from different systems including both clouds based and On-Premises systems (e.g. Azure, Oracle, SAP, BMC, SNOW, Salesforce etc.) and transformation & loading into the process mining tool. Support validation of data (counts, values between source systems and process mining tool). Understanding of process insights by creating KPIs and actions, identify process inefficiencies, and understand the root causes. Experience / basic knowledge working with ERP and other similar systems (e.g. Azure, Oracle, SAP, BMC) & understanding of basic data structure, reports, formats etc. from multiple source systems. Develop workflows to monitor processes, detect anomalies and turn those insights into real-time automated preventive or corrective actions using Action-engine, Action-flows and other capabilities (desired). Understanding of data modelling, data structure, reports, formats etc. from multiple source systems. Process mapping and identifying nonvalue add steps to create lean and agile processes. Basic knowledge on ERP processes like, HLS / FNA/ /Banking / E&U / HRO etc. Work alongside both technical and non-technical stakeholders to understand business challenges to help design process mining initiatives and prioritize the requests. Critical thinking and creative problem-solving skills, as well as the ability to apply theoretical concepts and best practices to solve business problems. Basic understanding of IT application lifecycle and methods. Able to visualize & create dashboards on KPIs in line with client expectations. Required Technical Skills 3 to 5 years of experience with analysis, ETL, Data Engineering, etc platforms. Experience with ETL / ELT and BI tools (e.g., Tableau, Power BI etc.) Experience in SQL / PQL scripting & knowledge of data mining, should apply complex queries to build the transformation e.g. Joins, union, windows f(x) etc. Knowledge of process improvement techniques / tools and Process Mining / Analytics. Good knowledge of Python Scripting should be knowing about (Numpy, Pandas, Seaborn, Matplotlib, SKLearn etc). Experience in any Process / Task Mining Tool (e.g Celonis, Apromore, Soroco etc). Understanding of enterprise systems (ERP, CRM, etc.) OR CRM/Order Management Systems (Preferably SAP / Oracle / MS Dynamics/ SNOW/ Salesforce / Remedy). Experience in ML modelling via Python or R will be plus. Soft Skills Strong communication and presentation skills & quick learner. Ability to learn new technologies and process improvement techniques. Ability to work in various time zones to support various global rollouts. Education University degree in Computer Science / Information Technology/ Data Scientist Diploma / Certification. ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Date: 30 May 2025 Location: HR, IN, 122009 Company: firstsourc Company Profile: Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Job Title: Assistant Manager - Task Mining Job Summary: We are seeking a skilled and data-driven Task Mining & Process Mining Analyst to join our Digital Transformation or Process Excellence team. The ideal candidate will have hands-on experience with Soroco Scout for task mining, exposure to tools like Celonis for process mining, and a strong analytical mindset to identify automation and optimization opportunities across business processes. Key Responsibilities: Perform task mining using Soroco Scout to capture and analyse user-level activities across teams. Use process mining tools like Celonis, or Apromore to visualize and evaluate end-to-end business processes. Identify inefficiencies, bottlenecks, and automation candidates by correlating task-level and process-level data. Collaborate with cross-functional teams to gather process-related requirements and drive data-driven decision-making. Design dashboards, reports, and presentations that provide actionable insights to business stakeholders. Recommend improvements in processes, including RPA/automation opportunities, based on task/process mining findings. Support change management initiatives by presenting findings and collaborating with business units on implementation. Stay updated on the latest developments in task and process mining tools, methodologies, and industry trends. Qualifications: Bachelor’s degree in Computer Science, Engineering, Business Analytics, or a related field. 2–5 years of experience in process mining and task mining, ideally within digital transformation, business operations, or IT. Hands-on experience with Soroco Scout or other task mining platforms. Experience with Celonis, Apromore, or similar process mining tools. Strong data analysis skills (Excel, SQL, Power BI/Tableau, Python/R is a plus). Understanding of BPM (Business Process Management), Lean, Six Sigma, or process improvement methodologies. Excellent communication and presentation skills with the ability to convey complex technical findings to non-technical audiences. ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Date: 9 Jun 2025 Location: Bangalore, KA, IN Company: firstsourc Designation VP – CX Solution Architect About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Roles & Responsibilities: Engage with the Solutions, Pre-sales, sales, ops teams in identifying gather requirements, pain points, and business goals. Develop technical and business documentation, including architecture diagrams, solution overviews, and value propositions (including cost benefit analysis) Collaborate with necessary stakeholders in preparing the entire response based on requirements Assess and recommend CX tools (e.g., CRM systems, IVR, chatbot solutions), proprietary OR partner products and solutions Design integration strategies as needed from a technical perspective Work closely with IT, operations, marketing, and analytics teams to ensure solution feasibility and scalability Incorporate insights from operations and customer feedback to refine solutions Project planning - Define milestones, timelines, and deliverables for solution deployment Guide the implementation team on solution architecture and resolve technical issues Stay updated on trends like generative AI, sentiment analysis, and predictive analytics that can drive customer experience and operational efficiency Key Skills: Has worked on large scale enterprise solution design and architecture for contact centers Good oral and written communication Good interpersonal, influencing, and negotiation skills (stakeholder management, client interaction), planning, problem-solving and analytical skills Should be creative and have an innovative mindset Crisis, conflict management, and issues management skills An eye for detail as well as an understanding of the big picture Appreciate and understand client business. Good team management skills and people management skills Flexibility in meeting changing business needs Qualification & Experience: Graduate/Postgraduate from reputed institute (Full Time) 12+ years of relevant solutioning, requirements gathering and business development experience (primarily contact centers and CX) Understands proposal, costing and pre-sales,contact center technologies Worked in GenAI projects in the CX space will be an added advantage. Cross industry exposure Strong analytical and quantitative skills ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

CSA Date: Jun 12, 2025 Location: Mumbai, IN Requisition ID: 15542 Description: About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes Roles & Responsibilities: Ø Responds to queries from customer through chat to answer queries / inquiries, provide information and handle complaints regarding the organization’s products or services. Ø Understands customer query and responds to it ensuring that all queries / concerns are answered via web chat. Ø Update account information and performs general maintenance upon customers’ request. Ø Understands customer’s latent needs and maximizes opportunities to promote relevant products and services. Ø Guides the customer to relevant web pages in the client website that offer the information they seek, if appropriate. Ø Exhibits promptness and politeness using the appropriate language while answering customer queries. Ø Target Oriented - Works efficiently towards achieving the SLA based on the process requirement and meets the specified quality standards. Ø Ability to handle multiple tasks simultaneously with ability to prioritize while providing exceptional Customer service Ø Maintains data confidentiality and adheres to information security and compliance norms laid out. Required Skills and Qualifications Ø Average Response Time Ø First Call Resolution Ø Customer Satisfaction Ø Net Promoter Score Bachelor’s degree or equivalent (fresher may apply). Undergraduates with a minimum of 2 year of customer service experience Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses

Assistant Manager - Data Engineer Date: Jun 20, 2025 Location: HR, IN, 122009 Requisition ID: 16338 Description: About FirstsourceFirstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Key Responsibilities: The Data Engineering Professional supports the capture, management, storage, and utilization of structured and unstructured data from internal and external sources, turning business needs into the data that supports the data strategic decision making Supports the design, coding, unit testing and deployment of data processes for ingestion, transformation or curation of big data while keeping data security and privacy in mind Supports the development of architecture and design patterns to process and store high volume data sets Supports the delivery of a range of projects driving new solutions to large, open-ended problems Delivers and generates business relevant, actionable insights in support of the data engineering specialism Follow best practises and delivers in an Agile process that consistently delivers a quality product for the organization Supports and assists in the execution of initiatives focused on the development of data and analytic infrastructure for product development Supports the implementation of ways to improve working processes within the area of data engineering responsibility Owns contribution to team and data governance processes, policies & regulations. Follows best practises and agile methodology, owning sprint goals and participating in sprint activities and governance Key Skills: Data Analysis / Data Preparation - Expert Dataset Creation / Data Visualisation - Expert Data Quality Management - Advanced Data Engineering - Advanced Programming / Scripting - Intermediate Data Storytelling- Intermediate Business Analysis / Requirements Analysis - Intermediate Data Dashboards - Foundation Business Intelligence Reporting - Foundation Database Systems - Foundation Agile Methodologies / Decision Support - Foundation Technical Skills: Cloud - GCP - Expert Database systems (SQL and NoSQL / Big Query / DBMS) - Expert Data warehousing solutions - Advanced ETL Tools - Advanced Data APIs - Advanced Python, Java, and Scala etc - Intermediate Some knowledge understanding the basics of distributed systems - Foundation Some knowledge of algorithms and optimal data structures for analytics - Foundation Soft Skills and time management skills - Foundation ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Date: 25 Jun 2025 Location: Hyderabad, IN Company: firstsourc About Firstsource : Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. About the Role : The People and Culture Administrator contributes to the effective functioning of CAANZ and its operations by taking accountability for generalist P&C activities and coordinating day-to-day P&C processes. The P&aC Administrator will enable and support people-related initiatives by: Delivering timely, accurate and high-quality administrative outputs. Ensuring a smooth employee experience across onboarding, changes, and exits. Supporting cultural, performance and organisational development programs through data and process coordination. Administrative and Operational Support Provide strong day-to-day administrative support to the P&C Manager and Advisors. Deliver transactional P&C services such as drafting employment contracts, variations, flexibility agreements, and exit letters. Manage inbox triage and provide timely, first-level HR advice aligned to internal policies Employee Lifecycle Coordination Prepare and issue employment documentation (contracts, letters, etc.). Coordinate pre-employment checks and onboarding system setup (e.g., Dayforce). Track and report on probation periods, visa expiries, and contract end dates. Maintain accurate personnel files and support system deactivation at exit. HR Advice and Support Respond to first-level queries from employees and leaders via the P&C inbox. Provide information on employment conditions, leave, and flexibility arrangements. Escalate more complex queries to the relevant P&C Advisor or Manager. Support reasonable adjustment coordination and maintain related records. Keep organisation charts up to date in coordination with the P&C team. Human Capital System (HCM) Administration Update and maintain employee data in Dayforce and other systems (e.g., Culture Amp, NOVA). Action HRIS workflows relating to onboarding, exits, and changes. Generate standard reports and support maintenance of the People on the Move (POTM) list. Documentation and Compliance Draft internal HR documents including variations, transfers, and terminations. Support correct application of relevant industrial instruments and employment law (AU/NZ). Ensure right-to-work checks and work rights compliance are maintained. Maintain confidentiality and data integrity in all employee records. Projects and Continuous Improvement Contribute to template improvements and process documentation. Support ad-hoc projects or reporting requests as delegated by the P&C Manager. Key Success Indicators Timely and accurate completion of employment documentation and lifecycle activities. High service quality and responsiveness across P&C inbox management. Compliant and up-to-date HR system records and personnel files. Positive team and stakeholder feedback on administrative support. Proactive problem-solving and process improvement suggestions. You will be successful if you: Are committed to supporting a high-performing People & Culture function and contributing to a values-led team culture. Demonstrate strong verbal and written communication skills with a professional, clear, and service-oriented style. Confidently interpret and apply HR policies, procedures, industrial instruments, and legislation (AU/NZ). Are a self-driven individual who takes ownership of tasks, meets deadlines, and works effectively with minimal supervision. Excel in planning and prioritising competing demands while maintaining accuracy and attention to detail. Identify inefficiencies and proactively suggest improvements to processes, templates, or systems. Operate with maturity, sound judgment, and a high level of confidentiality in all interactions. Thrive in a fast-paced, agile, and virtual environment across multiple time zones. Collaborate effectively across departments, functions, and geographical boundaries. Demonstrate initiative, adaptability, and the ability to coordinate HR activities independently. Maintain excellent organisational skills and a structured, outcomes-focused approach to work. Are proficient in Microsoft Office applications including Word, Excel, Outlook, PowerPoint and Visio. Technical skills and experience Essential 2-5 years’ experience in a generalist HR or HR administrative role. Strong verbal and written English communication skills (essential for inbox triage and stakeholder interaction). Foundational knowledge of Australian and/or New Zealand employment law. Experience using HRIS systems (e.g., Dayforce), including workflows and data maintenance. Strong organisational skills and the ability to meet deadlines consistently. High accuracy and attention to detail in documentation and data entry. Demonstrated ability to manage confidential information securely. Confident and professional communicator with a service-oriented mindset. Proficient in Microsoft Office (Word, Excel, Outlook; Visio and PowerPoint desirable). Desired Awareness of employee and industrial relations practices. Understanding of WHS and Workers’ Compensation frameworks. Exposure to generalist HR, recruitment, or payroll functions in an outsourced or shared services model. Qualification Tertiary qualifications in Human Resources (or working towards).

Solution Architect- AI & Automation Date: Jun 25, 2025 Location: Mumbai, IN Requisition ID: 16347 Description: Job Title: Solution Architect- AI & Automation Department: IA- COE Reports to: AVP - Client Solutioning Band: Senior Manager Main Purpose of job We are looking for creative, business problem solvers to join our IA team. As a Business Development Lead you will work with our customer facing Sales Team, Marketing Team to conceptualize to provide business solution. You will leverage your expertise to understand the customer’s pain points in entirety and analyze for the best art of possible solutions You will also extend your skills to solve our customers' most challenging use cases by leveraging your solution skills to integrate a wide variety of intelligent automation solutions You will also use your expertise in Data extraction, Machine learning and other cognitive technologies across industry standard models, and knowledge of the approaches to design end to end automation solutions for our customers. You will also bring in your extensive architect experience related to multiple technologies across application development, with both Microsoft technologies and open source frameworks to help design and create solutions for complex process automations. This role will require significant collaboration with the operations, support, process engineering and business transformation teams to promote knowledge development and provide project-specific support and assistance. You will be the Design Authority for complex implementations. You will work with other business development and Pre-sales teams (of Business Units) in creating solutions and approaches to specific client requirements as part of a sales process – critical to have skills related to presenting solutions to customers and interacting with technology leaders in a customer organization. You will groom a team of junior solution architects and developers and uplift their skills. Other key requirements: Must be able to articulate technology and solution positioning to both business and technical users, must be able to identify all technical issues of assigned accounts to assure complete customer satisfaction through all stages of the automation process. Will be open to attempt Quick Proof of Concepts to substantiate the key findings and prepare the demonstration of the same Design solutions utilizing Automation platforms best practices and maintain technical responsibility for project delivery as a technical solution design resource on a project or multiple projects Provide functional and technical expertise in areas including, solution design, business process improvement and risk identification/mitigation. The Solution architect will also provide post implementation support, including identifying any issues that may arise after the implementation which include but are not limited to additional user(support/operations) training, software problems, and on-site visits to experience and mitigate customer concerns Defines and plans the development approach for larger projects through to smaller developments factoring in the existing IA program and future development opportunities into the solution design. Evaluate processes and make recommendations with regard to their potential and suitability for IA and work effort estimation. Prepares time/effort/cost estimates by evaluating processes, and related customer documents. Will foster the culture of reusable asset development, collaborating with other teams for best practices and ensure the teams adhere to standards and checklists through periodic review (while working with customer engagements) Will provide ideas or forward looking themes based on common pattern of problems/ challenges seen through multiple engagements, to position the unit competitively Experience Experience in end to end implementation of multiple processes using Industry standard RPA tools, and experience in working with multiple end to end automation platform that include OCR/ Data Extraction/ Classification and ML / NLP and other Cognitive technologies – Atleast three years of working experience in Automation Ecosystem At least 10 years of experience in Solution Design using automation technologies ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Date: 27 Jun 2025 Location: Hyderabad, IN Company: firstsourc About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. POSITION PURPOSE: The holder of this role manages all Employee Experience & Retention activities of the aligned process. the role also requires ensuring all EE&R activities and performance standards are carried out as planned within the agreed time frames with no short fall in TAT thereby ensuring the highest levels of employee engagement and employee satisfaction in the process. KEY ACCOUNTABILITIES/ RESPONSIBILITIES Employee Relationship management and Communication: To be the single point of contact providing EE&R representation in the aligned process through effective employee relations/counsel & query/grievance handling. Conduct policy sessions during induction, training and BAU (refresher) stages. Ensure sufficient presence and visibility on the operations floor. Own and facilitate the Reward and Recognition process (including distressing) across the floor. Assist the floor in activities where EE&R intervention is required. Timely execution of ESAT/Dipstick &360 Surveys and carry out required action in identified areas. • Communicate any policy/procedure updates/additions/deletions to all the concerned people in the process Drive Corporate Social Responsibility initiatives. Meet with the Team Leaders/Managers and Teams at regular intervals to understand their concerns and to apprise them of any HR updates - skip level meetings and One-on-ones. Drive fun activities in the process Career Progression & Performance Management : Ensure timely communication/execution/completion of Performance Management Process (annually and bi-annually and monthly). Facilitation & timely execution of Internal Job Postings (Lateral) in the Process. Conduct the assessment centre for promoting advisors to the next level . Compliance: Increments of employees as per the life cycle approach Ensure that confirmations are done after six months Ensure that payroll inputs reach the coordinators in time and signs off the payroll before it is sent to the vendor Follow up on Background Checks and ensure that action is taken on employees with unfavourable reports. Own and prepare the weekly headcount and attrition reports. Provide information and support for carrying out of effective Audits. ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Date: 30 Jun 2025 Location: Hyderabad, IN Company: firstsourc About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. About the role: Senior Service Desk Analyst The Senior Service Desk Analyst providing advanced technical support to end-users within Firstsource. This includes troubleshooting a wide range of IT issues, from hardware and software problems to network-related issues. Additionally, you manage and resolve escalated incidents efficiently to minimize disruptions to business operations. They should identify root causes of recurring issues and be involved in implementing long-term solutions. Documentation of IT systems and procedures as a Knowledge Base article, and provide training and mentoring to junior team members to enhance their skills. Ensuring high levels of customer satisfaction through clear communication and effective support. Skills : ITSM – Experience using an ITSM tooling such as ServiceNow and have good knowledge of the ITIL framework.. First-line Support: Acting as the initial point of contact for users seeking technical assistance. This involves responding to queries via phone, email, or via Teams and assessing the nature of the issue. Assessing and categorizing incoming technical issues or service requests. They determine the priority level of each issue based on its impact on business operations and urgency. Troubleshooting: Providing step-by-step guidance to users experiencing technical problems with hardware, software, or network systems. This may involve diagnosing and resolving issues remotely or escalating more complex problems to senior analysts or specialized teams. Documentation: Maintaining accurate records of reported issues, resolutions, and troubleshooting procedures. This documentation helps in building a knowledge base for future reference and training purposes. User Training and Guidance: Assisting users in understanding and using various IT systems, software applications, and tools effectively. They may provide basic training sessions or create user guides to facilitate self-help. Software Installation and Configuration: Good knowledge of Active Directory, desktop/laptop hardware, ITIL best practices, and Office 365. installation, configuration, and updating of software applications on users' devices. This ensures that users have access to the necessary tools and resources to perform their job functions efficiently. Some MAC OS knowledge is advantageous. Hardware Support: Providing support for hardware issues such as laptop, Mobile phones, AV and printer malfunctions, connectivity problems, or hardware failures. They may troubleshoot hardware-related issues or coordinate with vendors for repairs or replacements. Incident Management: Following established incident management procedures to ensure timely resolution of technical issues and minimize disruption to business operations. This involves accurately documenting incidents, tracking their progress, and communicating updates to stakeholders. Customer Service: Delivering excellent customer service by addressing users' concerns promptly, professionally, and courteously. They strive to ensure a positive user experience while resolving technical issues efficiently. Continuous Improvement: Actively participating in team meetings, training sessions, and knowledge-sharing activities to enhance technical skills and stay updated on emerging technologies and best practices in IT support. They may also suggest improvements to existing processes or tools to streamline support operations. Leadership: Experience handling escalated issues from junior service desk analysts or Service Desk lead. Able to step into Team Lead role if required. ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Associate - Software Engineer Date: Jul 2, 2025 Location: Chennai, IN Requisition ID: 16480 Description: Position Summary : The Software Engineer develops capabilities required to build software systems using various software and cloud technologies. He/She should have strong analytical, problem solving, Software programming, Software Database, ability to create visualization and interaction layer on Web/Windows with good integration with underlying technology framework and computer operating system such as Windows / Unix. Exposure to AI/ML and Data science is an added advantage. Responsibilities : Develop/Build software application / systems based on the design document across Front-end (web/windows), Back-end (.net/java/python) and Database systems Utilize best practices around design, coding, automated unit, regression testing, and deployment of software to production Work effectively in the agile-at-scale framework Clearly communicate status, updates and plan to project leadership Learn, acquire and get certified on new technologies as demanded by project Any exposure and experience in AI, ML and Data science will be of additional advantage. At least one of Java/.Net/Python/NodeJS Good Knowledge of JavaScript At least one of ASP.Net/Angular/ReactJS RDBMS (Oracle/SQL Server/Postgre) and Good Knowledge of SQL Preferable: Knowledge of database management tools like Liquibase / Hibernate Good understanding of Devops (e.g. Azure DevOps) and cloud PaaS. Good understanding of coding standards, ability to debug. Good understanding of Software development lifecycle and processes. Cloud-based (AWS/Azure) deployment of models, performance monitoring and issues troubleshooting Excellent written and oral communication skills Ability to work effectively in a cross-functional team Familiarity with Docker and Git Exposure to AI/ML frameworks in Pythin, Keras, Pytorch, libraries scikit-learn Knowledge and practical application of statistical analysis and mathematical modeling concepts and principles ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Assistant Manager - Data Engineer Date: Jul 2, 2025 Location: HR, IN, 122009 Requisition ID: 16430 Description: About FirstsourceFirstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Key Responsibilities: The Data Engineering Professional supports the capture, management, storage, and utilization of structured and unstructured data from internal and external sources, turning business needs into the data that supports the data strategic decision making Supports the design, coding, unit testing and deployment of data processes for ingestion, transformation or curation of big data while keeping data security and privacy in mind Supports the development of architecture and design patterns to process and store high volume data sets Supports the delivery of a range of projects driving new solutions to large, open-ended problems Delivers and generates business relevant, actionable insights in support of the data engineering specialism Follow best practises and delivers in an Agile process that consistently delivers a quality product for the organization Supports and assists in the execution of initiatives focused on the development of data and analytic infrastructure for product development Supports the implementation of ways to improve working processes within the area of data engineering responsibility Owns contribution to team and data governance processes, policies & regulations. Follows best practises and agile methodology, owning sprint goals and participating in sprint activities and governance Key Skills: Data Analysis / Data Preparation - Expert Dataset Creation / Data Visualisation - Expert Data Quality Management - Advanced Data Engineering - Advanced Programming / Scripting - Intermediate Data Storytelling- Intermediate Business Analysis / Requirements Analysis - Intermediate Data Dashboards - Foundation Business Intelligence Reporting - Foundation Database Systems - Foundation Agile Methodologies / Decision Support - Foundation Technical Skills: Cloud - GCP - Expert Database systems (SQL and NoSQL / Big Query / DBMS) - Expert Data warehousing solutions - Advanced ETL Tools - Advanced Data APIs - Advanced Python, Java, and Scala etc - Intermediate Some knowledge understanding the basics of distributed systems - Foundation Some knowledge of algorithms and optimal data structures for analytics - Foundation Soft Skills and time management skills - Foundation ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Manager - Operations Date: Jul 4, 2025 Location: Hyderabad, IN Requisition ID: 15703 Description: About Firstsource Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes. We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our rightshore delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies Location: Hyderabad Grade : E2 Designation: Manager - Operations Number of positions : 1 Experience Required : Overall 10+ years of cumulative experience in operations and management. Minimum Criteria : 3-5 year’s experience in Operations Management as an Assistant Manager or a minimum of 1 year experience as a Manager Proven track record of successfully managing teams, processes and projects. Role & Responsibilities: This role requires the ability to manage a team of 150-200 HC and drive the end-to-end Operations activities along with a team of proctors, SME’s, Team Leaders & Assistant Managers. Understanding the client’s expectations and driving the team to achieve common goals. Ensure the smooth run of the operations without any deviations on the agreed SLA targets. Review performance of own processes against agreed SLAs & KPIs, and ensure KPIs are reliable, transparent, and up to date for all task types. Good at Operations Management, Service Delivery, Project Management, People Management, Process Transition and Team Management. Monitoring the processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level. Assessing customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction matrices. Oversee the Operational scope of service delivery, change and process improvement management including digitization efforts, migrations management, implementations of new teams/tasks. Monitor, coach, and train subordinates on implementation of goals, policies, and procedures. Should have extensive knowledge of Operations Management, especially in Proctoring areas. Should be able to prepare the scorecard of the team. Should be able to understand workflows and client applications to manage the work allocation. To be able to come up with solutions to manage the work efficiently. Participate in performance review meetings with the clients and higher management. To be able to work on the presentations and to actively present the data during the client calls and higher management meetings. Experience with preparing schedules/rosters for the team. Monitor the team’s schedule adherence. Excellent comprehension and articulation skills Excellent communication, organization, interpersonal planning, and analytical skills Ability to work independently in a high-pressure environment. Aptitude for detail and a commitment to accuracy Self-motivated, ability to multi-task and complete tasks upon assignment Good analytical skills with a logical mindset Has proven ability to interact with multiple internal and external functions, including clients and stakeholders. Must be able to analyze and interpret the data/numbers. Flexible team player and ability to multitask and flexible to work additional hours, when needed. Drive weekly client connections and discuss the overall performance of the team. Ability to document the SOP, develop training and interventions as required. Take on special projects as and when required. Ensure adherence to SLA’s and meet all SOW requirements. Be flexible to work in rotational shifts to meet operational demands and ensure round-the-clock support when needed. Educational/Professional Qualifications: Any full-time graduate (B. Com/BSc/ BBA) and any Master’s Degree (MCom /MBA) would be an added advantage Required Skills: Excellent Communication, Leadership & Interpersonal skills Stakeholder Management Ability to work in a fast-paced environment and prioritize multiple tasks Problem solving skills and eye for detail. Ability to embrace workload flexibility to meet the fluctuating demands of the client. Knowledge of SLA’s, baseline and implementation Ability to build cohesive teams. Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word) and/or other project management tools. Online Proctoring Experience would be an added advantage. ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses

Senior Manager - Solutions Architecture Date: Feb 18, 2025 Location: Bangalore, KA, IN Requisition ID: 12781 Description: Company Profile: Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. BFS Solution Architect JD We are looking for a Solution Architect with BFS domain experience, to work with clients to drive next gen architecture for customer facing digital products. Should have a good understanding across the Mortgage Domain lifecycle – with experience in solutioning for Tier 1 BFS organizations. The Solution Architect will be a subject matter expert in our fast-paced growing environment, supporting new business capture by developing innovative solutions. The individual will be teamed with Business Development, Support functions, Transformation teams and Operations personnel to help uncover and develop best-in-class solutions to meet customer needs. Responsibilities : Review customer provided information and outside sources to understand potential issues/ problems currently faced and develop approach to solving these problems Stay current on latest technologies and solutions in the BPM and Digital CX/Transformation space, as well as within the BFS industry. Propose new and innovative solutions to the most complex challenges. Responsible for defining and driving the solution direction of prospective business opportunities, developing win themes/strategies, and providing leadership for proposals, client meetings and strategic pursuits Review RFP documents to understand scope of work and customer needs to develop an overarching solution to be proposed as part of the solicitation response and solution to the client. Support proactive pitches, client workshops and proposal defense. Perform effort estimation using information provided as part of the solicitation documentation, to determine most cost efficient and effective staffing, technology and differentiating approaches Develop lifecycle cost comparison models to support decisions Communicate solutions with customers, management, and teaming partners, including presentations, white papers, meetings, and further discussions Assess market level trends as well as capabilities of complementary solutions enabling larger scale solution offerings Desired candidate profile: Excellent English written and speaking skills Expert in Microsoft skills: Word, PPT, Excel RFP/Project Management experience High business acumen Experience and comfort in developing business solutions/cost value calculations Presentation, tactical and strategic decision-making skills Research capabilities and ability to tie research to solution strategies Team management and design thinking experience Good to have: Experience within US Mortgage servicing & post close deal solutioning Education and other requirements: Experience of 7+ years supporting BPM industry Graduate degree required Location: WFH (BLR or Mumbai preferred) ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Date: 9 Jul 2025 Location: Hyderabad, IN Company: firstsourc Associate Principal- Consulting About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centred teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. With a legacy of partnering with Fortune 500 companies and high-growth enterprises across industries, Firstsource combines deep domain expertise, innovative methodologies, and state-of-the-art tools to deliver measurable business impact. About the Team You will join Firstsource’s Management Consulting practice, a collaborative, high-performance team that blends strategic thinking with hands-on execution. Our consultants work across sectors to co-create solutions with clients, leveraging cross-functional expertise and a culture of continuous learning. Role Summary As an Associate Principal, you’ll lead end-to-end healthcare engagements—from clinical operations excellence to market access strategy—driving strategy, delivery, and client growth. Key Responsibilities Project Leadership: Manage full project lifecycle—scoping, design, execution, and deployment—across healthcare domains (HEOR, clinical operations, digital health). Strategic Solution Design: Develop frameworks for value-based care models, market-access roadmaps, and clinical trial efficiencies; build GTM plans. Client Relationship Mining: Identify upsell opportunities—new data-analytics services, regulatory advisory—and support proposal development. Regulatory Program Management: Oversee regulatory submissions planning (CDSCO, FDA); coordinate with compliance teams. Financial & P&L Ownership: Track engagement profitability; manage budgets and resource utilization. Practice & People Development: Mentor mid-level consultants; contribute to healthcare methodologies and case-study development. Qualifications & Skills MBA or advanced degree with healthcare focus. 8+ years in healthcare consulting or industry roles. Proven success in HEOR or clinical operations projects. Strong financial and proposal-writing expertise. Excellent communication and leadership skills. ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Date: 9 Jul 2025 Location: Hyderabad, IN Company: firstsourc Associate Principal- Consulting About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centred teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. With a legacy of partnering with Fortune 500 companies and high-growth enterprises across industries, Firstsource combines deep domain expertise, innovative methodologies, and state-of-the-art tools to deliver measurable business impact. About the Team You will join Firstsource’s Management Consulting practice, a collaborative, high-performance team that blends strategic thinking with hands-on execution. Our consultants work across sectors to co-create solutions with clients, leveraging cross-functional expertise and a culture of continuous learning. Role Summary As an Associate Principal, you’ll lead end-to-end healthcare engagements—from clinical operations excellence to market access strategy—driving strategy, delivery, and client growth. Key Responsibilities Project Leadership: Manage full project lifecycle—scoping, design, execution, and deployment—across healthcare domains (HEOR, clinical operations, digital health). Strategic Solution Design: Develop frameworks for value-based care models, market-access roadmaps, and clinical trial efficiencies; build GTM plans. Client Relationship Mining: Identify upsell opportunities—new data-analytics services, regulatory advisory—and support proposal development. Regulatory Program Management: Oversee regulatory submissions planning (CDSCO, FDA); coordinate with compliance teams. Financial & P&L Ownership: Track engagement profitability; manage budgets and resource utilization. Practice & People Development: Mentor mid-level consultants; contribute to healthcare methodologies and case-study development. Qualifications & Skills MBA or advanced degree with healthcare focus. 8+ years in healthcare consulting or industry roles. Proven success in HEOR or clinical operations projects. Strong financial and proposal-writing expertise. Excellent communication and leadership skills. ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Team Leader Date: Jul 15, 2025 Location: Hyderabad, IN Requisition ID: 16505 Description: About Firstsource Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company (NSE: FSL, BSE: 532809, Reuters: FISO.BO, Bloomberg: FSOL:IN), is a specialized global business process services partner, providing transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, South Africa, and the Philippines, we make it happen for our clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Our real-world practitioners work collaboratively to deliver future-focused outcomes. Job location : Hyderabad Position : Team Lead Division : BPM Experience : 3+ years of proven experience in customer support, with a strong track record of excellence. As a Customer Support Team Lead for our emergency roadside assistance service, you will play a crucial role in hiring, training, grooming & retaining CS agents who assist drivers in emergency tire breakdowns and other tire service for commercial fleet customers. Our agents collect breakdown information from commercial truck drivers and dispatch road service to tire dealerships across the US and Canada. Essential Functions Take an active role in mentoring customer support agents, helping them develop their skills and providing guidance for career growth. Assist managers with administrative responsibilities, such as monitoring team performance, reporting, and managing escalations. Act as a reliable point of contact for customers and team members when managers are unavailable, ensuring smooth operations. Manage and resolve complex account-related queries and requests with a focus on accuracy and customer satisfaction. Coach & train agents to maintain professional and empathetic communication with customers, ensuring their needs are met effectively. Keep meticulous records of customer interactions, ensuring accurate and up-to-date information in our CRM system. Developing regular reports to evidence training and improvement in training Maintaining records of attendance, feedback and materials Monitoring average call length and overall team volume Empower team members to work independently and take ownership of tasks. Supports the department goals, objectives, and service level agreements/metrics to ensure service delivered meets or exceeds the needs of customer stakeholders and end-users. Interpersonal Skills Leadership and mentoring skills, with the ability to guide and develop junior team members. Excellent communication, coaching, and feedback skills, as well as fostering a team environment. Strong customer focus and service orientation Ability to deal with all types of people/management. Strong organizational skills with a proven ability to get things done through others. Ability to remain calm and thrive in a fast-paced environment. Natural aptitude to analyze data and drive continuous improvement. Ability to bring innovative ideas to problem resolution and process redesign. Competencies: 3+ years of proven experience in customer support, with a strong track record of excellence. Ability to schedule agents across shifts, allocate work and ensure it gets done. Proficiency in administrative tasks and reporting. Multi-task in a fast-paced environment while being able to make sound decisions in-line with company objectives. Technical expertise and a quick grasp of new software and technologies. Prior experience in the roadside assistance field or as a team leader/manager is highly beneficial. A passion for delivering exceptional customer service and problem-solving. ️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.

Senior Software Engineer Date: Jul 18, 2025 Location: Hyderabad, IN Requisition ID: 16694 Description: POSITION INFORMATION Position Title: Senior Software Engineer - India Career Track: Position Code: Division/Dept: CDO FLSA: Exempt Date Created/Revised: Salary Grade: POSITION SUMMARY AND PRIMARY RESPONSIBILITIES Position Summary : We are seeking a highly skilled and experience senior developer with a strong background in Java/MERN stack (MongoDB, Express.js, React.js, Node.js) to join our team. The ideal candidate should have 4-6 years of hands-on experience in developing and maintaining applications using Java/MERN stack and will play key role in designing, developing and deploying software applications. Responsibilities : Design, develop and maintain large scale software applications using the Java/MERN stack. Collaborate with cross-functional teams to define, design, and develop new features. Create and Own High-Level Design, Low Level Design for each of the Software applications. Perform code reviews and provide constructive feedback to team members. Troubleshoot, debug, and optimize existing applications for performance and scalability. Mentor and guide junior developers. Collaborate with product manager and other stakeholders to understand. Learn, acquire, and get certified on new technologies as demanded by project Any exposure and experience in AI, ML and Data Science will be of additional advantage . PEOPLE MANAGEMENT - (Provide approx numbers of direct/indirect reports and indicate exempt/nonexempt employees; the level/degree of supervision provided) Does this position have direct report responsibility? þ Yes No If Yes, Number of Exempt and Non-Exempt level employees _____ Exempt _____Non-Exempt Please describe in some detail the level of supervision provided: REQUIRED SKILLS Strong proficiency in design, development, maintenance, and support of software applications with proven experience in Java/Python/Node.js React.js (having knowledge of Angular will be an additional advantage) RDMS (Oracle/SQL Server/Postgres) SQL NoSQL databases like Mongo Experience with front-end technologies such as HTML, CSS and JavaScript. Extensive experience in Open-Source Technologies Preferable: Knowledge of database management tools like Liquibase / Hibernate Well-versed in Devops (e.g. Azure DevOps) and cloud PaaS. Cloud-based (AWS/Azure) deployment of models, performance monitoring and troubleshooting Familiarity with Docker and Git Good understanding of coding standards, ability to debug. Good Experience in Software development lifecycle and processes. Excellent written and oral communication skills Ability to work effectively in a cross-functional team. Added advantage: Exposure to AI/ML frameworks in Keras, Pytorch, libraries scikit-learn Knowledge and practical application of statistical analysis and mathematical modeling concepts and principles POSITION SPECIFICATIONS Bachelor’s degree in computer science, Information Technology, Electronics Communication. Other branches of engineering with proven skills through past experience / projects can also apply.