224 Genesys Jobs

This role will be responsible for development, maintenance, and execution of manual / automation / performance scripts for Contact Centre applications. Primary Responsibilities: Analyze the functional and non-functional requirements of the contact centre application solutions in Agile methodology Effectively plan, define test strategy/test cases, provide QA estimates, provide test management, and test reporting Perform manual/automated testing and log detailed defects in Rally Be accountable for all project or release test efforts for programs that span multiple domains and apps including System Integration or End to End Testing efforts Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so Required Qualifications: Undergraduate degree or equivalent experience 3+ years of experience in testing Genesys IVR applications and Conversational AI applications (including Voice BOT) 3+ years of experience in IVR Testing Tools CYARA Velocity, CYARA Virtual Agent and CYARA Cruncher Hands-on experience in Voice BOT / NLU Testing Hands-on experience on Text-to-speech augmentation Hands on experience on SSML tags, Audio Augmentation Experience with Splunk queries and log validations Experience in call routing and skill-based testing Proven experience identifying and managing risks Proven Functional Testcase and Test data preparation Proven attention to details, strong work ethic and result orientation Proven excellent communication skills with ability to work independently and as part of a team Proven flexibility to support and manage multiple projects/deadlines simultaneously Proven ability to occasional work evening and weekend hours as required to support system deployments Preferred Qualification: Knowledge on Python coding At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyoneof every race, gender, sexuality, age, location and incomedeserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes an enterprise priority reflected in our mission. #NJP #Niche

About The Role Skill required: Capacity Planning & Forecasting - Customer Acquisition Strategy & Implementation Designation: Workforce Services Specialist Qualifications: Any Graduation Years of Experience: 7 to 11 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Responsible for developing and managing accurate long-term forecasting models. These forecasts inform staffing, budgeting, and operational decisions across multiple business units and channelsDesign and implement strategies to assist our clients in their strategies to grow and acquire customers. What are we looking for Analyze historical data, run rate efficiency assumptions and future trends and operational data to deliver accurate forecasts. Run sensitivity-based analyses to identify risks. Develop, maintain, and continuously improve forecasting models (volume, workload, and shrinkage) using historical data, trends, and predictive analytics. Ensure all product outlooks are understood and reflect expectation based on detailed knowledge of the product area, ensure that this is clearly articulated both verbally and in writing to all Stakeholders Forecast long term visit demand and job times for field mobility workforce, using historical propensities and commercial drivers. Forecast long term contact demand and call handling time (AHT) for service contact center, using historical propensities and commercial drivers Analyze daily, weekly, and monthly patterns to support dynamic staffing recommendations and capacity planning. Collaborate with business stakeholders (Operations, Finance, HR, etc.) to align forecasts with business objectives and known drivers (marketing campaigns, product launches, seasonality). Create scenario planning models to simulate and present impacts of potential business changes or disruptions. Python (Programming Language) NICE IEX, Genesys5+ years of experience in workforce management forecasting, preferably in a contact center or service operations environment. Advanced proficiency in Excel and data analytics tools (e.g., R, Python). Experience with WFM software (e.g., NICE IEX, Genesys) Strong analytical skills, attention to detail, and a passion for using data to drive operational outcomes Real sense of ownership and accountability to deliver against plan. Exceptional analytical and problem-solving skills, with attention to detail and accuracy. Ability to forge positive, objective relationships with Client, Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing pressure, deadlines and conflicting and shifting priorities. Proficiency in basic arithmetic and statistical concepts and strong logical ability desired with strong mathematical calibration skill. Must demonstrate perceptive, thorough and decisive approach to problem solving. Roles and Responsibilities: In this role you are required to do analysis and solving of moderately complex problems May create new solutions, leveraging and, where needed, adapting existing methods and procedures The person would require understanding of the strategic direction set by senior management as it relates to team goals Primary upward interaction is with direct supervisor May interact with peers and/or management levels at a client and/or within Accenture Guidance would be provided when determining methods and procedures on new assignments Decisions made by you will often impact the team in which they reside Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture Please note that this role may require you to work in rotational shifts Communicate forecasts and insights to stakeholders through clear visualizations, reports, and presentations. Monitor actual performance against forecasts, perform variance analyses, and refine forecasting methods accordingly. Lead or contribute to workforce planning projects, tools, or initiatives aimed at improving forecast accuracy and operational efficiency. Mentor junior analysts and forecasters, sharing best practices and helping to develop team capability. Work closely with the Capacity planning team and communicate the changes in demand proactively to be baked in the capacity planning team. Create process maps, standard working instructions for the areas they are responsible for. Qualification Any Graduation

Email your resume to Swathi@wissenpro.com or call/WhatsApp us at 800-858-2617. Open Positions: Analyst Planning & Scheduling Sr. Supervisor WFM / RTM / RTA Analyst - Forecasting Sr. Planning Analyst Intraday Supervisor - RTM RTA - Real Time Analyst Supervisor - Planning & Scheduling Requirements: Hands-on with tools: IEX, Alvaria, Aspect, NICE, Avaya, Teleopti, Verint, CMS Expertise in Planning, Forecasting, RTA, Scheduling Excellent communication, Excel, & presentation skills Comfortable with US Shifts Reach out now to apply or refer!

Email your resume to Swathi@wissenpro.com or call/WhatsApp us at 800-858-2617. Open Positions: Analyst Planning & Scheduling Sr. Supervisor WFM / RTM / RTA Analyst - Forecasting Sr. Planning Analyst Intraday Supervisor - RTM RTA - Real Time Analyst Supervisor - Planning & Scheduling Requirements: Hands-on with any tools: IEX, Alvaria, Aspect, NICE, Avaya, Teleopti, Verint, CMS Expertise in Planning, Forecasting, RTA, Scheduling Excellent communication, Excel, & presentation skills Comfortable with US Shifts Reach out now to apply or refer!

Job Description: As a Senior Automation Consultant at Wipro Limited, you will be working closely with the Transformation manager to align the vision for customer automation and transformation roadmap for the organization. Your primary responsibility will be to achieve End to End Automation implementation/enablement, ensuring seamless automation across the target environment with 100% test data coverage to meet the automation run plan. You should have hands-on experience in Continuous Testing, incorporating a framework that integrates the CI/CD Pipelines in the testing lifecycle. Furthermore, you will be required to integrate test management tools with automation scripts to display the testcase execution with real-time statistics. Examples of such tools include Qtest, Xray, Zephyr, and Microfocus ALM. The role of an Automation consultant at Wipro involves identifying technical requirements regarding Quality Engineering frameworks, tools, and integrations. You will be responsible for building an integrated solution across Automation, Test Environments, Test Data Management, Performance Testing, and Integration Testing. Proficiency in utilizing automation tools such as AccelQ, UFT, TOSCA, playwright, or any other selenium-based tools is essential, along with a strong understanding of industrial tools for TEM and TDM like Plutoria, ENOV8, GenRocket & Head spin (Mobility Digital Labs tools) etc. In this position, you will be expected to identify appropriate solutions, strategies, and tools for complex scenarios, such as MakerChecker scenarios, VISA Simulator scenarios, Genesys, MS Dynamics, etc. Your responsibilities will also include defining, designing, tracking, and supporting the implementation of an E2E QE Solution for Automation, TEMs, TDM, Performance, Mobile, and Deployments. Competencies required for this role include Client Centricity, Passion for Results, Execution Excellence, Collaborative Working, Learning Agility, Problem Solving & Decision Making, and Effective Communication. If you are passionate about reinventing yourself, your career, and your skills, and want to be part of a modern Wipro that is an end-to-end digital transformation partner with bold ambitions, then this is the opportunity for you. Join us at Wipro to realize your ambitions and be part of a business powered by purpose that empowers you to design your reinvention. Applications from people with disabilities are explicitly welcome.,

MNC in Gurgaon Hiring for WFM RTA Real Time Analyst CTC UPTO 8.3LPA Require 3+ Years Experience in WFM RTA Require Excellent Communication Skills Role and Key Responsibilities Intraday real time monitoring of service levels for all queues for all the sites throughout the operating window (24/7/365) Real time monitoring of associates performance from all teams at all sites Managing Real Time updates on Service Levels, Contact data and other KPIs Drive real-time impacts to staffing for both internal and outsourced teams vs. requirements metric goals Communicate and call out changes to incoming contact patterns to operations and the broader WFM team Have a real time communication with the WFM team and operations when call outs or changes need to be done (Agent States, queue conditions, weather) Support changes within routing profiles to move associates as needed Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, other KPIs and NPT usage Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met Review and work TTs assigned to the WFM team that require real-time assistance to different stakeholders Review and process VTO/PTO/OT/Non-Prod time requests in real-time Provide assistance to the other WFM teams as needed. Key Skills & Knowledge MS Excel Knowledge is required. Knowledge of IEX, Avaya and other Workforce Scheduling tools (Admin, setup, use, updated, edits, reporting) will be considered as an added advantage Graduate with 2+ years contact centre experience and Good Communication Skill MS Office PowerPoint, Word, Access, outlook, etc. InContact/Oracle ACD and other ACD platforms to support multi-channel Environment (Voice/Chat/Email/SMS) 1+ years’ Workforce Experience (RTA or greater) Basic knowledge of the call center industry. Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.). Knowledge of ACD and Call Center Workforce applications - preferred. Strong oral and written communication skills. Proficient in Microsoft Office. Ability to multi-task, prioritize, and meet timelines of deliverables. Self-starter, sense of urgency, and works well under pressure. High attention to detail, sense of professionalism and ability to develop relationships Educational qualification: Graduate in any discipline Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Genesys framework Genesys cloud Implementation & design Contact center

We are looking to onboard a skilled Presales Specialist who brings deep expertise in solution design and customer engagement across modern CCaaS & UCaaS platforms. The ideal candidate should have experience with Genesys Cloud CX, Amazon Connect, NICE, Webex Contact Center (UCCE/PCCE/UCCX/Webex CC), MS Teams DR, OC, BYOC and a solid understanding of UCC & CC technologies. The role demands strong presales acumen, including RFP/RFI response writing, proposal creation, solution presentations, and customer workshops. As an SME, the candidate will collaborate with sales, engineering, and delivery teams to design compliant, scalable, and competitive solutions.

The role of a customer service team leader is to lead the frontline customer service representatives who manage customer interactions across an omni-channel operation including Voice, Email, Chat, Chatbot & Social channels of support in the Americas. You are responsible for ensuring effective team management, focusing on performance management, consistency of operations, constantly looking for opportunities to improve customer experience, and maintaining positive relationships with internal and external business partners. It is critical for you to have a keen eye for detail and drive continuous improvement using actionable insights from day-to-day operations. Your key accountabilities include leading the team to ensure safe and silent run for the team's processes, managing deadlines to ensure highest quality activities that affect customer relationships, conducting regular performance discussions and career development plans with direct reports, prioritizing monthly team meetings, developing skills and knowledge of team members, providing escalation for any team issues, monitoring Key Performance Indicators aligned to Service Level Agreements, collaborating with other team leaders, adhering to EMS/QMS Systems tasks, serving as a single point of accountability for projects or change requests, maintaining relationships with key collaborators and service providers, developing and controlling processes and procedures to company standards, collaborating with business partners to support new business or supply disruption, delivering cost-effective accounting and control to customers, and aligning team members with HSSE policies and procedures. In addition, you are expected to constantly scan for improvement opportunities, collaborate at a high pace while managing risks, promote Agile methodology, think Digital Delivery first, build capability within teams, and demonstrate BP's values and behaviors. The crucial experience required for this role includes a Bachelor's degree or equivalent with 10+ years of experience in the Customer Service industry, 6-8 years of people management experience in Customer Service, experience in managing omnichannel operations, coaching and leading high performing teams, and effective communication skills. Key competencies for this role include strategic orientation, global awareness, general leadership and decision-making skills, change management experience, understanding of customer needs and behaviors, building effective relationships, cross-functional mindset, people management and development experience, and identifying and implementing continuous improvement opportunities. Desirable criteria include proficiency in Microsoft Office, experience in Genesys/Avaya/Nortel telephony & email workflows, managing chatbot & social media operations, using technical tools, interpreting systems and integration, analytical skills to review metrics and drive performance, financial accounting skills, and maintaining sound relationships with collaborators and service providers. The role provides reasonable accommodation for individuals with disabilities to participate in the job application or interview process, perform crucial job functions, and receive other benefits and privileges of employment. Negligible travel is expected, and relocation assistance within the country is available. The position is a hybrid of office and remote working.,

The role of an Infoscion involves actively supporting the consulting team through various project phases such as problem definition, effort estimation, diagnosis, solution generation, design, and deployment. You will be tasked with exploring alternative solutions based on research, including literature surveys, public domain information, and vendor evaluations, and developing proof of concepts (POCs). Additionally, you will be responsible for creating requirement specifications based on business needs, defining processes, and detailed functional designs. Your responsibilities will also include configuring solution requirements, diagnosing and resolving issues, and identifying potential solutions. Furthermore, you will contribute to unit-level and organizational initiatives to deliver high-quality solutions to customers. If you are passionate about assisting clients in their digital transformation journey, this opportunity is ideal for you. Technical Requirements: - Primary skills in Technology Nice CXone Developer, Technology Communication IVR CCT, Technology Functional Testing IVR Testing, Technology Infrastructure Contact Center IVR Concepts Additional Responsibilities: - Collaborate with clients to address business challenges and contribute to client deliverables by analyzing and structuring data - Stay updated on the latest technologies and trends - Demonstrate logical thinking, problem-solving skills, and collaboration abilities - Identify process improvement areas and recommend technology solutions - Possess knowledge in one or two industry domains Preferred Skills: - Genesys for Technology Communication IVR/CCT - IVR Testing for Technology Functional Testing - IVR Concepts for Technology Infrastructure Contact Center,

WFM RTA GURGAON Minimum 12 Months WFM RTA International BPO Exp Mandatory Required Candidate profile Atleast 1 year experience as RTA in International process Tool Knowledge IEX, VERINT, AVAYA,Genesys Should have good communication in English Immediate Joiners OR Max 1 month notice period candidates can apply CTC Up to 8.3LPA( Depending Upon Last 25 % - 35 % Hike ) Opportunity to work in a fast-paced, international work environment Willingness to work in rotational shifts and on rotational offs UnderGraduates Can Apply NOTE - NOTICE PERIOD OF MORE THAN A MONTH WILL TOTALLY NOT WORK SO APPLY ACCORDINGLY Interested in Joining? Call HR Ankita : +91 8840819455 Email: ankita2.jobfinder@gmail.com Please share this opportunity with friends who are actively looking for jobs!

Job Title:Five9_Level 9_Consultant_(Entity -S&C GN) Management Level:Level 9 - Consultant Location:Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must have skills: Five9, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, , Industry Solutions Consulting Good to have skills: Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Genesys Cloud, Genesys Engage, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.) Job Summary : Join our team of SONG consultants who solve customer-facing challenges with clients spanning sales, service, and marketing to accelerate business change. The Strategy & Consulting Global Network Song practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales, and services functions. As part of the team, you will work on transformation services driven by key offerings like Marketing Transformation, Connected Commerce, and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction, and impacting front-end business metrics in a positive manner. Roles & Responsibilities: Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs. Create business case and strategic transformation roadmap based on market trends. Help sell and deliver Five9 contact center solutions to clients:Product overview, Partner readiness support, pricing, documentation, first call presentations. Drive Partner support activities:A strong focus on nurturing deeper, more strategic relationships with key parties. Develop requirements based on leadership input:Performance/Status reporting, Problem Solving and Conflict Management. Professional & Technical Skills: Experience working with Customer Service Operations:Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements. Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing:Experience in Five9. In-depth knowledge and know-how of Customer Service Operations:Cross-industry experience, functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like VCC Administrator, Campaigns and IVR scripts. Proactively identifying customer needs through a technical benefits assessment:Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions. Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics:This includes pricing strategy of different on-premises and cloud solutions and providing detailed TCO. Experience in VCC administration & application experience:Use VCC Administrator, Campaign management tools, Scripts, Five9 Framework Components (such as Multi-Protocol Label Switching (MPLS), CRM integrations, IVA, etc.) or similar solutions. Additional Information: An opportunity to work on transformative projects with key G2000 clients. Potential to co-create with leaders in strategy, industry experts, enterprise function practitioners, and business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed responsible business into everythingfrom how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge, and capabilities. Opportunity to thrive in a culture that is committed to accelerating equality for all. Engage in boundaryless collaboration across the entire organization. About Accenture:Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology, and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. About Our Company | Accenture Qualification Experience:4-8 years Educational Qualification:Engineering Degree or MBA from a tier 1 institute

Job Title :Genesys_Level 7_Manager_(Entity -S&C GN) Management Level :Level 7 - Manager Location :Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must have skills : Genesys Cloud, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, Industry Solutions Consulting Good to have skills : Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.) Experience :8+ years Educational Qualification :MBA from a tier 1 institute Job Summary :Join our team of SONG consultants who solve customer-facing challenges at clients spanning sales, service, and marketing to accelerate business change. The Strategy & Consulting Global Network Song practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales, and services functions. As part of the team, you will work on transformation services driven by key offerings like Marketing Transformation, Connected Commerce, and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction, and impacting front-end business metrics in a positive manner. Roles & Responsibilities : Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs. Create business case and strategic transformation roadmap based on market trends. Help sell and deliver Genesys contact center solutions to clients:Product overview, Partner readiness support, pricing, documentation, first call presentations. Drive Partner support activities:A strong focus on nurturing deeper, more strategic relationships with key parties. Develop requirements based on leadership input:Performance/Status reporting, Problem Solving and Conflict Management. Professional & Technical Skills : Experience working with Customer Service Operations:Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements. Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing:Experience in Genesys Cloud/Engage suite. In-depth knowledge and know-how of Customer Service Operations:Cross-industry experience, functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like Genesys Administrator & Architect/Composer/Designer. Proactively identifying customer needs through a technical benefits assessment:Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions. Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics:This includes pricing strategy of different Genesys on-premises and cloud solutions and providing detailed TCO. Experience in Genesys Cloud administration & application experience:Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions. Additional Information : An opportunity to work on transformative projects with key G2000 clients. Potential to co-create with leaders in strategy, industry experts, enterprise function practitioners, and business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed responsible business into everythingfrom how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge, and capabilities. Opportunity to thrive in a culture that is committed to accelerating equality for all. Engage in boundaryless collaboration across the entire organization. About Accenture : About Our Company | Accenture Qualification Experience :8+ years Educational Qualification :MBA from a tier 1 institute

Job Title :Five9_Level 7_Manager_(Entity -S&C GN) Management Level :Level 7 - Manager Location :Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad Must have skills : Five9, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, , Industry Solutions Consulting Good to have skills : Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Genesys Cloud, Genesys Engage, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.) Job Summary :Join our team of SONG consultants who solve customer-facing challenges with clients spanning sales, service, and marketing to accelerate business change. The Strategy & Consulting Global Network Song practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales, and services functions. As part of the team, you will work on transformation services driven by key offerings like Marketing Transformation, Connected Commerce, and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction, and impacting front-end business metrics in a positive manner. Roles & Responsibilities : Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs. Create business case and strategic transformation roadmap based on market trends. Help sell and deliver Five9 contact center solutions to clients:Product overview, Partner readiness support, pricing, documentation, first call presentations. Drive Partner support activities:A strong focus on nurturing deeper, more strategic relationships with key parties. Develop requirements based on leadership input:Performance/Status reporting, Problem Solving and Conflict Management. Professional & Technical Skills : Experience working with Customer Service Operations:Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements. Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing:Experience in Five9. In-depth knowledge and know-how of Customer Service Operations:Cross-industry experience, functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like VCC Administrator, Campaigns and IVR scripts. Proactively identifying customer needs through a technical benefits assessment:Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions. Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics:This includes pricing strategy of different on-premises and cloud solutions and providing detailed TCO. Experience in VCC administration & application experience:Use VCC Administrator, Campaign management tools, Scripts, Five9 Framework Components (such as Multi-Protocol Label Switching (MPLS), CRM integrations, IVA, etc.) or similar solutions. Additional Information : An opportunity to work on transformative projects with key G2000 clients. Potential to co-create with leaders in strategy, industry experts, enterprise function practitioners, and business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed responsible business into everythingfrom how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge, and capabilities. Opportunity to thrive in a culture that is committed to accelerating equality for all. Engage in boundaryless collaboration across the entire organization. About Accenture :Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology, and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. About Our Company | Accenture Qualification Experience :8+ years Educational Qualification :MBA from a tier 1 institute

Job Summary: We are looking for an experienced and dynamic Practice UCC Architect to lead and grow our Unified Communications & Contact Center (UC&C) solution offerings under the Digital Workplace Practice . The ideal candidate brings strong technical expertise in platforms such as Microsoft Teams, Cisco, Zoom , and Contact Center technologies including Genesys, NICE, Five9, Avaya , etc. The role demands a proven track record in solution development, pre-sales support, go-to-market (GTM) strategy, partner ecosystem development, and large-scale implementations. Key Responsibilities: Practice Leadership & Strategy: Define and lead the overall strategy for Unified Communications and Contact Center services. Build a comprehensive roadmap across UC, collaboration, and CCaaS platforms. Develop reusable frameworks and accelerators to standardize and enhance service delivery. Stay current with emerging technologies and continuously evolve the service portfolio. Solution Offering Development: Design scalable and customizable UC&C and Contact Center solutions. Recommend best-fit platforms and integration approaches (e.g., Teams Phone, Webex, Zoom, Genesys Cloud, NICE CXone). Provide architectural direction for hybrid, cloud, and on-premise models. Ensure all solutions are secure, resilient, and scalable. Pre-Sales & Client Engagement: Act as a technical advisor during customer engagements, including RFPs, demos, and PoCs. Partner with sales and business development to drive pipeline and solution sales. Engage with C-level stakeholders, translating business needs into technical solutions. Partnerships & GTM Execution: Build and manage strategic relationships with key technology partners. Lead GTM efforts for internal enablement and external market positioning. Optimize partner certifications, incentives, and co-sell opportunities. Upskill delivery teams to align with evolving solution capabilities. Drive delivery excellence through standardized frameworks and governance. Thought Leadership & Evangelism: Represent the UC&C practice at industry events, client forums, and webinars. Contribute to thought leadership via whitepapers, blogs, and case studies. Candidate Profile: Experience: 15+ years of experience in Unified Communications and Contact Center domains. 5+ years in a leadership, consulting, or practice management role. Deep understanding of enterprise voice, VoIP, SIP, PBX, SBCs, and cloud-based calling. Hands-on expertise in Microsoft Teams Phone, Cisco CUCM, Webex Calling, Zoom Phone. Proficiency in platforms like Genesys Cloud, NICE CXone, Five9, Avaya, Talkdesk, Amazon Connect. Experience integrating with CRMs (Salesforce, Dynamics), IVR, WFM/WFO, and analytics tools. Strong history of building solution portfolios, scaling practices, and driving GTM initiatives. Experience in managing globally distributed teams and delivery models. Soft Skills: Strong leadership and practice-building capabilities. Excellent client-facing communication and presentation skills. Strategic thinker with the ability to align technology to business goals. Effective multitasker in a fast-paced, high-performance environment. Preferred Certifications: Microsoft Certified: Teams Voice Engineer Expert Cisco Collaboration Certifications (CCNP Collaboration or higher) Genesys or NICE platform certifications Required Skills Unified Communication,Contact Center Solutions,Voip, Presales

we are hiring for Five9 Contact Center Developer Hands-on experience in Five 9 cloud architecture landing zones, micro-services architecture and applicability on re-engineering cloud contact center platforms. Required Candidate profile Must have experience in Five 9 cloud architecture landing zones, micro-services architecture and applicability on re-engineering cloud contact center platforms.

Urgent Requirement for Genesys Developer and Architect (Pan India) (UK Shift) Must have hands on experience in Genesys Cloud CX Architect, contact center, IVR Flows, Voice Bot and Digital Bot flows. Genesys Cloud.

Job Profile: Experience: Minimum 4-5 years in elevator/construction or related engineering field. Key Responsibilities: 1. Technical Expertise: Must be technically sound in both electrical and mechanical aspects. Strong analytical and troubleshooting abilities Good communication and coordination skills Familiarity with elevator installation processes Proficiency in reading technical drawings and schematics Capable of troubleshooting any type of reported field issues independently. 2. Coordination & Communication: Act as a key link between the field team and the factory team. Collect all field-reported issues and communicate them effectively to the factory for resolution. Ensure timely and efficient coordination for the implementation of solutions. 3. FTB & System Handling: Responsible for uploading all Field Turn Back (FTB) cases into the ETQ system. Regular follow-up with the factory to track and close open FTBs. 4. Drawing & Layout Interpretation: Should be capable of reading and understanding layout and technical drawings to assist in installation and issue diagnosis. 5. PUI Completion: Support and coordinate with adjusters to complete PUI activities for new units.

Job Title : Genesys Developer Location State : Tamil Nadu,Telangana,Karnataka,Maharashtra,West Bengal Location City : Bangalore, Chennai, Hyderabad, Pune, Kolkata Experience Required : 4 to 6 Year(s) CTC Range : 7 to 11 LPA Shift: Day Shift Work Mode: Onsite Position Type: C2H Openings: 3 Company Name: VARITE INDIA PRIVATE LIMITED About The Client: Client is an Indian multinational technology company specializing in information technology services and consulting. Headquartered in Mumbai, it is a part of the Tata Group and operates in 150 locations across 46 countries. About The Job: Skill Required: Avaya Aura~CTI Genesys Essential Skills: Genesys Developer Essential Job Functions: Skill Required: Avaya Aura~CTI Genesys Essential Skills: Genesys Developer Qualifications: Skill Required: Avaya Aura~CTI Genesys Experience: 4-6 Years Essential Skills: Genesys Developer How to Apply: Interested candidates are invited to submit their resume using the apply online button on this job post. About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services. Equal Opportunity Employer: VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status. Unlock Rewards: Refer Candidates and Earn. If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE. Exp Req - Referral Bonus 0 - 2 Yrs. - INR 5,000 2 - 6 Yrs. - INR 7,500 6 + Yrs. - INR 10,000

Urgently hiring WFM / RTA Associate - Dialer Operations US Process / NIGHT SHIFT WORK FROM OFFICE Experience of working on US debt collections process as Dialer Executive / WFM / RTA would be an advantage. Location : KOLKATA WFM Associate General Job Responsibilities: The Workforce Specialist will be responsible for staffing, scheduling and reporting performance for the call center. This team is tasked with ensuring that business goals are met, while maintaining an environment where our entire company can balance business needs with their lives outside of work.Job Duties: Create and monitor agent schedules. Provide real-time scheduling and call flow support. Monitor real-time volume and respond to spikes in list or call volumes in relation to staffing levels, average customer wait time, and call abandon percentages. Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as interval exceptions or offline work Provide scheduled reporting, including hourly, daily, weekly, and monthly reporting, to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc. Act as liaison between Call Center Operations and IT and outside vendors to call flow issues, call routing issues, reporting issues, and system issues in general according to the established escalation process. Act as interface between Call Center staff and Dialer. Monitor and maintain real-time adherence to ensure compliance with staffing capacities Coordinate IT and Analysts to ensure business goals are met with respect to staffing and performance. Load daily dialer list and ensure agreed upon dialer strategies are implemented. Data / List Uploading in Dialer Data reporting and management in Dialer Responsible for connectivity, controlling failed rate / abandonment Data churning strategy and implementation Produce on-demand reports as needed and assigned by workforce management lead and/or supervisor. Other duties as assigned Well versed with MS Excel functionalities such as Pivot table, V-look up, etc HIRING Dialer Executive / WFM / RTA EXECUTIVES IN KOLKATA 700088. THIS POSITION IS ONLY FOR PEOPLE BASED OUT OF KOLKATA OR WILLING TO MOVE TO KOLKATA ON IMMEDIATE BASIS. ANNUAL CTC ON OFFER: 2 LPA TO 4 LPA CANDIDATES SHOULD BE WILLING TO WORK IN NIGHT SHIFT CANDIDATES MUST POSSESS EXCELLENT ENGLISH COMMUNICATION SKILL Interested candidates can Email CV at hr1@bellovista.net

GenesysPureConnect /GenesysCloud telephony0 Responsibilities: Providing support for allGenesysPureConnect /GenesysCloud telephony systems, including Dialer, Decisions, QMS, Interaction subsystems, WEM, Architect, reporting and handler development Working closely with other engineers to troubleshoot and resolve complex problems (some after- hours and on-call work required) Providing thought leadership and help develop telephony best practices and preferred methods Have a comprehensive telephony background and thorough understanding of SIP, VOIP, & QoS Researching, evaluating, and recommending architectural improvements and new technologies Identifying and proposing strategies around technical problems affecting team, communicates standards and gets buy-in on solutions Understand ITIL concepts and how to apply them effectively in the enterprise Have a thorough, working knowledge of the Agile project management paradigm Recognizing the importance of and being able to generate excellent documentation and diagrams Engaging in active listening and have effective written and verbal communication skills Demonstrating a proven ability to learn and grow through self-study Acting as a collaborative service provider to our internal and external customers Providing mentorship to junior team members and leading by example Thinking Enterprise and understand that every delivered solution must be consistent, redundant, standards compliant, well monitored, and thoroughly documented Supporting a large (>1000 employee), fast-paced, always-on, enterprise technology organization Requirements: 5+ years of practical, hands-on experience maintaining large (250 agents plus), multi-site, complex contact center environments 2+ years experience withGenesysPure Cloud, both administrative and development tasks Experience supporting call center technology is a must! E.g., Dialer, ACD, Call Recording, Wallboards Experience with omnichannel contact center technologies (Email, Chat, SMS etc.) Proven experience supporting contact center solutions and knowledge of best practices Experience working with carrier technologies is a plus. E.g., PRI/OC3/12/48, configuring trunk groups, troubleshooting line cards, and similar work Familiarity with ServiceNow or other similar CMS / SKMS GenesyscertificationsICCS, ICCE, ICDE, Cloud Certified Professional, Cloud Certified Developer Bachelors degree in an information technology related field or equivalent work experience

Skill required: Tech for Operations - Technology Architecture Designation: Solution Architecture Manager Qualifications: BE/Any Graduation/Master of Engineering Years of Experience: 13 to 18 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be part of the Technology for Operations team that acts as a trusted advisor and partner to Accenture Operations. The team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. We work closely with the sales, offering and delivery teams to identify and build innovative solutions.The Tech For Operations (TFO) team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results. Works closely with the sales, offering and delivery teams to identify and build innovative solutions. Major sub deals include AHO(Application Hosting Operations), ISMT (Infrastructure Management), Intelligent AutomationProcess of development of methodical information technology specifications, models and guidelines, using a variety of Information Technology notations. Estimating, architecting, implementing, testing, assessing and selling Technology Architectures, including but not limited to all the ADM Technology Architecture work-stream activities and deliverables, covering the required blueprint & roadmap, analysis, design, build, test and deploy phases. What are we looking for Candidate should have strong expertise in the Genesys Contact Center platformThis is the technical role on voice & contact center capability Should be skilled on solutioning global transformation and digitization projects services like Lex, OB Dialer, Omnichannel and other latest BPO industry business/customer experience enhancementShould have sound knowledge on global voice compliance and regulatory guidelinesUnderstanding of CCaaS pricing model and ways for cost optimizationSupporting voice & cloud contact center technology globallyPlaying a role of SME & engaged in solutioning for existing and new customers. Provide operational support for any escalated and complex issuesIn the past career, preferred Hands-on Genesys contact center experienceIndustry certifications in the Field of Voice A basic understanding on LAN/WAN (routers and switches) Microsoft OCS/Lynch and Unified messagingVoice experience with emphasis on Cisco platform with proven design/integration competence with Telcos ( Across Globe) and different PBX vendors ( Nortel, Cisco etc) Good Experience with call center technology ( Cisco IPCC) such as ACD (Automatic call distributions), ACD reporting tools, Voice recording solutions including data/screen recording (Nice, Witness etc), WFM (work force management tool) from IEX, Aspect etc Roles and Responsibilities: Focusing on the Contact center technology design & standards related work across all Accenture locations globally, reporting to the regional Technology Architecture & Standards Team Lead.Develop detailed technology designs, budgets & BOMs for firm and its clients requirements.Develop and document detailed designs, and technology migration strategies/integration plans for solutions to be implemented.Evaluate solutions from multiple vendors/options & provide recommendationsDevelop & enhance the Contact Center Technology Infrastructure StandardsDevelop detailed device configuration standards documents that will be used globally. Perform device configuration audits against the Device Configuration Standards.Undertake technology evaluations and present results and recommendations to Senior ManagementEnsure that all technology implementations are inline with the planned technical designLiaise effectively with other groups/teams within AccentureLead global architecture design initiatives on-behalf of the team Contribute to technical operational issues (Tier4) that have been escalated to the team.Operational SupportResolve detailed technical operational issues(L4) that have been escalated to the team and are within scope of IM&S Network Delivery ArchitectureEngage vendors in problem resolution as appropriate Qualification BE,Any Graduation,Master of Engineering

Required Qualifications: Undergraduate degree or equivalent experience 3+ years of experience in testing Genesys IVR applications and Conversational AI applications (including Voice BOT) 3+ years of experience in IVR Testing Tools - CYARA Velocity, CYARA Virtual Agent and CYARA Cruncher Hands-on experience in Voice BOT / NLU Testing Hands-on experience on Text-to-speech augmentation Hands on experience on SSML tags, Audio Augmentation Experience with Splunk queries and log validations Experience in call routing and skill-based testing Proven experience identifying and managing risks Proven Functional Testcase and Test data preparation Proven attention to details, strong work ethic and result orientation Proven excellent communication skills with ability to work independently and as part of a team Proven flexibility to support and manage multiple projects/deadlines simultaneously Proven ability to occasional work evening and weekend hours as required to support system deployments

What You'll Do Were hiring a Senior Tax Analyst for Sales and Use Returns to join our fast-paced team, reporting to the Lead/Manager. This role offers growth opportunities in an innovative environment. Youll manage complex returns for high-level clients, serving as their main point of contact. As part of the Premium Managed Returns Service, youll handle client inquiries and ensure satisfaction. Balancing multiple tasks and setting expectations is key to success. What Your Responsibilities Will Be You will prepare, review, and file sales/use, business, and occupation, and gross receipts tax returns for various filing periods. You will have to manage a group of customers as their main contact. You will research and resolve jurisdictional notices for customers. You will have to onboard and validate new sales/use tax return customers. You will identify and improve automation across different markets and tax areas. You will communicate regularly with customers, jurisdictions, and internal teams to resolve issues. You will have to perform quality checks on tax content and form changes. You will manage your workload to consistently meet or exceed deadlines. You will suggest improvements to processes and technology to better serve customers. You will collaborate with staff and management. You will troubleshoot critical issues to minimize risk. You will use expert knowledge of jurisdiction websites and data entry nuances. What You'll Need to be Successful Bachelors degree or a masters degree in Finance with 3 years of relevant experience. Comfortable working during US business hours. Consistently meets deadlines. Strong problem-solving skills and ability to collaborate on achieving goals. Quick to learn new software and tools. Advanced knowledge of Microsoft Office, especially Excel (Power Pivot, VLOOKUP, HLOOKUP). Experience in large corporate tax department, or ERP integration. Deep understanding of platform features (nexus, exemptions, marketplace rules, filing calendars, reporting). Basic understanding of transaction flow and tax return impact. Knowledge of tax calculation, data flow, returns mapping, and filing automation.

Job Area: Finance & Accounting Group, Finance & Accounting Group > Global Accounting Ops Center General Summary: Job Responsibilities: Conduct and review global accounts payable (AP) month-end close activities, including accruals Perform monthly and quarterly account reconciliation according to Qualcomm Policies Prepare Quarterly Reporting Schedules (QRS) to support 10-Q/10-K filings Oversee disbursement activities specifically India, including 3rd party payments and T&E Apply strong financial analysis skills for variance analysis of payable liability accounts Identify trends, variances, and provide actionable insight to leadership Provide ad hoc reports to HQ, local controllership team and other finance functions Recommend process improvements to enhance efficiencies and reduce manual activities Support audit activities by providing timely and appropriate data in line with company policies Ensure compliance with Sarbanes-Oxley and internal control requirements Expertise in journal entries and P2P accounting flows in Oracle Good knowledge of Oracle Financials (R12) and SAP Lead the team, guide and coach them as needed Efficient Stakeholder Management Qualifications/Requirements: CPA/CMA with 8+ years of experience in AP processes and financial analysis Experience in a multi-GAAP environment and shared service center Well versed with India nuances related to TDS, GST and Foreign payments Excellent written and verbal fluency in English Ability to learn/understand processes quickly and adhere to them accurately Has good fundamental organization and prioritization skills Flexible approach with a strong team spirit Effective interpersonal and communication skills and highly professional style Comfortable delivering against quantitative and qualitative performance metrics Good eye for detail Proficient IT skills including Excel, Alteryx, Visio, Tableau Minimum Qualifications: Bachelor's degree. 6+ years of Finance, Accounting, or related work experience. *Completed advanced degrees in a relevant field may be substituted for up to two years (Masters = one year, Doctorate = two years) of work experience. Applicants Qualcomm is an equal opportunity employer. If you are an individual with a disability and need an accommodation during the application/hiring process, rest assured that Qualcomm is committed to providing an accessible process. You may e-mail disability-accomodations@qualcomm.com or call Qualcomm's toll-free number found here. Upon request, Qualcomm will provide reasonable accommodations to support individuals with disabilities to be able participate in the hiring process. Qualcomm is also committed to making our workplace accessible for individuals with disabilities. (Keep in mind that this email address is used to provide reasonable accommodations for individuals with disabilities. We will not respond here to requests for updates on applications or resume inquiries). Qualcomm expects its employees to abide by all applicable policies and procedures, including but not limited to security and other requirements regarding protection of Company confidential information and other confidential and/or proprietary information, to the extent those requirements are permissible under applicable law. To all Staffing and Recruiting Agencies Please do not forward resumes to our jobs alias, Qualcomm employees or any other company location. Qualcomm is not responsible for any fees related to unsolicited resumes/applications. If you would like more information about this role, please contact Qualcomm Careers.