230 Genesys Jobs - Page 7

Skill : Google Dialog Flow Developer/ Lead Experience : 3 Years - 12 Years Location : PAN India. Job Description: 1. Experience building call center / collaboration / telephony platforms in a Cloud or On-Premises environment 2. Hands on Experience building Bots using Google DF Platform and integrate with Genesys PureCloud or any IVR system 3. Experience using Google DF and REST API for building the Bots 4. Working Experience in Google dialog workflows for interaction and routing 5. Development experience in Java, node.js would be must for Integration 6. Experience in integrating to Core platforms for Self-services in IVR, Bot etc., by developing REST API's using Node JS 7. Knowledge in Contact center technologies (including CRM and WFM) would be an added advantage 8. Experience in DevOps deployment pipes in MS Azure or AWS, would be must for this role 9. Experience in Agile frameworks, story boards, projects would be an added advantage 10. Knowledge on various components of Google CCAI.

Skill : Google Dialog Flow/GDF Developer Experience: 3 Years - 12 Years Location - PAN India Job Summary 1. Experience building call center / collaboration / telephony platforms in a Cloud or On-Premises environment 2. Hands on Experience building Bots using Google DF Platform and integrate with Genesys PureCloud or any IVR system 3. Experience using Google DF and REST API for building the Bots 4. Working Experience in Google dialog workflows for interaction and routing 5. Development experience in Java, node.js would be must for Integration 6. Experience in integrating to Core platforms for Self-services in IVR, Bot etc., by developing REST API's using Node JS 7. Knowledge in Contact center technologies (including CRM and WFM) would be an added advantage 8. Experience in DevOps deployment pipes in MS Azure or AWS, would be must for this role 9. Experience in Agile frameworks, story boards, projects would be an added advantage 10. Knowledge on various components of Google CCAI.

Skill required: Tech for Operations - Product Development Management Designation: App Automation Eng Senior Manager Qualifications: Any Graduation Years of Experience: 15 to 25 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 and drive exceptional results. Overall 15+ years of delivery and software implementation experience, good exposure in Customer Operations and Sales Operations domainSignificant and varied technology implementation experience in Customer Operations landscape for large clients enabling automation, digital adoption and customer successExperience in implementing in-house assets and third-party products such as AWS Connect, Genesys Cloud, Salesforce, Zendesk etc. and working closely with product vendors would be highly desirable Possesses strong analytical and problem-solving skills, with the ability to identify and resolve complex issues to closure in a timely mannerShould be assertive and have latitude in decision-making and determination of objectives and approaches to critical assignmentsCollaborate effectively with cross-functional teams and stakeholders across different levels of the organization (both internal and external)Excellent communication, executive presentation, and highly refined interpersonal skillsDriven to make customers successful, regardless of challenges or obstacles and be result-orientedUnderstand business processes and interactions with IT systems/ERPAbility to assess risks proactively and mitigate those in a timely manner What are we looking for Overall 15+ years of delivery and software implementation experience, good exposure in Customer Operations and Sales Operations domain Significant and varied technology implementation experience in Customer Operations landscape for large clients enabling automation, digital adoption and customer success Experience in implementing in-house assets and third-party products such as AWS Connect, Genesys Cloud, Salesforce, Zendesk etc. and working closely with product vendors would be highly desirable Possesses strong analytical and problem-solving skills, with the ability to identify and resolve complex issues to closure in a timely manner Should be assertive and have latitude in decision-making and determination of objectives and approaches to critical assignments Collaborate effectively with cross-functional teams and stakeholders across different levels of the organization Excellent communication, executive presentation, and highly refined interpersonal skills Driven to make customers successful, regardless of challenges or obstacles and be result-oriented Understand business processes and interactions with IT systems/ERP Ability to assess risks proactively and mitigate in a timely manner Roles and Responsibilities: In this role you are required to deliver technological solutions to our clients by working closely with Operations delivery and transformation teams to maximize intended operational and business benefits effectivelyRequires involvement in setting strategic directions to establish near-term goals for area(s) of responsibility and should drive asset adoption activelyInteraction with senior management levels at client and/or within Accenture, involving negotiating or influencing on design aspects, product roadmap definition and in realizing outcomesManages teams effectively and motivates through personal excellenceTakes full responsibility to resolve any issues in delivery in a timely manner by liaising with necessary stakeholders successfullyManages the Product Managers/Leads for each individual technology component of the solution.Participate in regular periodic status calls with account leadership and Steering CommitteeLocation :Role is based in Bangalore, but other locations considered for exceptional candidates. This role will require daily coordination among stakeholders in India, Europe, Philippines, and North America. Qualification Any Graduation

Key Responsibilities: Develop and maintain accurate forecasts for call volume, headcount, and capacity planning. Create and manage agent schedules, shift rosters, and staffing models in alignment with business needs. Monitor real-time operations to ensure optimal utilization and adherence to schedules. Track key WFM metrics such as service levels, shrinkage, occupancy, and adherence. Work closely with operations, HR, and training teams for effective manpower planning and shift management. Analyze performance data to identify trends and provide actionable insights for process improvement. Ensure timely communication of schedule changes, staffing requirements, and downtime updates. Assist in WFM tool configuration and reporting (e.g., NICE, IEX, Aspect, Genesys, etc.). Prepare dashboards, daily/weekly/monthly reports for management review.

Contact: Khushi@wissenpro.com | 8712650628 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!

Contact: Khushi@wissenpro.com | 8712650628 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!

Role & responsibilities We are looking for a detail-oriented and technically proficient WFM Reporting Specialist to join our internal Workforce Management team. In this role, you will be responsible for delivering accurate, insightful, and timely workforce reports and dashboards to support capacity planning, real-time management, and performance tracking. Experience with the Genesys WFM platform is mandatory , as you will work extensively within this environment to extract, analyze, and report data. Roles and Responsibilities: - Design, develop, and maintain automated and ad-hoc WFM reports and dashboards related to staffing, scheduling, adherence, shrinkage, occupancy, and performance metrics. - Extract and analyse data from the Genesys WFM platform , ensuring accuracy and alignment with business needs. - Collaborate with WFM planners, real-time analysts, and operations teams to understand reporting requirements and drive data-driven decisions. - Ensure consistency, integrity, and accuracy of all reporting outputs through regular validation and reconciliation processes. - Support capacity planning and forecasting cycles with historical data analysis and trend reporting. - Provide insights and variance analysis to explain operational deviations and support process improvements. - Assist in report automation and integration with BI tools (e.g., Power BI, Tableau) in collaboration with IT or analytics teams. - Create and maintain documentation for reporting processes and data sources. Mandatory Skills: Strong knowledge of WFM metrics: SLA, AHT, occupancy, shrinkage, schedule adherence, etc. - Advanced Excel skills (pivot tables, macros, complex formulas). - Experience creating dashboards and visual reports using Power BI, Tableau, or similar tools. - Strong analytical and problem-solving abilities. - Excellent communication skills to present insights and collaborate with stakeholders. - Desired Skills: - Questioning, Reasoning and Analytical - Ability to read and interpret and apply insights and recommendations - Experience creating dashboards and visual reports using Power BI, Tableau, or similar tools. - Familiarity with additional WFM tools like Verint, NICE IEX, or Aspect. Qualification: Any Graduate Total industry Experience 6+ years with minimum 4 years as a Reporting Specialist Please share your profile at surbhi.malhotra@nlbtech.com

NCR Atleos Network and Security Engineer role provides second level technical trouble support and the processing of alerts that could be the first sign of network and security incidents. The analyst is expected to have a solid understanding of basic network security that consists of the following but is not limited to firewalls, Switches, Wireless, VPN concentrators, SSL-VPN devices, IPS, reverse proxies, etc. The individual in this position will focus on network security and connectivity between NCR and non-NCR devices (customers, partners, Internet.) This position will be supporting remote site networks including secured segments in this remote networks. Overview Primary responsibility for a Primarily Geneys Purecloud and secondly a Cisco UCM Administrator and Cisco CUBE Administrator to support all aspects of the corporate IP Telephony infrastructure and systems. Additional responsibility for legacy corporate telecommunications infrastructure. Key Responsibilities Primary duties would be to manage, administer, and implement all aspects of the Genesys Purecloud environment. This includes call flows, call routing, troubleshooting, number management, queues, skills, data tables, etc. Preferred secondary skills would include corporate Unified Communications infrastructure including Cisco Call Manager, Cisco Unity Connection voicemail, eFax faxing solution, , Cisco Voice Gateways, Cisco Voice Routers, Cisco CUBE, Expressway, and Jabber. Manage and administer all aspects of Genesys Purecloud and/or its predecessors and associated platforms such as Pure Connect, Pure Engage, Interaction Center. Advanced knowledge of telecommunications, network and server related technologies. Must be knowledgeable in IP networking, LAN/WAN, VoIP, routers, switches, firewalls and VPNs and Cloud telephony including UCaaS and CCaaS. Advanced level problem solving and analytical skills. Insure the efficient and effective operation of the IP communication technology areas of NCR Atleos. Review and recommend improvements to operating policies and procedures and direct the proper implementation and maintenance of approved changes. Ensure effective management and monitoring of systems that comprise the layered security model that protects corporate network assets. Ensure that all IP telecommunication technology functions are being completed in accordance to regulatory and procedural guidelines. Disaster recovery and backup responsibilities for both Genesys and Cisco UCM. Participate in the development of the business disaster recovery plan for employee computing and local area networks throughout Cardtronics Corporation. Participate in the execution of disaster procedures should such an event occur needing new equipment or a reload of current software. Receive assignments from the Voice Services Manager or Voice Services Architect in the form of projects with general objectives defined. Work independently on developing project priorities and implementation schedules. Keep manager advised of progress of all projects on a timely basis. Perform other duties as requested by supervisor. Perform duties generally expected of administrative staff employees. Excellent written and verbal communication skills. Advanced project management skills. Ability to work independently, with little direction. Ability to develop plans for the implementation of telecommunications hardware, software and applications. Strong presentations skills, ability to provide presentations to management and training for internal and external customers. Ability to work provide 24x7 support as required. Qualifications/Experience: Associate Degree or the Equivalent Experience. Specialty: information or computer technology, or business administration. (Required) 3 or more years Operation, configuration, customization, and/or maintenance of Genesys Purecloud. (Required) 3 or more years Cisco, Microsoft TCP/IP internetworking, switching, routing, and server infrastructure. (Preferred) 3 or more years Monitoring and managing Cisco UC network (Preferred) Certifications Preferred Genesys Cloud CX: Professional Certification (GCX-GCP) Genesys Cloud CX: Developer Certification (GCX-GCD) Genesys Cloud CX Specialist Certifications Cisco CCNA Voice/Collaboration Cisco CCNP Voice/Collaboration

Qualifications - - Undergraduate degree or equivalent experience. 3 - 5 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. • Knowledge on Python coding is preferable. • Hands-on experience in Voice BOT / NLU Testing • Hands-on experience on Text-to-speech augmentation. • Hands on experience on SSML tags, Audio Augmentation • Functional Testcase and Test data preparation. • Experience with Splunk queries and log validations. • Experience in call routing and skill-based testing. • Attention to details, strong work ethic and result orientation • Excellent communication skills with ability to work independently and as part of a team. • Proven experience identifying and managing risks. • Flexibility to support and manage multiple projects/deadlines simultaneously. • Ability to occasional work evening and weekend hours as required to support system deployments

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

Key Responsibilities: The Service Desk Solution Manager works with a team of Solution Managers and Solution Architects in the Solution Management organization within our Digital Workplace Solutions business unit. As such, this role is responsible to create durable and commercially viable solutions using innovative technology, process improvements, and reseller partner opportunities that will enable Unisys to both expand its Service Desk business and improve the efficiency of those services. The Service Desk Solution Architect will contribute to the ideation, technology architecture, collateral development, creation of Service Descriptions, delivery partner engagement, go to market strategy, preparation of cost and price models, sales enablement, pipeline curation, and continuous improvement of Unisys Service Desk offerings. This role creates artifacts that are used by stakeholders within other Unisys organizations to market, sell, solution, price, and deliver Service Desk services. This can include: marketing messaging, whitepapers, sales battlecards, client-facing documentation, sales training, demo capabilities, service descriptions, solutioning guides, costing guides, cost models, RACIs, and Statements of Work. This role: Participate in all elements of the Portfolio Lifecycle Management process, Evaluate business requirements to come up with the technical solution to solve business problems, Design end-to-end technology solutions for contact centers and remote support platforms, including omnichannel cloud contact center and AI-driven support tools, Define integration strategies between service desk support systems such as ITSM, CRM, ticketing systems, workforce management, and analytics platforms, Ensure solutions align with enterprise architecture standards, security policies, and compliance requirements, Develop high level design, low level design, data flow diagrams, support models, user manuals, API documentation, guides, KBs, product manuals, etc., Evaluate emerging technologies (e.g., CCaaS, UCaaS, AI/ML, RPA) for applicability to contact center use cases, Develop proof-of-concepts (PoCs) and prototypes to validate architectural decisions and demonstrate feasibility, Define and oversee solution testing strategies, including functional, performance, and failover testing, Coordinate and oversee pilot deployments to validate solutions meet their goals. Work closely with developers, infrastructure teams, and delivery operations to ensure successful solution hand off into production, Work with technical teams to put together technical reference architectures and demos, Collaborate with vendors and internal stakeholders to assess and select appropriate platforms and tools, Identify potential security risks in the solutions proposed and develop road-map to mitigate them, Consider how Service Desk evolution aligns with the overall DWS strategy and partner ecosystem, Contribute to strategic solution business planning, service excellence improvement, and innovation, whilst ensuring governance maturity, Assist in the research, ideation, and creation of vision, strategy, and roadmap for the offering, collecting input from external analysts, delivery partners, sales, and existing Unisys clients, Analyze feasibility to augment existing Service Desk services by leveraging automation and AI in order to improve efficiency, Assist with managing solution and roadmap plan schedules to meet launch commitments, Work with delivery to determine licensing, transition, and labor costs for the purposes of developing a repeatable cost model and associated statement of work, May present Service Desk technical capabilities and architecture to key clients. You will be successful in this role if you have: Skills and Qualifications: University degree and/or 5-10 years of related experience with the delivery of IT support services and solution architecture. 5+ years of contact center and remote support technologies design, operations, development, implementation, and support. Strong knowledge of platforms such as Genesys, NICE, Five9, Amazon Connect, or similar. Strong knowledge of ITSM platforms such as Service Now, BMC Helix, or similar. Experience and in-depth understanding of service desk operations. Experience with AI/ML in customer support (e.g., chatbots, sentiment analysis) preferred. Experience with cloud platforms (AWS, Azure, GCP) and microservices architecture Understands and knows how to implement ITIL processes such as Portfolio Management and Service-level management. Well versed in the practical delivery of Incident Management, Problem Management, Service Management, Asset Management, Major Incident Management, Knowledge Management, and Request Management. Familiar with proactive incident detection and resolution. Familiar with the development and usage of SLAs, KPIs, and XLAs. Ability to think outside the box Takes the initiative in connecting and collaborating with individuals across the globe and in various time zones. Highly motivated, working effectively remotely without constant oversight. Initiative-taking, consultative and an excellent problem solver. Able to explain complex topics simply. Open-minded, hands-on mentality, curious, hands-on, and pragmatic character. Able to evaluate tradeoffs between build vs. buy options, taking into consideration multiple use case scenarios while planning innovations and considering the future. Understanding of deal financials with a basic understanding of accounting principles. Ability to gain buy-in and cooperation from a wide range of stakeholders without direct authority. Comfortable working in innovative technology and in a fast-paced environment. Willing to be client facing with strong communication skills.

Main Responsibilities Responsible for working with business/product owner and gathering requirements Define HOOs, Skills, IVR prompts, priorities and other configuration details Define requirements around WFM and QM Consolidate and simplify IVR flows by optimizing flows Define best practices for prompts for chat and self-service Creating stories and sub tasks in Jira, attach documentation to stories Obtain approvals from product owners in timely manner Work with offshore developers and get requirements built Conduct workshops and present demos of work completed, gather feedback and update stories Work with SMEs and architects to document dependencies Work closely with the internal teams to understand current needs, identify the desired process models and solution architecture Lead, facilitate and provide business expertise Contribute to project plans, to obtain approval for detailed plans and resource estimates Present weekly status reports to leadership Must Have: 5+ years of experience in leading CCaaS platform such as Genesys , NICE or Avaya 2+ years of extensive hands-on experience on WFM, Reports, Dashboards, Contact center SLAs Knowledge of Jira and Scrum Must have overview of integrations such as I/P output parameters, real time/batch integrations etc. Good understanding of SDLC

for ensuring Job Description Date Completed: Job Title: Voice Engineer 1 Salary Grade / FLSA: Salaried / Exempt Last Revised: Job Code: Reports to: IT Infrastructure Operations Manager Prepared by: Mukesh Prakash Date: May 30th, 2025 Job Summary: The Voice Engineer position in the Telecom Infrastructure Operations segment of IT is part of a high-performing team supporting over 2000 remote locations worldwide, including 3 corporate Data Centers in North America and 30 Data centers in Europe. The general responsibilities of the team include operational responsibility for Telecom connectivity, stability, security and compliance, as well as the support of technology such as Cisco UCCE, Cisco UC, Genesys and MITEL Voice Technologies, Call Recording, Messaging and Monitoring. This position is responsible to ensure the continued enhancement of features, security and support for LKQs evolving Telecom environment. Essential Job Duties: Ensure the continued smooth operation of the global voice infrastructure for LKQ and acquired businesses. Provide support for the full suite of Cisco Contact Center (ICM, Rogger, PG, CVP, VVB etc.) and Unified Communications (CUCM, CUC, IM&P) and Genesys Provide support for e911 initiatives and Call recording Solutions. Provide support for on-prem and remote (softphone) installations. Provide support for collaborative tools (MS Teams, WebEx, Jabber, etc.) Implement critical and global voice changes in alignment with evolving Security Requirements, including stringent PCI Compliance initiatives (Eckoh, device patching, etc.). Provide support and solutions for Dial Peers, Dial Plans, SIP registration and SIP Trunking. Produce reports on the health of the network environment. Troubleshoot issues and provide solutions. Participate in on call schedule as needed. Assume other duties as assigned. Basic Qualifications Education & Experience: Bachelor's degree in computer science, Information Technology, or equivalent work experience. 8+ years of IT voice and networking experience with responsibility for installing and maintaining Cisco UCCE including Cisco VoIP phone systems, routers, switches and network/voice management software and Genesys. Cisco Certifications CCNA Voice required, (CCVP or CCNP highly preferred). Genesys Certifications Knowledge/Skills/Abilities: Expert knowledge of Cisco UCCE, Cisco UC, Genesys and Mitel Expert Knowledge of UCCE Call flow and UCCE components CVP, ICM, Rogger, Finesse, CUIC and Live data etc. Expert knowledge of Session Initiation Protocol (SIP). Expert knowledge of building Auto Attendants, Call Groups, Route Points and Auto Dialers. Expert knowledge of working and supporting redundant equipment and circuit designs. Working knowledge of Quality of Service. Experience with a variety of routing protocols including EIGRP, BGP, OSPF Knowledge of monitoring tools (e.g. SolarWinds, Live Action, Wireshark). Knowledge of collaborative tools (e.g. MS Teams, WebEx, Jabber). Experience with ServiceNow or other ticketing/CRM solution. Experience with provisioning scripting. Experience with ITIL, with a focus on following and developing corporate ITIL processes. Good written and verbal communication skills, with a fluency in English, to work effectively with team members, support personnel, and clients. Self-motivated with the ability to effectively interact with all levels within the company. Ability to follow instructions and accept constructive feedback. Deal tactfully with users, co-workers and the general public. Self-motivated, hardworking, and dependable. Familiarity with cloud-based solutions. Expert-level experience supporting highly available services. Proven troubleshooting skills. Ability to multitask and meet project deadlines with minimal supervision. Decision Making Examples: A site is experiencing audio issues with its handsets. The issues are sporadic, but involve audio delays and call drops. A site is transitioning most of its workforce from on-site to remote agents. Team Member: You have been assigned to the job title shown above. The duties shown are the generally accepted duties at LKQ Corporation for this role. Your duties may vary depending on your specific department /location, and your supervisor will discuss these variances with you. By your signature below, you acknowledge that you have discussed this role with your supervisor and understand your assigned duties. Team Member (Print/Sign) Date Supervisor (Print/Sign) Date

Roles and Responsibilities : Design, implement, and maintain complex network infrastructure using Genesys Cloud. Troubleshoot issues with voice networking systems to ensure optimal performance and reliability. Collaborate with cross-functional teams to identify areas for process improvement and implement changes as needed. Provide technical support to customers through phone, email, or chat channels. Job Requirements : 5-13 years of experience in a similar role within the IT Infra industry. Strong knowledge of Genesys cloud and Contact Center Experience with voice networking technologies such as VoIP, SIP, H.323 protocols etc.

Job Title: Genesys Cloud Developer 100% Remote US PST hours Job Description: We are looking for an experienced Genesys Cloud Developer with 6-8 years of hands-on experience in contact center IVR and self-service development. The ideal candidate is technically strong, AI-savvy, and passionate about building smart, scalable customer experiences. Key Responsibilities Build conversational bots and voice experiences integrated with AI platforms (e.g., Azure Copilot, Genesys Bots, OpenAI APIs). Design and develop IVR and self-service flows using Genesys Cloud CX. Develop and optimize speech-enabled applications and call flows. Write and maintain code in Node.js, Python, or Java. Collaborate with cross-functional teams to deliver seamless and innovative solutions. Qualifications Bachelors degree in Computer Science or a related field. 6+ years of experience in contact center IVR and self-service application development. Deep knowledge of Genesys Cloud CX platform. Strong background in speech application design and bot frameworks. Proficient in at least one programming language: Node.js, Python, or Java. Eagerness to learn and adopt new technologies. Preferred Qualifications Genesys Cloud certification. Experience in healthcare or banking sectors Interested Candidate can apply : dsingh15@fcsltd.com / asingh21@fcsltd.com 9667680541

Roles and Responsibilities Manage workforce management (WFM) processes to ensure efficient scheduling, forecasting, and real-time analysis. Analyze data from various sources such as Genesys, Real Time Analysis (RTA), and other relevant systems to identify trends and areas for improvement. Provide insights on labor productivity metrics to optimize resource allocation. Develop and maintain accurate forecasts using historical data, seasonality, and external factors like weather or holidays. Desired Candidate Profile 3-7 years of experience in Workforce Management (WFM) or a similar field. Strong understanding of Genesys platform and its applications in WFM. Proficiency in Real Time Analysis (RTA) tools for data analysis.

Leading BPO in BANGALORE Hiring for Sr Planning Analyst//Capacity Planning Experience 4+ Years in WFM CTC UPTO 8LPA based on Last CTC Shifts 24*7 Looking for Candidates with Lesser notice or immediate Joiners Role and Key Responsibilities: Create Capacity Plans for Enterprise and co-create with partners for their sites Prepare, monitor and generate appropriate mathematical models and leverage WFM Tools to generate staffing requirements Oversee the overall Capacity planning for HC Continuously monitor the performance against the plans and refine and redefine assumptions as and when required Modeling FTE requirement for long and Short-term including capacity recommendations to close gaps and optimize resources Conduct Stakeholder review meetings with the Stakeholders for Sign-off of Short-Term Capacity Plan Maintain Historical Data and trends Review DOW and Intraday Patterns AHT profiling Assumption Management Own HC reconciliation with partner WFM teams Key Skills and knowledge: Overall experience of 4-6 years and at least 2-3 years in a planning role. Experience in managing a multi-site and multi-vendor environment Strong process and mathematical orientation Experience of data modelling, simulations and scenario planning Experience of stakeholder management and aptitude of planning risk identifications Analytical and good understanding of Contact Centre metrics Strong business acumen Good communicator and a collaborator Strong Communicator and decision maker Hands on Experience on Anaplan will be an added advantage. Strong attention to detail and sense of professionalism and ability to develop relationships Qualification: Graduate Interested Candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Leading BPO in BANGALORE Hiring for WFM RTA Require 2+ Years Experience in WFM RTA Require Excellent Communication Skills CTC UPTO 5.5LPA based on Last CTC Shifts 24*7 Looking for Immediate joiners// Candidates with Lesser Notice period Role and Key Responsibilities: The Lead WFM Analyst will act as a liaison between the Centralized and Site WFM teams. • The Lead WFM Analyst is responsible for team project organization, and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site teams, and leadership. • Preparation of daily / Weekly / Monthly MIS reports & presentations / decks • Preparing of schedules using Erlang for different queues across multiple locations • Resolve escalated issues and requests from site management • Root cause analysis of SLA deviations, action plan development and resolution • Monitor real-time queue, schedule adherence & attendance. • Key daily exception requests and update schedules • Cross-train with Scheduling Analyst • Optimize breaks the day of or day before the actual schedule • Schedule ADHOC intra-day training requests and update schedules • Produce and analyze daily efficiency reports (representative availability, access level etc.) • Attend centralized and/or site management meeting, as required Key Skills and knowledge: Required good communication skill. • Required good knowledge of MS Excel & Power point. • Proficiency with computers • Willing to work 24*7 • Candidate with Scheduling & Forecasting skill will be preferred. • Ability to handle pressure situations • Drive for self-learning and knowledge enhancement Experience Contact Centre Workforce Management experience • Ability to simplify complex operations into repeatable processes • Comfortable in fast-paced environment • Ability to make decision in time sensitive ambiguous situations Interested Candidates can mail their cv at simmi@hiresquad.in or call at 8467054123

Project Role : Application Developer Project Role Description : Design, build and configure applications to meet business process and application requirements. Must have skills : Python (Programming Language) Good to have skills : Genesys Cloud AI, AI Penetration TestingMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Developer, you will be responsible for designing, building, and configuring applications to meet business process and application requirements. Your typical day will involve collaborating with teams to develop innovative solutions and contribute to key decisions in application development. Roles & Responsibilities:- Expected to be an SME- Collaborate and manage the team to perform- Responsible for team decisions- Engage with multiple teams and contribute on key decisions- Provide solutions to problems for their immediate team and across multiple teams- Lead the development and implementation of new application features- Conduct code reviews and provide technical guidance to team members- Stay updated on industry trends and best practices to enhance application development processes Professional & Technical Skills: - Must To Have Skills: Proficiency in Python (Programming Language)- Strong understanding of software development lifecycle- Experience in designing and implementing scalable applications- Knowledge of cloud technologies and deployment strategies- Hands-on experience with database management systems Additional Information:- The candidate should have a minimum of 5 years of experience in Python (Programming Language)- This position is based at our Bengaluru office- A 15 years full time education is required Qualification 15 years full time education

The Genesys Engage, Service Management role involves working with relevant technologies, ensuring smooth operations, and contributing to business objectives. Responsibilities include analysis, development, implementation, and troubleshooting within the Genesys Engage, Service Management domain.

Role - Planning & Scheduling Analyst Work Location - Bengaluru/Hyderabad (WFO) Develop, manage, and maintain comprehensive schedules Structure set up to core scheduling activities Please Call/ Whatsapp @ 6002281943/7575955995/8559900185 Required Candidate profile Should have experience in WFM planning and scheduling Must have experience in IEX/Genesys/Alavaria tools Minimum 4 years experience in WFM domain Excellent communication in English

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

Project Role : Application Developer Project Role Description : Design, build and configure applications to meet business process and application requirements. Must have skills : Genesys Cloud CX Good to have skills : NAMinimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Developer, you will be responsible for designing, building, and configuring applications to meet business process and application requirements in Pune. You will play a crucial role in the development and implementation of innovative solutions. Roles & Responsibilities:- Expected to be an SME- Collaborate and manage the team to perform- Responsible for team decisions- Engage with multiple teams and contribute on key decisions- Provide solutions to problems for their immediate team and across multiple teams- Lead the application development process- Conduct code reviews and ensure coding standards are met- Implement best practices for application development Professional & Technical Skills: - Must To Have Skills: Proficiency in Genesys Cloud CX- Strong understanding of cloud-based application development- Experience with API integration and development- Knowledge of Agile methodologies for software development- Hands-on experience with DevOps tools and practices Additional Information:- The candidate should have a minimum of 5 years of experience in Genesys Cloud CX- This position is based at our Pune office- A 15 years full-time education is required Qualification 15 years full time education

Exciting Opportunity: Dialer / MIS & Sales - Team Leader Location: 11th Floor, Crescent 3, PRESTIGE SHANTINIKETAN, ITPL Main Road, Whitefield Office Timing: 9:30 AM - 6:30 PM Weekends Off: 2nd & 4th Saturday Off + All Sundays Off! No Field Sales, No Rotational Shifts If you're looking for a stable, rewarding career with great work-life balance , weve got the perfect role for you! Role & Salary Details: MIS & Dialer Expert Up to 35,000/month (Minimum 6 years of experience) Team Leader (Sales) – Up to 33,000/month (Minimum 5 years of experience) What We’re Looking For: Strong analytical & reporting skills Excellent communication & leadership abilities Experience in managing dialer operations Proven success in sales & team management Why Join Us? Competitive salary & growth opportunities A dynamic work environment with supportive leadership Fixed work hours & guaranteed work-life balance If you’ve got the skills, the drive, and the experience , we’d love to hear from you! Please call to - Peter Armas - +91-8790816328 or email to Panthiv.Joshi@teleperformancedibs.com Rituraj.Mehta2@teleperformance.com Apply now and take the next big step in your career!

Requirements: Candidate should hold max 1.5 yrs of experience in RTA (WFM) Good communication skills Ability to work in different shifts 24*7 (Includes night shift) Experience / Relieving letter of previous two companies mandatory for an experienced candidate. Immediate joiners preferred Job Description Monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors Drive real time management performance for In-house contact centers and Vendors. Drive skilling and priority changes for In-house contact centers and Vendors Would constantly monitor, track, communicate and document real time floor activities in terms of adherence to defined processes. Responsible for approving and plotting real- time schedule exceptions, and increasing accurate, timely, and relevant intraday reports. Simulating different scenarios, developing contingency plans for unexpected events and invoking those plans when required. Ability to conduct root cause analysis and provide operational actions. Publish intraday reports and attendance at regular intervals. Recommend overtime requirements. Provide ad-hoc data and regular reporting. Work extensively on worksheets. Kindly confirm your availability through a call or an email bhagyashri.kadam@etraveligroup.com | 9076091032 Refer your friends who would be interested for this job role. OR Feel free to walk in for the Interview on the below mentioned address