124 Verint Jobs

At Verint, we believe customer engagement is the core of every global brand. Our mission is thelp organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with passion, creativity, and drive tanswer constantly shifting market challenges and deliver impactful results for our customers. Our commitment tattracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com . Overview of Job Function: This role leads both Major Incident Management (MIM) and Problem Management tensure swift incident resolution and long-term operational stability. The ideal candidate will serve as the primary point of contact for both functions, guiding incident response efforts, restoring services efficiently, and driving root cause analysis teliminate recurring issues. The position requires strong cross-functional collaboration, proactive analysis, and a continuous improvement mindset. A deep understanding of the ITIL framework is essential, with a strategic and tactical focus on enhancing Incident and Problem Management processes. Additionally, this role presents an opportunity tunify Incident, Problem, and Change Management under a cohesive, ITIL-driven approach contributing tgreater operational maturity and resilience. 6 8 years of overall IT experience, including 4 6 years of hands-on experience in Major Incident Management and Problem Management. Strong understanding of ITIL-based Incident and Problem Management processes. Proven experience leading MIM and Problem Management in dynamic tech environments. Ability tmanage both temporary workarounds and permanent resolutions effectively. Skilled in facilitating cross-team investigations, meetings, and conference calls with clear outcomes and timelines. Proficient in stakeholder communication during major incidents and chronic issues. Capable of forming and executing collaborative action plans with defined roles and deadlines. Maintain up-to-date documentation, including root cause analyses, impact diagrams, technical references, and action items. Proactively identify potential issues and service risks tprevent incidents. Provide regular reports and insights on incident trends and recurring issues. Continuously support process improvements and knowledge base enhancements. Develop and maintain tools and resources tmanage major incidents more effectively. Operate within a matrix organization, managing people, processes, and resources across support functions. Derive and work toward KPIs and goals as directed by leadership. Ability tmultitask, stay composed under pressure, and drive accountability across teams. Strong interpersonal, negotiation, influencing, and conflict-resolution skills. Excellent communication skills verbal, written, and presentation. Bachelors degree in engineering or equivalent. Principal Duties and Essential Responsibilities: Lead the Major Incident Management (MIM) function and serve as the primary point of contact across all supporting teams. Own Access Management responsibilities for cloud users. Operate effectively within a matrix organization tensure rapid service restoration and long-term issue resolution. Maintain structured issues and problem logs, tracking progress, and ensuring accountability. Guide post-incident investigations tidentify root causes and implement preventative measures. Facilitate post-incident reviews and document lessons learned tdrive continuous improvement. Adapt, deploy, and integrate tools tenhance visibility, collaboration, and efficiency in incident and problem tracking. Implement process enhancements tprevent repeat incidents and improve overall response effectiveness. Collaborate across teams tstrengthen the knowledge base and reinforce operational best practices.

About The Role : Job Title Product Owner SharePoint Online and Viva Engage Corporate TitleAssistant Vice President LocationPune, India Role Description We are seeking a dynamic and experienced Mid-Level Product Owner to drive the strategic vision, development, and execution of solutions for SharePoint Online, O365, and Viva Engage. As a key leader in our organization, you will play a pivotal role in enhancing productivity, collaboration, and communication across the enterprise by delivering innovative and user-centric digital workplace solutions. What well offer you , 100% reimbursement under childcare assistance benefit (gender neutral) Sponsorship for Industry relevant certifications and education Accident and Term life Insurance Your key responsibilities Product Strategy and Vision: Define and lead the strategic roadmap for SharePoint Online, O365, and Viva Engage, ensuring alignment with business goals and user needs. Define and evolve the product vision for SharePoint Online and Viva Engage in alignment with enterprise collaboration goals Own the product lifecycle from ideation through launch and continuous improvement. Collaborate with architecture and engineering teams to ensure alignment with technical standards and compliance frameworks Stakeholder Engagement: Collaborate with cross-functional teams, including IT, business leaders, and end-users, to gather requirements, prioritize features, and ensure seamless adoption of solutions. Act as the primary liaison between business units, engineering, and service operations Lead cross-functional meetings and workshops to gather requirements and feedback. Represent the product in governance forums and vendor discussions. Platform Management Oversee configuration, integration, and optimization of SharePoint Online and Viva Engage, including migration from legacy platforms. Drive adoption strategies, including training, communication, and change management Compliance & Security Ensure adherence to data governance, eDiscovery, and audit requirements Collaborate with InfoSec and Legal teams to manage risk and regulatory compliance. Performance & Metrics Define KPIs and success metrics for platform usage, engagement, and operational efficiency. Monitor analytics and user feedback to inform product enhancements and evolve product capabilities. User Experience: Advocate for an intuitive and accessible user experience, ensuring tools are optimized for productivity and collaboration. Agile Leadership: Act as the Product Owner in Agile development processes, maintaining a well-defined backlog, writing user stories, and ensuring timely delivery of features. Your skills and experience Qualifications Experience10+ years of experience in product management or ownership, with a strong focus on enterprise platforms like SharePoint Online, O365, and Viva Engage. Technical ExpertiseIn-depth knowledge of SharePoint Online, Microsoft O365 suite, and Viva Engage, including configuration, integration, and best practices. Agile MethodologyProven experience leading Agile teams and managing product backlogs. Communication Skills: Exceptional ability to articulate complex ideas and build consensus among stakeholders at all levels. Analytical MindsetStrong data-driven decision-making skills with the ability to analyse usage metrics and refine strategies accordingly. Preferred Skills Experience with Microsoft Power Platform, Teams, and integration tools. Familiarity with organizational change management and user adoption strategies. Knowledge of governance and compliance measures within enterprise environments. Certifications such as CSPO, SAFe PM/PO, or Microsoft 365 certifications How well support you . . . .

About The Role Job Title - GN - SONG - Service - Genesys - Analyst Management Level: 11-Analyst Location: Bengaluru, BDC7A Must-have skills: Genesys Framework Good to have skills: Knowledge of emerging technologies, cloud computing, and cybersecurity best practices. Job Summary : This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions. Roles & Responsibilities: Develop and execute technology transformation strategies, oversee implementation projects, and optimize digital capabilities for business efficiency. You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance. As part of these, you will Use in depth understanding of Genesys Engage/Pure Cloud:Ability to work in high-paced and complex projects Apply understanding of industry specific Customer Service processes:Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.) Deploy thorough understanding of Genesys Framework:Leading-edge expertise in implementing multichannel center applications using Genesys tools including Composer, Designer, GAX etc. Bring your best skills forward to excel at the roleAbility to use technical exposure to contact center and overall customer service areas:In depth understanding of Genesys Engage/Pure Cloud. Easily work in high-paced and complex projects:Use understanding of industry specific Customer Service processes, operations, and functional needs Deploy a strong designing skill:Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...) Maximize application design and development experience:Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms. Professional & Technical Skills: - Relevant experience in the required domain. - Strong analytical, problem-solving, and communication skills. - Ability to work in a fast-paced, dynamic environment. Additional Information: - Opportunity to work on innovative projects. - Career growth and leadership exposure. About Our Company | Accenture Qualification Experience: 3 to 5 Years Educational Qualification: BE Btech

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!

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

Mandatory Skills: Extensive experience developing and maintaining Cisco CVP/Voice Applications Bachelor s degree in Computer Science, Management Information Systems, or related area 5+ years of experience with Cisco UCCE platforms 5+ years of IVR Application development and support experience using Cisco CVP/Voice, VXML/ASR, TTS, Cisco Call Studio 10.5 and up 5+ years of experience working with CVP Studio, Java, and back-end integration with Databases and Web Services 5+ years of experience with Java 1.7+, Eclipse, Tomcat, Spring MVC, J2EE, SOAP, REST APIs Experience with CI/CD Pipeline & Tooling (Octopus) Familiarity and exposure to any Cisco 3rd Party Products (i.e., Nuance, Finesse, Verint, etc.) Other Skills: Experience with Agile development Ability to analyze complex business problems, propose effective solutions and understand and apply business vision and direction Ability to communicate effectively both orally and in writing to management, team members, business and technology professionals Ability to work in a fast-paced environment Team player with a great attitude

Company: Mercer Description: US Customer Engagement US Customer Engagement Delivery is seeking candidates for the following position based in the DLF, Gurugram office. Senior Analyst Plan Administration (B2) Last Date to Apply: What can you expect We are looking to hire Senior Analyst Plan Administration in the US Customer Engagement Team The role will be responsible for working within the US Teams and to deliver an excellent and consistent experience for the administration to support them by providing them timely feedback to improve the customer experience. This position is responsible for the administrative role as an individual contributor that assists in ticket intake and assignments, user access validation or changes, updates to standard operating procedures and call flow designs, and tier one troubleshooting of our Five9 and Verint applications. What is it for you 10 holidays along with 20 earned leaves, 7 sick leaves and 7 casual leaves in a calendar year Shared Transport (Provided the address falls in service zone) We will count on you to: Engages in activities that support the business in achieving an optimal degree of quality excellence Attends Huddles/Calibration meetings and collaborate with business leaders Provides ongoing colleague coaching and performance feedback Verbally and written Works directly with all levels of leadership to advise of potential quality issues; identify action/development plans to address such concerns Leads small internal quality enhancement projects (within team or assigned BU) Performs an appropriate level of regular evaluations for multiple Line of Business. Evaluates using an established quality form and tracks, assists, and verifies appropriate steps have been made to resolve corrections in a timely manner. Receives, researches, and provides resolution for disputes stemming from an observation on an evaluation Prepares quality data, information, and reporting Analysis of trends and interprets quality data to assists the business in taking swift action to address areas of concerns. Works directly with business to identify and pull archived calls and/or work pieces Assists business with creating, updating, and reviewing guidance/procedures in Knowledge Base to ensure alignment with to quality standards Note: Applicants should be flexible working in shifts What you need to have: Knowledge & Skills: Some experience in the healthcare domain Very good written and verbal communication skills Ability to comprehend US tele callers. Role will require to articulate and provide written concrete feedback to advisors Attention to details with the ability to complete large volume of work quickly Ability to work on multiple workflows simultaneously Team player with good interpersonal skills Confident and able to articulate thoughts clearly Should have basic computer application skills (Excel, PowerPoint, etc.) Background in performing quality audit will be preferable Eligibility: 1+ years experience overall What makes you stand out Good knowledge and experience in health insurance Strong Communication and presentation Skills Strong analytical, research and problem-solving skills, attention to details Disclaimer Please note that the relocation assistance shall not be provided for the said position Candidates who wish to apply for inter-location positions are required to check with the Transport Help Desk (THD) to confirm if their place of residence is within the served transport service zone Mention your employee id and official email address in the resume Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer s approximately 25,000 employees are based in 43 countries and the firm operates in over 130 countries. Mercer is a business of Marsh McLennan (NYSE: MMC), the world s leading professional services firm in the areas of risk, strategy and people, with 85,000 colleagues and annual revenue of over $20 billion. Through its market-leading businesses including Marsh , Guy Carpenter and Oliver Wyman , Marsh McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit mercer.com . Follow Mercer on LinkedIn and Twitter .

The Apex Group was established in Bermuda in 2003 and is now one of the worlds largest fund administration and middle office solutions providers. Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion. Thats why, at Apex Group, we will do more than simply empower you. We will work to supercharge your unique skills and experience. Take the lead and well give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities. For our business, for clients, and for you DisclaimerUnsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

The Apex Group was established in Bermuda in 2003 and is now one of the worlds largest fund administration and middle office solutions providers. Our business is unique in its ability to reach globally, service locally and provide cross-jurisdictional services. With our clients at the heart of everything we do, our hard-working team has successfully delivered on an unprecedented growth and transformation journey, and we are now represented by over circa 13,000 employees across 112 offices worldwide.Your career with us should reflect your energy and passion. Thats why, at Apex Group, we will do more than simply empower you. We will work to supercharge your unique skills and experience. Take the lead and well give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities. For our business, for clients, and for you DisclaimerUnsolicited CVs sent to Apex (Talent Acquisition Team or Hiring Managers) by recruitment agencies will not be accepted for this position. Apex operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our exclusive recruitment partners.

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

Overall : 3yrs - 5 yrs exp Relevant experience - minimum 2+ yrs mandatory Location: HSR Layout, Bangalore(WFO/Hybrid, No remote) Notice period - LWD should be within 08th Aug 2025 Kindly look for candidates: * Verint along with either WFO/WFM/OM(Operation Manager module Location : Bengaluru (Only Locals) Interested candidates can share their resumes to babitha@configusa.com Looking forward to connecting with right candidate !!!

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.

Location:Bangalore/Chennai/Mumbai/Noida Job Description : AWS Network, ALB, NLB, TGW, VPN, Direct Connect, ELB, Route 53, Aws network Firewall, WAF, Switching, Firewall, load Balancer WFO-Immediate

Role - Team Lead | WFM Skills - Work force management | Real Time Analysis | Capacity planning Exp - Min 4 Yrs Loc - Mangalore Notice should be of 30 days or serving notice 5 days working 2 days fixed | WFO | Both ways Cabs teena.ghrs@gmail.com

Hiring for WFM Scheduler/AM Scheduler in Bengaluru Experience 4+ Years Schedulers will utilize the Workforce Management scheduling tool(eWFM) to administer the processing of individual clusters engineer teams weekly work schedules and to schedule training, and other special events for the engineer teams. About the Role Develop, manage, and maintain comprehensive schedules. Single Point of Contact for the Business Unit. Structure set up to core scheduling activities. Required Skills Good knowledge of MS Office tools, SQL, PowerBi Excellent communication and interpersonal skills Proficiency with computers Willingness to work in a 24*7 shift environment Drive for self-learning and knowledge enhancement Exposure to the leave management system Contact Centre Workforce Management experience Extensive experience with WFM software Experience in IEX and Alvaria WFM tool is required, preferably Alvaria Team handling experience shall be an added advantage Ability to simplify complex operations into repeatable processes Comfortable in fast-paced environment Ability to make decisions in time sensitive ambiguous situations Ability to multitask and manage multiple projects simultaneously Strong problem-solving skills and adaptability to changing priorities - Education: Any Graduate - Salary: upto 9LPA Interested: Call: Rose (9873538143 / WA : 8595800635) rose2hiresquad@gmail.com

The role involves recording L2 & L3 issue resolutions, patch updates, upgrades, WFM troubleshooting, and handling archiving issues and speech analytics. You will participate in P1/P2 escalation calls, manage escalations with OEMs or other manufacturers, and ensure timely customer updates. Compliance with internal workflow procedures, administrative duties, and periodic on-call responsibilities are essential. Additionally, you will provide RCA to customers and offer presales support. Key skills required for this position include excellent customer service, strong communication (both written and oral), prioritization of tasks, analytical thinking, organizational skills, and attention to detail. You must have the ability to work independently or as part of a team, handle pressure, and be accountable for decision-making. Certification in loggers for NICE, Verint, Avaya, WFM, and WFO is mandatory. The ideal candidate should have at least 8 years of experience in implementing and supporting various loggers, with proven expertise in NICE, Verint, Avaya, Engage, WFO, AWFO, and WFM. Familiarity with Contact Center technologies, Microsoft OS, Microsoft Office, and web-based applications/interfaces is essential for success in this role.,

About the Company- Leading BPO in Bangalore Hiring for WFM Scheduler/AM Scheduler Experience 4+ Years Schedulers will utilize the Workforce Management scheduling tool(eWFM) to administer the processing of individual clusters engineer teams weekly work schedules and to schedule training, and other special events for the engineer teams. About the Role Develop, manage, and maintain comprehensive schedules. Single Point of Contact for the Business Unit. Structure set up to core scheduling activities. Responsibilities Forecast Upload and generate the Intraday Patterns (IDP) Schedule Generation and Optimization Review IDP (Requirement vs Schedule) with sites/Partners Recommend required headcount with sites/Partners by running different scheduling scenarios Generate IDP and calibrate it in IDP template based on shrinkage applied as per trending IR % Coordinate with stakeholders to gather requirements, priorities, and timelines for scheduling activities Ensure resource allocation aligns with project goals and organizational capacity Lead and motivate team members to achieve scheduling objectives efficiently Establish quality control measures to ensure accuracy and consistency in scheduling outcomes Drive continuous improvement initiatives to enhance scheduling processes and team performance Implement and oversee automation solutions for shift creation, time-off approvals, and schedule adjustments Identify inefficiencies in manual scheduling processes and implement automation to improve accuracy and efficiency Leverage machine learning and data analytics to enhance workforce scheduling models Stay updated with emerging technologies in WFM, automation, and AI-powered workforce optimization Explore RPA (Robotic Process Automation) opportunities to minimize manual interventions in scheduling Benchmark against industry leaders to adopt best practices in scheduling innovation Monitoring mailbox and managing the workload Will be actively involved in updating the real time exceptions and schedule changes through email request Qualifications Educational Qualification: Bachelors degree Required Skills Good knowledge of MS Office tools, SQL, PowerBi Excellent communication and interpersonal skills Proficiency with computers Willingness to work in a 24*7 shift environment Drive for self-learning and knowledge enhancement Exposure to the leave management system Contact Centre Workforce Management experience Extensive experience with WFM software Experience in IEX and Alvaria WFM tool is required, preferably Alvaria Team handling experience shall be an added advantage Ability to simplify complex operations into repeatable processes Comfortable in fast-paced environment Ability to make decisions in time sensitive ambiguous situations Ability to multitask and manage multiple projects simultaneously Strong problem-solving skills and adaptability to changing priorities Pay range and compensation package UPTO 9LPA Interested Candidates can mail their cv at simmi@hiresquad.in or call at 8467054123 ```

Functional: Recording Issues resolutions- L2 & L3. Patch updates & Upgrades. WFM Trouble shootings Archiving issues, Speech analytics etc. Participate in P1/P2 escalation calls and provide customer timely updates Open tickets and manage escalations with OEM and/or other manufacturers if necessary Compliance with internal workflow and administrative duties (project task reporting, timesheets, ticket open/close policy, etc) Periodic on-call required/Providing RCA to customers Presales support. Skills: Excellent customer relations/service skills. Communication both written and oral with excellent attention to clarity and delivery of information to a wide audience. Ability to prioritize and handle multiple tasks simultaneously. Strong analytical, reasoning and organizational and project task management skills. Exceptional attention to detail and follow through, including proper documentation. Ability to understand business systems technologies. Excellent Interpersonal Skills Self-motivated & ability to work on own or with teams Ability to work under pressure, handle multiple work assignments, prioritize work and be held fully responsible for decisions. Required certification on logger for - NICE, Verint, Avaya Loggers, WFM, WFO, Experience: 8+ years of Implementation & Support Experience working various loggers. Proven expertise with NICE, Verint, Avaya, - Engage, WFO, AWFO, WFM etc. Well Versed with Contact Center portfolio Comprehensive knowledge of technologies found commonly in a Contact Center environment. Microsoft OS both Client and Server, Microsoft Office, Web based Application/Interfaces.

Infinite Computer Solutions India Pvt. Ltd. is looking for Consultant to join our dynamic team and embark on a rewarding career journey Analyze business requirements and industry trends Provide expert advice to optimize operations Develop and implement strategic solutions Support clients in achieving business goals

Assist in addressing and resolving data quality issues reported by users and data stakeholders, including anomalies, inconsistencies, and data quality concerns. Participate in the monitoring, tracking, and management of data quality incidents and requests, ensuring timely and effective responses. Assist in creating and maintaining comprehensive documentation of data quality issues, resolutions, and best practices for reference and training. Support the Data Quality Service Desk Lead in managing and escalating complex data quality issues to the relevant teams, ensuring appropriate actions are taken. Assist in tracking and reporting on data quality incidents and metrics to ensure transparency and accountability. Excel Basic understanding of SQL. Good communication and Aptitude. Qualifications Graduate Additional Information 100% Work from Office (24 X7) No Mobile Phones/storage devices allowed within the floor Rotational shifts Current office location is Vikhroli however team will move to Thane (GB) in few months Job Location

Detailed job description - Skill Set: Technically strong hands-on Self-driven Good client communication skills Able to work independently and good team player Flexible to work in PST hour(overlap for some hours) Past development experience for Cisco client is preferred.

The purpose of this role is to provide significant technical expertise in architecture planning and design of the concerned tower (platform, database, middleware, backup etc) as well as managing its day-to-day operations Do Provide adequate support in architecture planning, migration & installation for new projects in own tower (platform/dbase/ middleware/ backup) Lead the structural/ architectural design of a platform/ middleware/ database/ back up etc. according to various system requirements to ensure a highly scalable and extensible solution Conduct technology capacity planning by reviewing the current and future requirements Utilize and leverage the new features of all underlying technologies to ensure smooth functioning of the installed databases and applications/ platforms, as applicable Strategize & implement disaster recovery plans and create and implement backup and recovery plans Manage the day-to-day operations of the tower Manage day-to-day operations by troubleshooting any issues, conducting root cause analysis (RCA) and developing fixes to avoid similar issues. Plan for and manage upgradations, migration, maintenance, backup, installation and configuration functions for own tower Review the technical performance of own tower and deploy ways to improve efficiency, fine tune performance and reduce performance challenges Develop shift roster for the team to ensure no disruption in the tower Create and update SOPs, Data Responsibility Matrices, operations manuals, daily test plans, data architecture guidance etc. Provide weekly status reports to the client leadership team, internal stakeholders on database activities w.r.t. progress, updates, status, and next steps Leverage technology to develop Service Improvement Plan (SIP) through automation and other initiatives for higher efficiency and effectiveness Team Management Resourcing Forecast talent requirements as per the current and future business needs Hire adequate and right resources for the team Train direct reportees to make right recruitment and selection decisions Talent Management Ensure 100% compliance to Wipros standards of adequate onboarding and training for team members to enhance capability & effectiveness Build an internal talent pool of HiPos and ensure their career progression within the organization Promote diversity in leadership positions Performance Management Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below Employee Satisfaction and Engagement Lead and drive engagement initiatives for the team Track team satisfaction scores and identify initiatives to build engagement within the team Proactively challenge the team with larger and enriching projects/ initiatives for the organization or team Exercise employee recognition and appreciation Mandatory Skills: Avaya Communication Manager. Experience: 5-8 Years.