4 Voice Bots Jobs

As a Lead IVR Systems Manager at our company, you will play a crucial role in planning, developing, deploying, and optimizing IVR systems. You will collaborate with product owners, designers, and business stakeholders to define IVR requirements and translate them into technical deliverables. Working closely with development teams, you will ensure timely delivery and alignment with technical standards. Managing project scope, timelines, resource allocation, and risks across multiple IVR initiatives will be key responsibilities. Your role will also involve defining and monitoring success metrics such as call containment, transfer rates, resolution rates, customer satisfaction, and error rates. You will oversee IVR testing and ensure production readiness. Driving continuous improvement, you will ensure that IVR systems evolve with business needs, regulatory requirements, and new technologies such as AI, NLP, and speech-to-text. Additionally, you will coordinate with vendors, telecom partners, and platform providers as needed. Your ability to prepare regular updates and reports for leadership on project health, risks, dependencies, and outcomes will be crucial in this role. To excel in this position, you should hold a Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field (a Master's degree is a plus). With 5-10 years of experience in program/project management, preferably in domains such as telecom, fintech, BPO, or customer experience, you should have a strong understanding of IVR systems, CTI, call routing, and telephony platforms. Experience with AI/ML-based IVR, voice bots, speech recognition, and NLP solutions will be advantageous. You should possess a solid understanding of the software development lifecycle, Agile/Scrum methodologies, and project management tools such as JIRA and MS Project. Excellent communication, stakeholder management, and coordination skills are essential for success in this role. An analytical mindset, the ability to interpret data, and manage multiple projects simultaneously in a fast-paced environment will also be beneficial. Joining our team will offer you a collaborative and output-driven environment that fosters cohesion across businesses through technology. You will have the opportunity to increase cross-sell opportunities, receive feedback from peer teams, and earn respect through your contributions. We believe in creating wealth for the right fit, and with our vast user base and ecosystem data, we are committed to democratizing credit for deserving consumers and merchants. This is your chance to be a part of India's largest digital lending story.,

As a Lead IVR Systems Manager, you will play a crucial role in planning, developing, deploying, and optimizing IVR systems. You will be responsible for collaborating with product owners, designers, and business stakeholders to define IVR requirements and translate them into technical deliverables. Your key responsibilities will include managing project scope, timelines, resource allocation, and risks across multiple IVR initiatives. Additionally, you will define and monitor success metrics such as call containment, transfer rates, resolution rates, customer satisfaction, and error rates. You will oversee IVR testing, ensuring production readiness, and driving continuous improvement to ensure IVR systems evolve with business needs, regulatory requirements, and new technologies such as AI, NLP, and speech-to-text. Furthermore, you will coordinate with vendors, telecom partners, and platform providers as needed and prepare regular updates and reports for leadership on project health, risks, dependencies, and outcomes. To excel in this role, you should possess a Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field (a Master's degree is a plus) along with 5-10 years of experience in program/project management, preferably in the telecom, fintech, BPO, or customer experience domains. A strong understanding of IVR systems, CTI, call routing, and telephony platforms is essential, with experience in AI/ML-based IVR, voice bots, speech recognition, and NLP solutions being advantageous. You should also have a solid grasp of the software development lifecycle, Agile/Scrum methodologies, and project management tools such as JIRA and MS Project. Excellent communication, stakeholder management, and cross-functional coordination skills are essential for success in this role. An analytical mindset with the ability to interpret data and derive insights, along with the capability to manage multiple projects simultaneously in a fast-paced environment, will be beneficial. Join us in this collaborative, output-driven program that aims to bring cohesiveness across businesses through technology. You will have the opportunity to increase cross-sell opportunities, receive feedback from peer teams, and earn respect through your support of their goals. If you are the right fit, we believe in creating wealth for you. With over 500 million registered users, 21 million merchants, and a wealth of data in our ecosystem, we are uniquely positioned to democratize credit for deserving consumers and merchants. Join us in India's largest digital lending story and be a part of our exciting journey!,

You are a dynamic and experienced BPO Technology Head with hands-on expertise in Genesys and other contact center technologies. In this leadership role, you will be responsible for driving the design, implementation, and optimization of the technology ecosystem that supports multi-channel customer service operations. The ideal candidate should be both strategic and technically proficient, capable of bridging the gap between business needs and technology solutions. Your key responsibilities include developing and executing the technology strategy for BPO and customer support operations. You will provide hands-on leadership in the implementation, configuration, and optimization of Genesys Cloud/Genesys Engage platforms. Additionally, you will oversee the architecture and integration of various tools such as ACD, IVR, CTI, WFM, quality monitoring, CRM, and analytics tools. Managing omnichannel capabilities and ensuring high availability and performance of systems will also be part of your role. You will design and rollout call center infrastructure in cloud environments and ensure interoperability and seamless integration between Genesys and supporting tools like Salesforce, Navitaire, etc. Overseeing real-time and historical reporting tools to enable performance optimization is crucial. Your knowledge of RPA, AI/ML, chatbots, voice bots, and other automation tools will help improve customer experience and operational efficiency. Exploring innovations in conversational AI, speech analytics, and customer journey orchestration is also expected. Leading a cross-functional team of IT engineers, developers, and tech support staff, as well as managing vendor relationships with Genesys and other third-party providers, will be part of your responsibilities. Negotiating service level agreements (SLAs), monitoring KPIs, and ensuring compliance with contracts are also key tasks. In terms of Security, Compliance, and Risk Management, you will ensure compliance with industry standards such as GDPR, HIPAA, PCI-DSS, and corporate security policies. Overseeing business continuity, disaster recovery planning, and incident management for contact center platforms is essential. The ideal candidate should hold a Bachelor's or Master's degree in Computer Science, Information Technology, or a related field. Proven hands-on experience with Genesys platforms, especially Genesys Cloud CX or Engage, in design, configuration, API integrations, and troubleshooting is required. Strong knowledge of contact center technologies like IVR, ACD, WFM, QM, CTI, CRM (e.g., Salesforce, Zendesk), telephony (SIP, VoIP), and analytics tools is necessary. Experience managing complex migrations and multi-site/global operations, as well as exposure to cloud platforms and containerized environments, will be advantageous. Your technical leadership and strategic planning skills, deep understanding of call center architectures, project and vendor management capabilities, omnichannel customer experience expertise, and proficiency in performance analytics and KPI management will be valuable assets. Excellent problem-solving and communication skills are also essential for this role. Preferred certifications include Genesys Certified Professional (GCP) Cloud CX or Engage, as well as PMP or ITIL Certification.,

You should have an understanding of configuring Genesys PureCloud and PureCloud BYOC Cloud. Design Genesys Architect flow using various Genesys tools, Google Dialog, and Voice Bots. Ensure proper coordination of software application design, development, testing, quality assurance, configuration, installation, and support to ensure smooth, stable, and timely implementation of work requests and issue resolution. Deep functional and technical understanding of APIs and related integration with external NLU services. Functional and technical understanding of building API-based integrations with Salesforce, MS Dynamics, etc. You should have 5 to 10 years of experience implementing multichannel self-service/IVR and Omni-Channel Routing Ige/PureCloud suite. Hands-on experience on Voice and Non-Voice (SMS, Email, Chat, etc.) applications solutioning using Genesys Cloud Architect. Experience in Genesys Infrastructure including QM, Dialer, Genesys WFM, Agent Assist, Text and Speech analytics, agent gamification. A Bachelor's Degree or equivalent in Computer Science, MIS, Engineering, or a directly related field is required, with a Master's Degree preferred. Ability to effectively communicate in both technical and business terms. Hands-on extensive experience in Genesys, Genesys Cloud platform. Ability to multitask, meet tight deadlines, shift and adjust work effort based on critical priorities and SLAs. Experience with Voice/Chat Bot technologies such as Genesys, Google DF, Lex, Nuance, etc. Generative AI experience is a plus. Key Skills required for this role include Genesys PureCloud, PureCloud BYOC Cloud, Genesys tools, Google Dialog, Voice Bots, QM, Dialer, Genesys WFM, Agent Assist, Text and Speech analytics, agent gamification, and Generative AI. Location for this position is CHN. The minimum required experience is 6 years. The contact person for this role is RMG, and the email ID is RMG@SERVION.COM.,