What You'll Do
Oversee the operation and continuous improvement of contact center technologies such as PBX, ACD, IVR, CTI, dialer campaigns, surveys, fax systems, and workforce management tools. Configure, maintain, and troubleshoot these platforms to ensure seamless performance and integration with business workflows.
Collaborate with IT and business teams to assess technical needs and implement solutions that enhance system efficiency. Diagnose and resolve incidents promptly, following structured change and incident management protocols. Design and refine call flows, system integrations, and updates through rigorous testing and configuration.
Provide training and direct support to end-users, ensuring effective adoption of tools and technologies. Monitor system capacity and performance, delivering insights that guide optimization efforts. Maintain comprehensive documentation for configurations, troubleshooting, and operational procedures.
Lead cross-functional discussions to gather requirements and communicate technical capabilities clearly. Stay current with advancements in contact center technology, including AI, chatbots, and cloud-based solutions, to recommend forward-looking improvements.
Requirements
- Minimum of 5 years supporting telephony and contact center systems including PBX, ACD, IVR, CTI, and Workforce Management
- Hands-on experience with Genesys Cloud and NICE cloud platforms
- Strong grasp of call routing, queuing, reporting, and analytics in contact center environments
- Proven ability to configure, test, and support complex integrations
- Familiarity with IT security principles in contact center settings
- Skill in translating technical details for non-technical audiences
- Proficiency in analyzing data to identify and solve performance issues
- Ability to manage multiple projects independently in a fast-paced setting
- Must be detail-oriented, organized, and capable of working autonomously
- Required to work during US business hours
Benefits
- Recognized as a Great Place to Work (Pune, 2021)
- Named to Best Companies for Women to Advance list (2020, 2021)
- Perfect score on the HRC Corporate Equality Index (2020, 2021)
- Support for professional development and personal growth
- Opportunities for community engagement
- Inclusive environment that values diverse perspectives
- Work culture that balances challenge, learning, and purpose
