Match Score
Against your primary resumeLogin to See Your Match Score
Create a free account or log in to unlock your CV match score across:
Protocol Intelligence
Data-driven signals on your job's competitivenessLog in to see why each signal reads the way it does.
Job Description
Structured overview of role & requirementsAbout This Role
Ensure high availability, reliability, and strong performance of contact centre voice services including Genesys CX, IVR, ACD, call routing, and voice analytics.
Manage incidents, service requests, problems, change and continual improvement initiatives related to voice platforms with accountability for incident resolution within SLA and service uptime.
Collaborate with technology teams, operations, vendors and business stakeholders to lead investigations, implement changes, perform root cause analysis, and deliver measurable service improvements including automation.
Minimum Requirements
6–10 years experience in contact centre technology, voice operations, Genesys CX, telephony or IT service management.
Proven expertise supporting contact centre/voice platforms such as Genesys cloud solution, IVR, ACD, and routing.
Knowledge of ITSM processes and tools (incident, problem, change management; Jira/Confluence).
Location requirement: Bengaluru
Ideal Candidate Profile
Experienced operating with complex voice and telephony platforms focusing on service availability, incident management, and continual improvement.
Strong analytical skills with ability to analyze logs, call traces, and interaction data to resolve issues and reduce recurring defects.
Comfortable working cross-functionally with vendors, business and technical teams to translate technical impacts and lead major incident responses and service improvement efforts.