Role and Responsibilities

• • Analyzing users stories and/use cases/requirements for validity and feasibility
  • Execute all levels of IVR testing (System, Integration, and Regression)
  • Detect and track software defects and inconsistencies
  • Provide timely solutions
  • Apply quality engineering principals throughout the Agile product lifecycle
  • Provide support and documentation

Minimum Requirements

• Technical skills
  • Must have 6+ years of experience in the required skills below.
  • Candidate with Strong and deep understanding of IVR projects.
  • Proficient in IVR Call Flow Testing using Dialogflow and Cyara, including Google Dialogflow simulation.
  • Experience in Automation Testing and Web Service Testing
  • Extensive Manual Testing Experience with IVR application including Test Planning, Test case Design, System and Functional Testing, Testing Complete projects deliverable within set time lines and quality standards - Mandatory.
  • Experience in Contact Center technologies, understanding of call flows, call routing logic and data that drives testing call routing technologies.
  • Knowledge on project Management Tools in Azure Dev ops
  • Knowledge on maintaining test environment
  • Good experience with using SQL
  • Effective Test Data and Test Metrics Preparation
  • Analyzing the test results and preparing the test report
  • Team Handling Capabilities, Provide Trainings to the Team on related skill

• Business Skills
  • Capable of working on or leading a team through a fast paced and complex project
  • Excellent verbal and written business communication skills (English is a must), including escalation management and information presentation
  • Prior experience in working in a customer facing role
  • Knowledge of customer service processes
  • Exercises good judgment
  • Strong follow-through, ownership & responsibility on tasks assigned
  • Effective time management and maintains flexibility
  • Demonstrate flexibility to adjust working hours to match customer and team interactions

Qualifications and Education Requirements

• Any engineering/Masters degree with relevant experience

Preferred Skills 

                 Cyara automation tool, Azure Dev ops Experience.

Job Title: Contact Center Architect

Job Summary: The Contact Center Architect with a development background will be responsible for designing, implementing, and optimizing the architecture of our contact center solutions, with a strong emphasis on custom development and integration. This role involves working closely with business stakeholders, IT teams, and vendors to ensure the contact center infrastructure meets current and future needs. The ideal candidate will have a robust technical background in software development, excellent problem-solving skills, and extensive experience with contact center technologies.

Key Responsibilities:

1. Architectural Design & Implementation:
   • Design and develop scalable, reliable, and high-performance contact center solutions.
   • Evaluate and select appropriate technologies and platforms for contact center operations.
   • Develop custom applications and integrations to enhance contact center functionality.
   • Ensure that architectural designs align with business goals and technical requirements.
2. Software Development:
   • Lead the development of custom software solutions for contact center needs.
   • Write clean, maintainable, and efficient code following best practices.
   • Perform code reviews and ensure adherence to development standards.
   • Integrate contact center systems with other enterprise applications (CRM, ERP, etc.).
3. Technical Leadership:
   • Provide technical guidance and leadership to the contact center development team.
   • Lead the integration of contact center systems with other enterprise systems (CRM, ERP, etc.).
   • Establish best practices and standards for contact center architecture and development.
4. Stakeholder Collaboration:
   • Work closely with business stakeholders to gather and analyze requirements.
   • Collaborate with IT and operations teams to ensure smooth implementation and operation.
   • Liaise with vendors and service providers to procure and manage contact center technologies.
5. Performance Optimization:
   • Monitor and analyze the performance of contact center systems.
   • Identify areas for improvement and implement solutions to enhance efficiency and customer satisfaction.
   • Conduct regular system audits and implement security best practices.
6. Project Management:
   • Manage and lead contact center projects from conception to completion.
   • Ensure projects are delivered on time, within budget, and meet quality standards.
   • Prepare and present project reports to stakeholders and senior management.
7. Training & Documentation:
   • Develop and deliver training programs for contact center staff on new technologies and processes.
   • Create and maintain comprehensive documentation for contact center architecture and processes.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or related field. Master’s degree preferred.
• Minimum of 7-10 years of experience in contact center technologies and architecture.
• Proven experience with contact centre platforms such as Avaya, Cisco, Genesys, Google CCAI, AWS connect or similar.
• Strong knowledge of VoIP, SIP, IVR, CTI, and other relevant technologies.
• Extensive experience in software development, including languages such as Java, C#, Python, or JavaScript.
• Experience with cloud-based contact center solutions and omnichannel integration.
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
• Strong project management skills with experience leading cross-functional teams.
• Excellent communication and interpersonal skills.
• Relevant certifications (e.g., CCNA, CCNP, Avaya Certified Specialist) are a plus.

Skills:

• Technical expertise in contact center technologies and architecture.
• Strong software development skills.
• Proficiency in integration technologies (APIs, Web Services, etc.).
• Strong analytical and problem-solving abilities.
• Effective project management and organizational skills.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with cross-functional teams.
• Familiarity with Agile and DevOps methodologies.
• Cloud certification in AWS/GCP

• Design and build chatbots using Amazon Lex, creating intents, slots, and conversation flows for seamless user interactions.
• Develop and integrate AWS Lambda functions to handle dynamic responses and backend logic.
• Test chatbots using the AWS Lex console, identifying and resolving accuracy issues and edge cases.
• Utilize Amazon CloudWatch to monitor chatbot performance and implement improvements based on analytics and feedback.
• Connect and interact with large language models (LLMs) via APIs using Amazon Bedrock to enhance chatbot capabilities.
• Build and maintain backend services to interact with RESTful APIs (GET, POST, etc.) for data exchange and processing.
• Handle structured data in JSON format and ensure secure API authentication for seamless integration.
• Write clean, efficient, and scalable Python code, optimizing performance using relevant libraries.
• Implement and manage AWS tools such as API Gateway, S3, CloudFormation, and CloudWatch for automation and operational efficiency.
• Continuously optimize chatbot performance, ensuring cost-effective, scalable, and high-quality conversational AI solution.

We are seeking an experienced Contact Center Project Manager with a strong background in IVR development and contact center technologies. The ideal candidate will manage the end-to-end execution of contact center projects, including interactive voice response (IVR) systems, ensuring alignment with business objectives and optimizing customer experience. You will be responsible for managing project timelines, budgets, resources, and risks while collaborating with cross-functional teams.

 :
• Project Planning & Execution
• IVR Development Oversight
• Stakeholder Management
• Cross-functional Team Management
• Timeline and Budget Management
• Risk Management
• Process Improvement.
• Reporting & Documentation
• Vendor Coordination

:
• Bachelor’s degree in Business, IT, or a related field. Master’s degree or PMP certification is a plus.
• Minimum of 5 years of project management experience, with at least 8 years of experience in IVR implementation.
• Proven experience with end-to-end project lifecycle management, including initiation, planning, execution, monitoring, and closure.
• Proven experience with contact centre platforms such as Avaya, Cisco, Genesys, Google CCAI, AWS connect or similar.
• Strong understanding of contact center technologies, IVR systems, ACD, CRM tools.
• Excellent organizational, communication, and leadership skills.
• Ability to manage multiple projects simultaneously and prioritize tasks effectively.
• Proficiency in project management tools (e.g., Microsoft Project, Jira, Trello).
• Strong problem-solving skills and attention to detail.

 :
• Certification in PMP, PRINCE2, or Agile methodologies.
• Experience with IVR integration with CRM systems and other contact center platforms.
• Familiarity with emerging contact center technologies and trends.

Job Summary:

We are seeking a Technical Architect with expertise in Google Cloud Platform (GCP) to lead our development team. The ideal candidate must have a Google Cloud certification and proven experience in designing, implementing, and optimizing cloud-based applications. This role involves leading a team, architecting scalable solutions, and ensuring the successful delivery of high-quality software.

Key Responsibilities:

• Lead a team of developers, providing technical guidance and mentorship.
• Design, develop, and implement cloud-native applications on GCP.
• Architect scalable and cost-effective cloud solutions using Google Kubernetes Engine (GKE), Cloud Run, Compute Engine, and App Engine.
• Implement CI/CD pipelines, automation, and DevOps best practices on GCP.
• Ensure best practices in cloud security, IAM, networking, and cost optimization.
• Work closely with cross-functional teams to define technical requirements and system architecture.
• Troubleshoot and resolve complex cloud infrastructure and application issues.
• Stay up to date with emerging GCP services and cloud-native technologies.

Required Skills & Qualifications:

• Bachelor's or Master’s degree in Computer Science, Engineering, or a related field.
• 10+ years of experience in software development, with at least 2+ years in a leadership role.
• Strong expertise in Google Cloud Platform (GCP) services such as BigQuery, Cloud Storage, Pub/Sub, Cloud SQL, Firestore, and Cloud Functions.
• Proficiency in programming languages such as Python, Java, or Node.js.
• Experience with microservices architecture, API design, and container orchestration using Kubernetes (GKE).
• Hands-on experience with Infrastructure as Code (Terraform, Cloud Deployment Manager).
• Deep understanding of CI/CD pipelines, GitOps, and DevOps best practices.
• Excellent problem-solving skills and the ability to troubleshoot cloud-based applications.
• Strong communication and leadership skills to guide technical teams.
• Google Cloud Certification is mandatory.

Preferred Qualifications:

• Experience with machine learning services on GCP (Vertex AI, AutoML).
• Knowledge of hybrid cloud and multi-cloud strategies.
• Experience with front-end frameworks like React, Angular, or Vue.js.