Location: Hyderabad
Employment Type: Full Time
About NationsBenefits:
At NationsBenefits, we are leading the transformation of the insurance industry by developing innovative benefits management solutions. We focus on modernizing complex back-office systems to create scalable, secure, and high-performing platforms that streamline operations for our clients. As part of our strategic growth, we are focused on platform modernization — transitioning legacy systems to modern, cloud-native architectures that support the scalability, reliability, and high performance of core back-office functions in the insurance domain.
We are seeking a Genesys Cloud Operations Lead to ensure the quality and operational excellence of our Genesys Cloud CX system. This role requires proficiency in both Agile and Waterfall methodologies to manage and optimize operational processes. Your leadership will be pivotal in driving team performance, fostering a collaborative environment, and ensuring seamless operations.
Key Responsibilities:
Leadership & Team Management ::
Lead and mentor the operations and QA team
Foster a high-performance, collaborative culture
Ensure effective team communication
Implement training programs to enhance skills
Communication & Collaboration::
Engage with stakeholders to understand requirements
Conduct POCs (Proof of Concepts) with new tools and vendors
Manage vendor coordination and ensure service quality
Operational Support ::
Oversee the management of operational tickets using ITSM tools
Coordinate shift schedules and manage team operations
Manage identity and access controls for Genesys Cloud CX
Incident, Problem, and Change Management oversight
Monitor system performance and generate performance reports
Manage day-to-day operations and ensure operational efficiency
Generate defect reports, track issues, and perform data analytics
Quality analysis and Testing::
Develop and execute test cases to ensure system reliability
Validate IVR design and architecture
Perform integration and API Testing
Manage automation testing using Cyara tools
Develop test strategies and oversee QALC processes
Requirements::
Educational Background :: Bachelor's degree in computer science, IT, or a related field (equivalent experience considered).
Experience:
6-8+ years of experience in Contact Center Operations and QA
Strong expertise in Service Management and Quality Assurance
Hands-on experience with Genesys Cloud CX applications
Technical Skills::
Proficiency in both Agile and Waterfall methodologies
Experience with automation testing tools, specifically Cyara
Familiarity with ITSM tools for managing operational tickets
Strong analytical and problem-solving skills
