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About the role
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 Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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