Choosing Capgemini means choosing a place where you'll be empowered to shape your career, supported by a collaborative global community, and inspired to reimagine what's possible. Join us in delivering operational excellence across workforce engagement and contact center platforms through NICE and Calabrio solutions.
Locations :- Pune/Mumbai/Bangalore/Chennai
Your Role
As a Call Center Operations Analyst, you will provide L2/L3 support for NICE Workforce Management and Calabrio platforms, ensuring the stability, performance, and continuous improvement of customer contact center operations. You will work closely with business teams, operations stakeholders, and technology partners to support workforce management, quality monitoring, analytics, and reporting capabilities.
In this role, you will:
- Provide L2/L3 application and operational support for NICE Workforce Management and Calabrio Quality, Recording, and Analytics platforms.
- Manage incidents, service requests, problem investigations, and change activities in line with SLA commitments.
- Support workforce management activities including forecasting, scheduling, agent administration, and workforce optimization.
- Configure and maintain quality assurance scorecards, evaluation workflows, and call recording processes.
- Develop and generate operational, quality, and performance reports for business stakeholders.
- Troubleshoot application, integration, and data-related issues across contact center platforms.
- Support integrations with Genesys, Salesforce, and related contact center technologies.
- Participate in knowledge transfer sessions and maintain operational documentation, SOPs, and support runbooks.
- Monitor platform performance and proactively identify improvement opportunities.
- Collaborate with cross-functional teams to drive operational efficiencies and continuous service improvement initiatives.
- Support platform upgrades, patching activities, testing, and validation efforts.
Your Profile
- 6-9 years of experience supporting contact center operations, Workforce Engagement Management (WEM), or related platforms.
- Hands-on experience with NICE Workforce Management (WFM).
- Strong knowledge of Calabrio Quality Management, Call Recording, and Analytics solutions.
- Experience in contact center operational processes including forecasting, scheduling, quality assurance, and reporting.
- Strong troubleshooting and problem-solving capabilities in a production support environment.
- Experience with incident, problem, change, and service request management processes.
- Understanding of contact center ecosystems and customer service operations.
- Excellent communication and stakeholder management skills.
- Ability to work effectively in offshore support and managed services environments.
Preferred Skills
- Experience with CCaaS platforms such as Genesys Cloud, Genesys Engage, or NICE CXone.
- Exposure to speech analytics, AI-powered quality monitoring, or workforce optimization tools.
- Working knowledge of SQL for data analysis and troubleshooting.
- Experience with Power BI, Tableau, or other reporting and visualization tools.
- Familiarity with Salesforce integrations and contact center workflows.
What you'll love about working here
- You can shape your career with us through diverse growth opportunities across business and technology domains.
- You will work on leading Workforce Engagement Management and Contact Center technologies supporting global enterprise clients.
- You will gain exposure to modern CCaaS, analytics, AI, and digital transformation initiatives.
- You will have access to one of the industry's largest learning ecosystems, including certifications and professional development programs.
- You will collaborate with a global network of experts and play a key role in delivering exceptional customer experiences.
About Capgemini
Capgemini is an AI-powered global business and technology transformation partner, helping organizations accelerate their dual transition to a digital and sustainable world while creating tangible impact for enterprises and society. With nearly 60 years of heritage and a strong global presence, Capgemini delivers end-to-end services and solutions across strategy, technology, engineering, and operations.
Make it Real | www.capgemini.com/in-en
