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 teamFoster a high-performance, collaborative cultureEnsure effective team communicationImplement training programs to enhance skills
Communication & Collaboration::
Engage with stakeholders to understand requirements
Conduct POCs (Proof of Concepts) with new tools and vendorsManage vendor coordination and ensure service quality
Operational Support ::
Oversee the management of operational tickets using ITSM toolsCoordinate shift schedules and manage team operationsManage identity and access controls for Genesys Cloud CXIncident, Problem, and Change Management
oversightMonitor system performance and generate performance reportsManage day-to-day operations and ensure operational efficiencyGenerate 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 architecturePerform integration and API TestingManage automation testing using Cyara toolsDevelop 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 ticketsStrong
analytical and problem-solving skills
