Qureos Mentor

Tata Consultancy Services (TCS)

<div></div><div><div><div><div><div>Job Title*</div><br>
<div><br>
</div><div>Sprinklr WFM Implementation Specialist (AI Contact Center)</div><br>
<div><br>
</div><div>Job ID</div><br>
<div><br>
</div><div>Experience working on WFM modules within CCaaS platforms (e.g., Sprinklr WFM, NICE WFM or similar)
</div><div>Strong understanding of contact center metrics, forecasting models, and scheduling logic
</div><div>Prior implementation or managed services exposure in WFM programs</div><br>
<div><br>
</div><div>Coding*</div><br>
<div><br>
</div><div>No</div><br>
<div><br>
</div><div>Experience Level*</div><br>
<div><br>
</div><div>Min</div><br>
<div><br>
</div><div>Min*</div><br>
<div><br>
</div><div>4 yrs</div><br>
<div></div>
<div>
</div><div></div><br>
<div>Max*</div><br>
<div><br>
</div><div>6 yrs</div><br>
<div></div>
<div>
</div><div></div><br>
<div>Location*</div><br>
<div><br>
</div><div>Pan India</div><br>
<div><br>
</div><div>Work Type*</div><br>
<div><br>
</div><div>Full-time</div><br>
<div></div>
<div><br>
</div><div></div><br>
<div>Section II - Job Evaluation Topics and Weight (Questions and evaluation are based on below)</div><br>
<div><br>
</div><div>Topic of Evaluation / Skills*</div><br>
<div><br>
</div><div>Mandatory / Non-mandatory</div><br>
<div><br>
</div><div>Percentage*</div><br>
<div><br>
</div><div>(Skills / Topics should sum up to 100%)</div><br>
<div><br>
</div><div>(Enter only multiples of 5)</div><br>
<div><br>
</div><div>Solution Design &amp; Deployment: Lead the end-to-end requirement gathering and configuration for WFM modules (e.g., Sprinklr WFM, Genesys Cloud WEM).</div><br>
<div><br>
</div><div>Mandatory</div><br>
<div><br>
</div><div>25</div><br>
<div><br>
</div><div>Forecasting &amp; Planning: Develop and manage complex multi-channel forecasting models using AI-driven predictive analytics to anticipate case volumes.</div><br>
<div><br>
</div><div>Capacity &amp; Scheduling: Create optimized capacity plans and scheduling scenarios that balance agent preferences with business-critical staffing needs.</div><br>
<div><br>
</div><div>SLA &amp; Performance Alignment: Align WFM strategies with contact center KPIs (AHT, Occupancy, ASA) to ensure consistent SLA management.</div><br>
<div><br>
</div><div>Reporting Setup: Design and implement real-time dashboards and historical reports to provide actionable insights into workforce productivity and adherence.</div><br>
<div></div>
<div>
</div><div></div><br>
<div>Mandatory</div><br>
<div></div>
<div>
</div><div></div><br>
<div>Mandatory</div><br>
<div><br>
</div><div>Mandatory</div><br>
<div></div>
<div>
</div><div></div><br>
<br>
<div>Mandatory</div><br>
<div></div>
<div>
</div><div></div><br>
<br>
<div>Mandatory</div><br>
<div><br>
</div><div>40</div><br>
<div><br>
</div><div>Platform Expertise: Proven experience implementing WFM modules within major CCaaS platforms such as Genesys Cloud, Sprinklr, or NICE IEX.</div><br>
<div><br>
</div><div>WFM Logic: Strong foundational knowledge of forecasting models (Erlang-C, AI-based simulations), scheduling logic , and intraday management.</div><br>
<div></div>
<div>
</div><div></div><br>
<div>Mandatory</div><br>
<div><br>
</div><div>20</div><br>
<div><br>
</div><div>Contact Center Operations: Deep understanding of contact center metrics and how they impact business outcomes.</div><br>
<div><br>
</div><div>Managed Services: Prior experience in WFM program implementation or managed services is highly preferred.</div><br>
<div><br>
</div><div>Analytical Skillset: Ability to translate raw data into strategic staffing recommendations.</div><br>
<div></div>
<div>
</div><div></div><br>
<div>Mandatory</div><br>
<div><br>
</div><div>20</div><br>
<div></div>
<div><br>
</div><div></div><br>
<br>
<div>Section III - Job Requirements and Responsibilities</div><br>
<div><br>
</div><div>Section</div><br>
<div><br>
</div><div>Details / Example Content</div><br>
<div><br>
</div><div>Job Requirements*</div><br>
<div><br>
</div><div>We are seeking a highly skilled Workforce Management (WFM) Specialist to lead the solution design, configuration, and deployment of our AI-driven contact center operations. This role is pivotal in aligning cutting-edge CCaaS technology (like Genesys Cloud or Sprinklr) with our operational goals to ensure superior service level agreements (SLAs) and resource efficiency.</div><br>
<div><br>
</div><div>Key Responsibilities*</div><br>
<div><br>
</div><div>Key Responsibilities:</div><br>
<div><br>
</div><div>Solution Design &amp; Deployment: Lead the end-to-end requirement gathering and configuration for WFM modules (e.g., Sprinklr WFM, Genesys Cloud WEM).</div><br>
<div><br>
</div><div>Forecasting &amp; Planning: Develop and manage complex multi-channel forecasting models using AI-driven predictive analytics to anticipate case volumes.</div><br>
<div><br>
</div><div>Capacity &amp; Scheduling: Create optimized capacity plans and scheduling scenarios that balance agent preferences with business-critical staffing needs.</div><br>
<div><br>
</div><div>SLA &amp; Performance Alignment: Align WFM strategies with contact center KPIs (AHT, Occupancy, ASA) to ensure consistent SLA management.</div><br>
<div><br>
</div><div>Reporting Setup: Design and implement real-time dashboards and historical reports to provide actionable insights into workforce productivity and adherence.</div><br>
<div></div>
<div>
</div></div></div></div><div></div><br>
<div><div><div><b>Location</b></div>
<div>Hyderabad</div>
</div><div><div><b>Job Function</b></div>
<div>IT INFRASTRUCTURE SERVICES</div>
</div><div><div><b>Role</b></div>
<div>Analyst</div>
</div><div><div><b>Job Id</b></div>
<div>406995</div>
</div><div><div><b>Desired Skills</b></div>
<div>SAP HR : Workforce Management</div>
</div></div><p>Desired Candidate Profile
</p><div><div><b>Qualifications</b> : BACHELOR OF ENGINEERING</div></div></div><div></div>

Sprinklr Work Force Management

<div></div><div><div><div><div><div><p><b>Key Responsibilities</b></p>
<ul><li>Lead end-to-end implementation of one or more SuccessFactors modules (e.g., <b>Employee Central, Recruitment, Onboarding, Performance &amp; Goals, Compensation, LMS</b>).</li>
<li>Conduct requirement gathering, workshops, and gap analysis with HR and business teams.</li>
<li>Configure module settings, workflows, business rules, templates, and permissions.</li>
<li>Support data migration, validation, and cutover activities.</li>
<li>Assist with Integration design for SAP and non-SAP systems (SAP CPI, API, SFTP, etc.).</li>
<li>Provide hypercare and ongoing production support.</li>
<li>Prepare documentation: configuration workbooks, design documents, test scripts, user guides.</li>
<li>Conduct UAT, training sessions, and knowledge transfers.</li>
<li>Stay updated on latest SF releases and recommend enhancements.</li>
</ul></div></div></div></div><div><div><div><b>Location</b></div>
<div>Hyderabad</div>
</div><div><div><b>Job Function</b></div>
<div>TECHNOLOGY</div>
</div><div><div><b>Role</b></div>
<div>Consultant</div>
</div><div><div><b>Job Id</b></div>
<div>406963</div>
</div><div><div><b>Desired Skills</b></div>
<div>SAP SuccessFactors | SAP SuccessFactors Employee Central</div>
</div></div><p>Desired Candidate Profile
</p><div><div><b>Qualifications</b> : BACHELOR OF ENGINEERING</div></div></div><div></div>

SAP SuccessFactors

<div></div><div><div><div><div><div><b>Must Have Technical Skills:</b></div>
<div>Digital : HTML5-CSS3; Foundation : JavaScript; C# 5.0; Digital : ReactJS; Digital : Microsoft Azure; Gen AI, ReactJS</div>
<div><b>Roles &amp; Responsibilities:</b>
</div><div>Full Stack Developer (C# or equivalent Object-Oriented Programming), ReactJS (or equivalent modern web front end), Strong API and backend components (Azure functions or equivalent).</div>
<div>Good to have Accessibility remediation knowledge.</div>
<div>Web Application Accessibility Standardization and W3C WAI; Accessibility Assessment and Remediation</div>
<div><b>TCS Employee Benefits Summary:</b></div>
<div>Discretionary Annual Incentive.</div>
<div>Comprehensive Medical Coverage: Medical &amp; Health, Dental &amp; Vision, Disability Planning &amp; Insurance, Pet Insurance Plans.</div>
<div>Family Support: Maternal &amp; Parental Leaves.</div>
<div>Insurance Options: Auto &amp; Home Insurance, Identity Theft Protection.</div>
<div>Convenience &amp; Professional Growth: Commuter Benefits &amp; Certification &amp; Training Reimbursement.</div>
<div>Time Off: Vacation, Time Off, Sick Leave &amp; Holidays.</div>
<div>Legal &amp; Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.</div>
<div>In order to comply with U.S. laws and regulations pertaining to this position, the person(s) hired must be a U.S. Citizen.</div>
<div>Salary Range: $64,000-$125,000 a year<br>
#LI-NS4
</div>
</div></div></div><div><div><div><b>Location</b></div>
<div>Naperville, IL</div>
</div><div><div><b>Job Function</b></div>
<div>TECHNOLOGY</div>
</div><div><div><b>Role</b></div>
<div>Engineer</div>
</div><div><div><b>Job Id</b></div>
<div>407123</div>
</div><div><div><b>Desired Skills</b></div>
<div>.NET | Microsoft Azure | React JS</div>
</div><div><div><b>Salary Range</b></div>
<div>$64,000-$125,000 a year</div></div></div></div><div></div>

Engineer Cloud Services

<div></div><div><div><div><div><div>DC Support Engineer
</div><div>Must Have Technical/Functional Skills
</div><ul><li> Experience in working on data center server and networking hardware, with an understanding of the infrastructure at a high level
</li></ul><ul><li> Experience and understanding of high-level hardware architecture, maintenance, and repair
</li></ul><ul><li> Experience with hardware platforms like HP, Dell, EMC, NetApp, CISCO etc.; including installation and troubleshooting with knowledge of networking, including topology and protocol understanding.
</li></ul><ul><li> Experience in monitoring HVAC, DG sets etc.
</li></ul><div>Roles &amp; Responsibilities
</div><ul><li> Join major outage calls; and communicate effectively for Data Center operations status quo with Technical L2/L3 team
</li></ul><ul><li> Support for any changes in Data Center operations including power up, shut down, cabling, racking, starting DG set during power failure etc.
</li></ul><ul><li> Travel across adjacent buildings and locations up to 50% of the time
</li></ul><ul><li> Monitoring the state-of-the-art physical infrastructure in Data Center
</li></ul><ul><li> Install, configure, test, troubleshoot hardware (servers and its components)
</li></ul><ul><li> Support installation of components such as networks, routers, hubs, bridges, switches
</li></ul><ul><li> Ability to lift/move equipment as required.
</li></ul><ul><li> Maintain Data center inventory management (DCIM) tool
</li></ul><div>Education
</div><div>Bachelors</div><br>
<div><br>
</div><div>Salary Range: $63000 - $76000 a year</div><br>
<div><br>
</div><div>#LI-JH1</div><br>
<div><br>
</div></div></div></div><div><div><div><b>Location</b></div>
<div>Universal City, CA</div>
</div><div><div><b>Job Function</b></div>
<div>TECHNOLOGY</div>
</div><div><div><b>Role</b></div>
<div>Engineer</div>
</div><div><div><b>Job Id</b></div>
<div>407072</div>
</div><div><div><b>Desired Skills</b></div>
<div>Data Center</div>
</div><div><div><b>Salary Range</b></div>
<div>$63,000-$76,000 a year</div>
</div></div><p>Desired Candidate Profile
</p><div><div><b>Qualifications</b> : BACHELOR OF COMPUTER SCIENCE</div></div></div><div></div>

Engineer -Computer Systems Support

<div></div><div><div><div><div><div>Must Have Technical/Functional Skill</div><br>
<div><br>
 </div><div>Command Center operations knowledge and experience
</div><div>Data Center operations
</div><div>Customer handling skill
</div><div>Problem solving</div><br>
<div><br>
</div><div>Roles &amp; Responsibilities
</div><ul><li> Perform continuous monitoring of various alerts via the monitoring tools. Take immediate action as per the defined procedures when the alerts are received
</li></ul><ul><li> Implementation of emergency Changes and planned Changes
</li></ul><ul><li> Participation in Problem reviews for issues related to associated Command Center Services
</li></ul><ul><li> Investigation of call home alarms from equipment to verify validity. Support of non-automated production migrations
</li></ul><ul><li> Verification of status during bundle moves between data centers. Responding to technology environment monitoring alerts
</li></ul><ul><li> Grants emergency touch support access for servers and mainframe
</li></ul><ul><li> Manage, Respond to and Resolve all Incidents, Problems and others tickets in accordance with the Service Levels. Perform daily Ticket review
</li></ul><ul><li> Join Major/Significant Incident bridge to assist with impacted applications for the support area
</li></ul><ul><li> Participate in physical validation testing that is required during data center area testing
</li></ul><ul><li> Data Center related activities like shipping and receiving, generator load testing, UPS battery replacement, escorting, Data Center walks, physical server touch support with &ldquo;AR headset&rdquo; support
</li></ul><ul><li> Participate in annual &ldquo;Black Start Support&rdquo; to validate and report on alarm notification, during utility power testing</li></ul><div><br>
</div>
<div></div><br>
<div>Salary Range $55,000-$65,000Per year
</div>
<div></div><div>TCS Employee Benefits Summary:
</div><div>Discretionary Annual Incentive.
</div><div>Comprehensive Medical Coverage: Medical &amp; Health, Dental &amp; Vision, Disability Planning &amp; Insurance, Pet Insurance Plans.
</div><div>Family Support: Maternal &amp; Parental Leaves.
</div><div>Insurance Options: Auto &amp; Home Insurance, Identity Theft Protection.
</div><div>Convenience &amp; Professional Growth: Commuter Benefits &amp; Certification &amp; amp; Training Reimbursement.
</div><div>Time Off: Vacation, Time Off, Sick Leave &amp; Holidays.
</div><div>Legal &amp; Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
</div>
<div></div><div>#LI-SP1
</div></div></div></div><div><div><div><b>Location</b></div>
<div>New Albany, OH</div>
</div><div><div><b>Job Function</b></div>
<div>TECHNOLOGY</div>
</div><div><div><b>Role</b></div>
<div>Engineer</div>
</div><div><div><b>Job Id</b></div>
<div>406640</div>
</div><div><div><b>Desired Skills</b></div>
<div>Problem Solving</div>
</div><div><div><b>Salary Range</b></div>
<div>$55,000-$65,000 a year</div>
</div></div><p>Desired Candidate Profile
</p><div><div><b>Qualifications</b> : BACHELOR OF COMPUTER SCIENCE</div></div></div><div></div>

Command Center Support admin

<div></div><div><div><div><div><div>Must Have Technical/Functional Skills
</div> <div>Strong experience in AI, Machine Learning, and Applied Data Science
</div> <div>Hands on expertise in LLMs / Generative AI / NLP / Deep Learning / Predictive Analytics
</div> <div>Experience in designing and deploying AI solutions on cloud platforms (Azure preferred)
</div> <div>Solid understanding of MLOps, model lifecycle management, monitoring, and governance
</div> <div>Experience with Agentic AI architectures and end to end AI solution design
</div> <div>Knowledge of Responsible AI, data privacy, security, and compliance
</div> <div>Ability to rapidly build prototypes / PoCs and demonstrate business value
</div> <div>Preferred industry exposure: Manufacturing, Supply Chain, Retail (nice to have)
</div> <div>Certifications preferred:
</div><div>o Azure AI Engineer
</div><div>o Azure Data Scientist
</div><div>o Equivalent AI / ML certifications</div><br>
<div><br>
</div><div>Roles &amp; Responsibilities
</div><ul><li> Engage with customers to identify AI opportunities and translate business problems into scalable AI solutions
</li></ul><ul><li> Lead AI discovery workshops, advisory sessions, and Proof of Concepts
</li></ul><ul><li> Architect end to end AI / Agentic AI solutions including:
</li></ul><ul><li> Data ingestion
</li></ul><ul><li> Model development &amp; evaluation
</li></ul><ul><li> Deployment, monitoring, and governance
</li></ul><ul><li> Collaborate with Data Engineering, Cloud, Application Development, and Industry SMEs
</li></ul><ul><li> Provide AI thought leadership, best practices, and solution guidance
</li></ul><ul><li> Review AI solution architectures to ensure quality, scalability, and compliance
</li></ul><ul><li> Develop reusable AI assets, accelerators, and reference architectures
</li></ul><ul><li> Mentor and guide junior AI engineers and delivery teams
</li></ul><ul><li> Support AI capability scale up across manufacturing and cross industry portfolios</li></ul><br>
<div><br>
</div><div>Generic Managerial Skills, If any
</div><ul><li> Strong stakeholder management and customer engagement skills
</li></ul><ul><li> Ability to lead solution discussions with senior business and technology leaders
</li></ul><ul><li> Excellent communication, presentation, and storytelling skills
</li></ul><ul><li> Mentoring and technical leadership capabilities
</li></ul><ul><li> Problem solving mindset with rapid execution focus</li></ul><br>
<div><br>
</div><div>Base Salary Range: $100,000 - $150,000 per annum</div><br>
<div><br>
</div><div>TCS Employee Benefits Summary:</div><br>
<div><br>
<div>Discretionary Annual Incentive.
</div><div>Comprehensive Medical Coverage: Medical &amp; Health, Dental &amp; Vision, Disability Planning &amp; Insurance, Pet Insurance Plans.
</div><div>Family Support: Maternal &amp; Parental Leaves.
</div><div>Insurance Options: Auto &amp; Home Insurance, Identity Theft Protection.
</div><div>Convenience &amp; Professional Growth: Commuter Benefits &amp; Certification &amp; Training Reimbursement.
</div><div>Time Off: Vacation, Time Off, Sick Leave &amp; Holidays.
</div><div>Legal &amp; Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.</div><br>
<div><br>
</div><div>#LI-SV2
</div><div>#LI-KUMARAN
</div></div></div></div></div><div><div><div><b>Location</b></div>
<div>Westfield, NJ</div>
</div><div><div><b>Job Function</b></div>
<div>TECHNOLOGY</div>
</div><div><div><b>Role</b></div>
<div>Domain Consultant</div>
</div><div><div><b>Job Id</b></div>
<div>406651</div>
</div><div><div><b>Desired Skills</b></div>
<div>Artificial Intelligence</div>
</div><div><div><b>Salary Range</b></div>
<div>$100,000-$150,000 a year</div>
</div></div><p>Desired Candidate Profile
</p><div><div><b>Qualifications</b> : BACHELOR OF COMPUTER SCIENCE</div></div></div><div></div>

AI and Machine Learning

<div></div><div><div><div><div><p><b>Role:</b> MQ Administrator</p>
<p><b>
Location: </b>CHN/ HYD/BLR/PUNE</p>
<p><b>
Exp: 4-6 yrs</b></p>
<p><b>
Mode of interview</b> : Virtual</p>
<p><b>
Must have:</b></p>
<ul>
<li>Experience in IBM MQ product installation, upgrades, maintenance, configurations and troubleshooting.
</li><li>Expertise in administrating, alert setup and monitoring the message process using tools like MQ explorer, Omegamon for MQ and TEPS.</li>
</ul>
<p><b>Good to have</b></p>
<ul>
<li>Good understanding of messaging interfaces and connections to the IBM other products (such as CICS, DB2, IMS..) and third party application servers.
</li><li>Perform MQ online monitoring, investigate MQ CPU usage using SMF statistics analyze</li>
</ul></div></div></div><div><div><div><b>Location</b></div>
<div>Hyderabad</div>
</div><div><div><b>Job Function</b></div>
<div>IT INFRASTRUCTURE SERVICES</div>
</div><div><div><b>Role</b></div>
<div>System Administrator</div>
</div><div><div><b>Job Id</b></div>
<div>406348</div>
</div><div><div><b>Desired Skills</b></div>
<div>WebSphere MQ | IBM Websphere MQ</div>
</div></div><p>Desired Candidate Profile
</p><div><div><b>Qualifications</b> : BACHELOR OF ENGINEERING</div></div></div><div></div>

MQ Administrator

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