Qureos Mentor

At TP, we provide diverse and promising career opportunities across various sectors, including customer service, technology, and consulting. Our commitment to innovation and excellence drives us to create a great workplace where employees can thrive. We focus on delivering advanced solutions and services tailored to meet the needs of our clients globally. Join us to be part of a team that values purpose and passion in solving challenges.

<div>Overview:
<div><b>
Application Deadline:</b> Ongoing until positions are filled.</div><div>
to apply, please visit the TP Careers site at https://www.tp.com/en-us/careers.</div><div></div><div><b><br>
About TP</b></div><div>
TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.</div><div></div><div><b><br>
Benefits of working with TP include</b></div><div>
TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.</div><div>
We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.</div><div>
We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.</div><div></div><div><b><br>
Career Growth and Culture</b></div><div>
At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.</div><div>
TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.</div><div></div><div><b><br>
Equal Opportunity Employer</b></div><div>
TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</div><div>
If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.</div><br>
<div></div>
Responsibilities:
<div><b>
Your Responsibilities</b></div><ul><li>
Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.</li><li>
Manage compliance and reporting for all center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.</li><li>
Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence.</li><li>
Through demonstrated individual performance; promote the highest standards of ethical and professional conduct.</li><li>
Thrive as a team player in a fast-paced, high-energy, change-oriented environment.</li><li>
Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client</li><li>
Performs other related duties and assignments as required.</li></ul>
Qualifications:
<div><b>
Qualifications</b></div><ul><li>
Sales leadership</li><li>
Bachelor&rsquo;s degree from an accredited college or university or equivalent work experience</li><li>
Two to three years of contact center management experience.</li><li>
Currently a supervisor or above with excellent TOPS implementation skills</li><li>
Experience managing programs with varying service objectives, agent skill requirements and technical solutions.</li><li>
Strong verbal, listening, and written communications skills required</li><li>
Excellent attendance history is required.</li><li>
Some travel may be required</li><li>
Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions</li><li>
Experience managing multiple programs concurrently is a plus.</li><li>
Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.</li><li>
Excellent verbal and oral communication skills.</li></ul><div></div><div><b><br>
Soft Skills</b></div><ul><li>
Process Excellence</li><li>
Collaboration</li><li>
Communication</li><li>
Emotional Intelligence</li><li>
Open-Mindedness</li><li>
Critical Thinking</li><li>
Solution Orientation</li><li>
Entrepreneurship</li><li>
AI Proficiency</li><li>
Data Literacy</li></ul><div></div><div><b><br>
Be Part of Our TP Family</b></div><div>
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.</div></div><div></div>

Contact Center Assistant Operations Manager

<div>
 <p>
  <strong>
   MIS Analyst | Contact Center
  </strong>
 </p>
 <p>
  As an
  <strong>
   MIS Analyst
  </strong>
  , you are responsible for managing, analyzing, and delivering accurate data insights that support operational decision-making and performance optimization within the contact center.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities:
  </strong>
 </p>
 <ul>
  <li>
   Generate, maintain, and distribute daily, weekly, and monthly MIS reports for contact center operations
  </li>
  <li>
   Analyze performance metrics such as AHT, SLA, FCR, occupancy, shrinkage, and agent productivity
  </li>
  <li>
   Develop and automate reports using Excel (advanced functions, PivotTables, dashboards) and other reporting tools
  </li>
  <li>
   Monitor real-time and historical data to identify trends, gaps, and opportunities for improvement
  </li>
  <li>
   Ensure data accuracy, integrity, and consistency across all reporting systems
  </li>
  <li>
   Support stakeholders (Operations, QA, WFM, and Management) with actionable insights and customized reports
  </li>
  <li>
   Create and maintain dashboards to visualize KPIs and operational performance
  </li>
  <li>
   Conduct root cause analysis on performance deviations and recommend corrective actions
  </li>
  <li>
   Work closely with cross-functional teams to enhance data reporting processes and efficiency
  </li>
  <li>
   Handle ad-hoc reporting requests and provide timely data-driven insights
  </li>
  <li>
   Maintain databases and ensure proper documentation of reporting processess
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   .
  </strong>
 </p>
 <p>
  <strong>
   Qualification
  </strong>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Business Administration, Computer Science, Statistics, or related field
  </li>
  <li>
   Experience in a contact center environment
  </li>
  <li>
   Advanced proficiency i
   <strong>
    n Microsoft Exc
   </strong>
   el (VLOOKUP, Pivot Tables, Macros is a plus)
  </li>
  <li>
   Familiarity with reporting tools such as Power BI, Tableau, or similar platforms.
  </li>
  <li>
   Strong analytical, problem-solving, and data interpretation skills.
  </li>
  <li>
   High attention to detail and ability to manage large datasets accurately.
  </li>
  <li>
   Good communication skills to present insights to stakeholders.
  </li>
 </ul>
 <p>
 </p>
</div>


Management Information System Executive

<div>
 <p>
  The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Communicate with customers via phone, email and chat
  </li>
  <li>
   Provide knowledgeable answers to questions about product, pricing and availability
  </li>
  <li>
   Work with internal departments to meet customer's needs
  </li>
  <li>
   Data entry in various platforms
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   At least 1 - 3 years' of relevant work experience
  </li>
  <li>
   Excellent phone etiquette and excellent verbal, written, and interpersonal skills
  </li>
  <li>
   Ability to multi-task, organize, and prioritize work
  </li>
  <li>
   Arabic speaker is a must.
  </li>
 </ul>
 <p>
  <br/>
 </p>
</div>


Customer Service Representative

<div>
 <p>
  The AI/ML Developer II is responsible for developing, improving, and deploying advanced AI/ML solutions that support company products and internal systems. This role focuses on implementing scalable AI systems, integrating AI tools into operational workflows, and supporting the reliable operation of internally developed AI technologies.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Responsibilities
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   <strong>
    AI/ML Model Development
   </strong>
  </li>
  <li>
   Design, implement, and improve machine learning models used in company systems
  </li>
  <li>
   Optimize model performance, reliability, and scalability
  </li>
  <li>
   Develop AI-powered features and integrate them into applications and services
  </li>
  <li>
   Contribute to architectural and technical design of AI solutions
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   <strong>
    AI Tools Deployment &amp; Operational Support
   </strong>
  </li>
  <li>
   Deploy and maintain internally developed AI tools within operational environments
  </li>
  <li>
   Setup and support operations using company-developed AI tools
  </li>
  <li>
   Ensure reliable operation of AI systems in production environments
  </li>
  <li>
   Troubleshoot technical issues affecting AI tools and services
  </li>
  <li>
   Collaborate with engineering teams to integrate AI systems with internal platforms
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   <strong>
    LLM &amp; AI Agent Development
   </strong>
  </li>
  <li>
   Develop and integrate features powered by Large Language Models (LLMs)
  </li>
  <li>
   Implement AI copilots, assistants, or AI agent-based workflows
  </li>
  <li>
   Integrate generative AI capabilities into applications and services
  </li>
  <li>
   Evaluate emerging AI technologies and apply them to product development
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   <strong>
    Issue Management &amp; Documentation
   </strong>
  </li>
  <li>
   Troubleshoot and resolve technical issues affecting AI systems
  </li>
  <li>
   Perform root cause analysis of system or model failures
  </li>
  <li>
   Maintain technical documentation of AI systems and deployments
  </li>
  <li>
   Ensure adherence to development, QA, and release procedures
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   <strong>
    Compliance &amp; Risk Management
   </strong>
  </li>
  <li>
   Ensure full adherence to legal requirements, internal policies, data-privacy rules, and external standards, promoting ethical and secure practices.
  </li>
  <li>
   Proactively report and escalate issues that may pose operational, reputational, or compliance risks.
  </li>
  <li>
   Support the team&rsquo;s health, safety, and wellbeing culture by prioritizing safe practices in daily activities.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Education and Specific Training
  </li>
  <li>
   English B2 or above
  </li>
  <li>
   Minimum 2 years of experience in AI/ML development or related software engineering roles.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
 </p>
 <p>
  <strong>
   Required Skills
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Independently make technical decisions on model optimization, AI feature implementation, and internal AI tool deployment
  </li>
  <li>
   Recommend improvements to AI systems, pipelines, and operational practices
  </li>
  <li>
   Evaluate technical alternatives and advise on best approaches for medium-complexity AI projects
  </li>
  <li>
   Escalate high-impact or strategic decisions to AI Manager
  </li>
 </ul>
 <p>
 </p>
</div>


AI/ML Developer

<div>
 <p>
  <strong>
   About the Company
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  At TP we deliver excellent service and support. Every colleague commits to the following principles:
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   <strong>
    Taking ownership.
   </strong>
   You hold the request or problem until it is resolved. We do not send people away to another (internal) desk.
  </li>
  <li>
   <strong>
    Unburdening colleagues.
   </strong>
   We do not say "no, this is not possible". We think along with them and explain how what they want can be achieved in a different way.
  </li>
  <li>
   <strong>
    Proactive communication.
   </strong>
   If we are not going to meet a deadline you hear it from us proactively, not after the fact.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
 </p>
 <p>
  <strong>
   About the Role
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  As a Senior CX Platform &amp; Conversational AI Engineer, you design, operate and continuously improve TP's CCaaS and conversational AI capabilities. You ensure that Genesys Cloud, IVR, routing, chat, messaging, voice, integrations and AI-supported customer journeys improve agent productivity, customer experience and account outcomes. The role combines hands-on CCaaS engineering with conversational AI, prompt lifecycle management, ITIL discipline and measurable CX improvement. You treat prompts, bot flows and agent-assist configurations as production artefacts that are versioned, tested, monitored and changed under control. The role contributes directly to business outcomes such as AHT, FCR, containment, CSAT, agent productivity and cost-to-serve, while ensuring platform reliability, secure data handling and operational continuity. You report to the IT Director and work closely with IT Engineering &amp; Development, Service Management, Operations, Business Service &amp; AI Demand Partners and relevant vendors.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Responsibilities
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Owning the technical lifecycle and operational quality of Genesys Cloud / PureCloud capabilities within the assigned scope.
  </li>
  <li>
   Designing, configuring, operating and improving Genesys Cloud / PureCloud and related CCaaS components.
  </li>
  <li>
   Building and optimising IVR, ACD, chat, SMS/messaging, email routing and channel-spanning customer journeys.
  </li>
  <li>
   Supporting SIP trunks, telephony integration, voice quality, call routing and incident resolution.
  </li>
  <li>
   Integrating CCaaS platforms with CRM, ServiceNow, knowledge bases, agent desktop tools, reporting and conversational AI services.
  </li>
  <li>
   Designing and improving bot flows, intent models, fallback handling, escalation logic and containment optimisation.
  </li>
  <li>
   Supporting LLM-driven summarisation, suggested responses, next-best-action and knowledge retrieval at the point of need (agent assist).
  </li>
  <li>
   Ensuring that AI-supported customer journeys and agent-assist capabilities are designed with appropriate human-in-the-loop, privacy and quality controls.
  </li>
  <li>
   Designing, testing, versioning, monitoring and retiring prompts as production artefacts under change control.
  </li>
  <li>
   Defining and executing test scenarios, regression checks and go-live validation for CX-critical changes.
  </li>
  <li>
   Working with Business Service &amp; AI Demand Partners and Operations stakeholders to translate business and client requirements into measurable CX platform improvements.
  </li>
  <li>
   Supporting and shaping the convergence between CCaaS capabilities and conversational AI within the CX domain.
  </li>
  <li>
   Supporting vendor coordination for Genesys, telephony, conversational AI and integration-related topics.
  </li>
  <li>
   Applying ITIL incident, problem, change and release practices to CX-critical services.
  </li>
  <li>
   Maintaining flow documentation, prompt documentation, runbooks, test scenarios and support guidance.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   At minimum a demonstrable bachelor-level working and thinking ability in IT, engineering, telecommunications, computer science or a related ICT discipline, or equivalent experience.
  </li>
  <li>
   Genesys Cloud certification preferred.
  </li>
  <li>
   ITIL Foundation desirable; practical ITIL experience required.
  </li>
  <li>
   Conversational AI, bot design, prompt engineering or CX automation certification is desirable.
  </li>
  <li>
   Working knowledge of SIP / VoIP, REST APIs, contact-centre fundamentals and omnichannel service delivery is required.
  </li>
  <li>
   Minimum 5 years of experience in CCaaS, contact center technology, telephony or CX platform engineering.
  </li>
  <li>
   Strong hands-on experience with Genesys Cloud / PureCloud, including routing, queues, flows, IVR and platform administration.
  </li>
  <li>
   Working knowledge of SIP, VoIP, trunking, voice quality and telephony troubleshooting.
  </li>
  <li>
   Experience with REST APIs, JSON, webhooks and integration patterns.
  </li>
  <li>
   Experience with ServiceNow ITSM processes required; ServiceNow integration / API experience desirable.
  </li>
  <li>
   Experience with conversational AI, bot flows, intent models, prompt design or agent assist is strongly desirable.
  </li>
  <li>
   Working knowledge of ITIL incident, problem, change and release practices.
  </li>
  <li>
   Strong documentation discipline: flow documentation, prompt documentation, runbooks, test scenarios and operational handover.
  </li>
  <li>
   Ability to work independently in an international remote or hybrid team.
  </li>
  <li>
   English C1 required.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
 </p>
 <p>
  <strong>
   Required Skills
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Hands-on Genesys Cloud / PureCloud experience.
  </li>
  <li>
   Strong understanding of IVR, ACD, routing, queues and omnichannel flows.
  </li>
  <li>
   Working knowledge of SIP / VoIP / trunking and voice troubleshooting.
  </li>
  <li>
   Experience with REST APIs, JSON and integration patterns.
  </li>
  <li>
   ITIL incident, problem and change management awareness.
  </li>
  <li>
   ServiceNow ITSM awareness.
  </li>
  <li>
   Strong documentation discipline.
  </li>
  <li>
   English C1.
  </li>
  <li>
   Ability to work independently in an international remote / hybrid environment.
  </li>
  <li>
   Basic conversational AI and prompt engineering awareness, or demonstrable willingness and ability to learn quickly.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
 </p>
 <p>
  <strong>
   Preferred Skills
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Advanced conversational AI design.
  </li>
  <li>
   Prompt lifecycle management.
  </li>
  <li>
   Agent assist design and evaluation.
  </li>
  <li>
   Bot analytics and containment optimisation.
  </li>
  <li>
   Genesys advanced integrations.
  </li>
  <li>
   AI ethics and data compliance in customer interaction environments.
  </li>
  <li>
   Customer journey analytics.
  </li>
  <li>
   ServiceNow API integration.
  </li>
  <li>
   Vendor management and advanced stakeholder communication.
  </li>
 </ul>
 <p>
 </p>
</div>


Senior Full Stack & AI Solutions Developer

<p>Recruitment Specialist</p><p>About TP Group</p><p>TP Group (formerly Teleperformance) is a global leader in digital business services with nearly 47 years of industry excellence. As we continue to evolve in the AI era, we combine innovation, technology, and human empathy to deliver intelligent, future-ready solutions. Join a dynamic organization recognized worldwide for redefining customer experience and business process services in a rapidly changing digital landscape.</p><p>Position Overview</p><p>We are seeking a motivated and detail-oriented Recruitment Specialist to join our team in Cairo. In this full-time, on-site role, you will be responsible for managing the end-to-end recruitment cycle, identifying top talent, conducting interviews, and supporting onboarding initiatives to ensure a seamless candidate experience. You will work closely with internal stakeholders to meet hiring objectives and support business growth.</p><p>Key Responsibilities</p><ul><li>Manage the full recruitment and hiring process from sourcing to onboarding.</li><li>Conduct candidate interviews and assess qualifications against job requirements.</li><li>Coordinate onboarding and training activities for new hires.</li><li>Partner with hiring managers and internal teams to fulfill staffing needs within agreed timelines.</li><li>Maintain recruitment records and ensure a positive candidate experience throughout the hiring journey.</li><li>Support recruitment reporting and workforce planning activities.</li></ul><p>Requirements</p><ul><li>Proven experience in recruitment and talent acquisition.</li><li>Strong interviewing, communication, and interpersonal skills.</li><li>Customer Service (CS) experience is an advantage.</li><li>Ability to manage multiple vacancies and prioritize tasks effectively.</li><li>Familiarity with Applicant Tracking Systems (ATS) and recruitment analytics is preferred.</li><li>Excellent organizational and time-management skills.</li><li>Bachelor&rsquo;s degree in Human Resources, Business Administration, or a related field.</li></ul><p>Working Conditions</p><p>Location: One Kattameya, Cairo</p><p>Working Hours: 10:00 AM &ndash; 7:00 PM</p><p>Employment Type: Full-time, On-site</p><p>If you&rsquo;re passionate about connecting talent with opportunity and want to grow your career with a global industry leader, we&rsquo;d love to hear from you.</p><p>Work Location: On the road</p>

Recruitment specialist

<div>
 <p>
  <strong>
   About the Role
  </strong>
 </p>
 <p>
  We are looking for a proactive and customer-focused
  <strong>
   Customer Support Specialist
  </strong>
  to join our regional support team. In this role, you will provide professional assistance to business partners and distributors across multiple markets, ensuring inquiries are handled efficiently and accurately.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities.
  </strong>
 </p>
 <ul>
  <li>
   Provide first-line support to business clients via email, chat, or phone
  </li>
  <li>
   Manage and resolve B2B inquiries related to orders, accounts, and system usage
  </li>
  <li>
   Collaborate with internal teams to ensure timely and accurate responses
  </li>
  <li>
   Document all customer interactions and feedback within the system
  </li>
  <li>
   Handle escalations professionally and ensure service-level targets are met
  </li>
  <li>
   Support process improvements and contribute to continuous service enhancement
  </li>
  <li>
   Participate in digital transformation initiatives and adoption of new tools
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Requirements
  </strong>
 </p>
 <ul>
  <li>
   Minimum 1&ndash;2 years of experience i
   <strong>
    n customer service, helpdesk, or shared service suppo
   </strong>
   rt (B2B experience preferred).
  </li>
  <li>
   <strong>
    Proficient in English and Arabic (both written and verbal
   </strong>
  </li>
  <li>
   Strong communication and problem-solving skills
  </li>
  <li>
   Comfortable working in a fast-paced, multicultural environment.
  </li>
  <li>
   Willing to work on
   <strong>
    a 9 months contract bas
   </strong>
   is.
  </li>
 </ul>
</div>


ARABIC SUPPORT - Work From Home

Join TP and explore 8   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

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