contact center consultant

NICE Actimize

<div><div><p>At NiCE, we don&rsquo;t limit our challenges. We challenge our limits. Always. We&rsquo;re ambitious. We&rsquo;re game changers. And we play to win. We set the highest standards and execute beyond them. And if you&rsquo;re like us, we can offer you the ultimate career opportunity that will light a fire within you.</p></div><div><p><b>
So, what&rsquo;s the role all about?</b></p>
<p>
This is an exciting Senior Specialist Business consultant position within the NiCE &ndash; AI Center of Excellence Organization that is focused on delivery excellence and driving increased adoption and bottom-line ROI from our portfolio of AI solutions. Specifically, this role is focused on Intelligent Virtual Assistants (IVAs), Natural Language Understanding (NLU), and Interaction Analytics technologies. We are looking for a highly skilled and proactive IVA and NLU Model Implementation &amp; Optimization Specialist to join our team. In this role, you will be responsible for ensuring the optimal performance and continuous enhancement of our customer&rsquo;s IVAs and NLU models.</p>
<p>
The ideal candidate also brings a strong mix of data processing and analytics experience to be positioned strongly to help support customers through Contact Center digital transformations. As a consultant in a technology company such as NiCE, one must possess a unique blend of business and technical savvy to lead our customers to achieve bottom line impact via the business insights that can be derived via NiCE solutions. Candidates should be well experienced to act as a leading voice in maturing our customer&rsquo;s business processes via guidance and insights rooted strongly in data.</p><br>
<p></p>
<p><b>
How will you make an impact?</b></p>
<ul>
<li>IVA Implementation &amp; Optimization: Implement, monitor, and maintain the health and functionality of our Intelligent Virtual Assistants.</li>
<li>NLU Model Optimization: Continuously assess and optimize NLU models for improved understanding, accuracy, and efficiency in processing and responding to user queries.</li>
<li>Data Analysis: Analyze IVA containment performance data, user interactions, and feedback to identify areas for improvement and develop data-driven optimization strategies.</li>
<li>Leverage Interaction Analytics for insights into continuous improvement opportunities for the IVA</li>
<li>Testing and Quality Assurance: Conduct thorough testing and quality assurance to identify and rectify any system bugs, inconsistencies, or performance bottlenecks.</li>
<li>Collaboration: Collaborate closely with cross-functional teams, including developers, consultants, data scientists, and product managers, to implement optimization strategies and updates.</li>
<li>Design, develop, deploy, and maintain a suite of &lsquo;automated&rsquo; / &lsquo;repeatable&rsquo; BI solutions consisting of numerous dashboards, scorecards and other reports and visualizations.</li>
<li>Able to communicate complex analysis and insights to various stakeholders inside and outside of analytical teams.</li>
<li>Handle tough data challenges &amp; technical problems as they arise.</li>
<li>Develop presentations and present recommendations to Business Consultants and NiCE Customers including functional operating teams.</li>
<li>Create continuous improvement programs to achieve financial goals via NiCE solutions.</li>
</ul>
<p><b>Have you got what it takes ?</b></p>
<ul>
<li>Total 8+ years and relevant 3+ years experience in Contact Center Industry, strong knowledge of contact center KPIs.</li>
<li>Proven experience in implementing, maintaining and optimizing Intelligent Virtual Assistants (IVAs) and NLU models, preferably in a professional capacity.</li>
<li>Deep Experience analyzing and deriving insights from interaction analytics data.</li>
<li>Strong proficiency in programming languages, particularly Python.</li>
<li>Experience with Groovy, JavaScript, Regex, CSS, JSON preferred.</li>
<li>Exceptional understanding of NLU concepts, Natural Language Processing (NLP), and IVA development.</li>
<li>Strong Familiarity with IVA development platforms, conversational design, and NLU tools.</li>
<li>Proven record of working with Business Consulting teams, direct Consulting experience a plus</li>
<li>Strong technical background and experience in large complex enterprise systems</li>
<li>Advanced Excel, SQL experience</li>
<li>Advanced skills developing reports and dashboards using tools such as Python, Power BI, or Tableau</li>
<li>Ability to work successfully with clients and business partners directly.</li>
<li>Proven record in training, guiding resources through complex software solutions</li>
<li>Excellent problem-solving ability in high pressure situations</li>
<li>Domain experience with contact center IVR &amp; Routing; Workforce Management; Performance Management; Back Office Management; Process Automation (Robotics); or Quality Management solutions a plus</li>
<li>Bachelor's degree in Computer Science, Artificial Intelligence, Machine Learning, or related analytical field of study (advanced degree preferred)- or related experience.</li>
</ul>
<p><b>What&rsquo;s in it for you?</b></p>
<p>
Join an ever-growing, market disrupting, global company where the teams &ndash; comprised of the best of the best &ndash; work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!</p><br>
<p></p>
<p><b>
Enjoy NiCE-FLEX!</b></p>
<p>
At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.</p><br>
<p></p>
<p><b>
Requisition ID: </b>8730<br>
<b>Reporting into: </b>Manager , Business Consulting<br>
<b>Role Type: </b>Individual Contributor</p></div><p></p><div><p><b><i><br>
About NiCE
</i></b></p><p><i>NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
</i></p><p><i>Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
</i></p><p><i>NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.</i></p></div></div><p></p>

Specialist Business Consultant (AI)

Zoom Communications

<div><p>What you can expect</p><p>
As a Developer Advocate Engineer for Zoom Contact Center, you&rsquo;ll help developers solve technical issues and build better products using the Zoom Developer Platform. You&rsquo;ll create content, code samples, and resources to support integration and adoption, especially in contact center use cases. This role requires a software engineering background and a passion for understanding and serving the needs of the developer community.</p><p></p><p>
Some overlapping hours with the Eastern Time zone are needed to collaborate effectively with global teams and support our worldwide developer community.</p><p></p><p>
About the Team</p><p>
The Zoom Developer Advocacy team helps ensure the success of developers and global audiences building on the Zoom Developer Platform. As an engineer, communicator, and community advocate, you&rsquo;ll support developers using Zoom&rsquo;s SDKs and APIs&mdash;including Zoom Video SDK, Contact Center, and Phone.</p><p></p><p>
What we&rsquo;re looking for</p><ul>
<li><p>
Have a Bachelors of Science/Technology or higher degree in Computer Science, or a related technical discipline</p></li>
<li><p>
3+ years of experience in developer support, developer advocacy, software engineering, or related developer-facing roles</p></li>
<li><p>
Demonstrate hands-on experience with contact center API integrations and is familiar with contact center technologies</p></li>
<li><p>
Demonstrate proficiency in modern web development (HTML, CSS, JavaScript), with an understanding of JavaScript in both browser and server-side environments such as Node.js.</p></li>
<li><p>
Possess effective communication with developers in written and virtual settings</p></li>
</ul><p></p><p>
Ways of Working<br>
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.</p><p></p><p>
Benefits<br>
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways.</p><p></p><p>
About Us<br>
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.<br>
We&rsquo;re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.</p><p><br>
Our Commitment
</p><p>At Zoom, we believe great work happens when people feel supported and empowered. We&rsquo;re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know&mdash;we&rsquo;re here to support you at every step.</p><p></p><p>
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.</p><p></p>
#LI-Remote</div>

Developer Advocate Engineer, Contact Center

<div><p><b>What you can expect</b></p><p>
As a Developer Advocate Engineer for Zoom Contact Center, you&rsquo;ll help developers solve technical issues and build better products using the Zoom Developer Platform. You&rsquo;ll create content, code samples, and resources to support integration and adoption, especially in contact center use cases. This role requires a software engineering background and a passion for understanding and serving the needs of the developer community.</p><p></p><p>
Some overlapping hours with the Eastern Time zone are needed to collaborate effectively with global teams and support our worldwide developer community.</p><p></p><p><b>
About the Team</b></p><p>
The Zoom Developer Advocacy team helps ensure the success of developers and global audiences building on the Zoom Developer Platform. As an engineer, communicator, and community advocate, you&rsquo;ll support developers using Zoom&rsquo;s SDKs and APIs&mdash;including Zoom Video SDK, Contact Center, and Phone.</p><p></p><p><b>
What we&rsquo;re looking for</b></p><ul>
<li><p>
Have a Bachelors of Science/Technology or higher degree in Computer Science, or a related technical discipline</p></li>
<li><p>
3+ years of experience in developer support, developer advocacy, software engineering, or related developer-facing roles</p></li>
<li><p>
Demonstrate hands-on experience with contact center API integrations and is familiar with contact center technologies</p></li>
<li><p>
Demonstrate proficiency in modern web development (HTML, CSS, JavaScript), with an understanding of JavaScript in both browser and server-side environments such as Node.js.</p></li>
<li><p>
Possess effective communication with developers in written and virtual settings</p></li>
</ul><p></p><p><b>
Ways of Working</b><br>
Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.</p><p></p><p><b>
Benefits</b><br>
As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.</p><p></p><p><b>
About Us</b><br>
Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars.<br>
We&rsquo;re problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.</p><p><b><br>
Our Commitment
</b></p><p>At Zoom, we believe great work happens when people feel supported and empowered. We&rsquo;re committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know&mdash;we&rsquo;re here to support you at every step.</p><p></p><p>
If you need assistance navigating the interview process due to a medical disability, please submit an Accommodations Request Form and someone from our team will reach out soon. This form is solely for applicants who require an accommodation due to a qualifying medical disability. Non-accommodation-related requests, such as application follow-ups or technical issues, will not be addressed.</p><p></p>
#LI-Remote</div>

Aabasoft

<p></p><div><p>We are seeking a dynamic and results-oriented Recruiter with 3&ndash;5 years of proven experience in contact center hiring. The ideal candidate will excel in sourcing, screening, and onboarding talent for telecalling, telesales, and customer support roles in high-volume environments.</p>
<p></p>
<div><div><div><h4 class="jobSectionHeader"><b>Requirements</b></h4>
</div><div><div><ul><li><ul><li>Manage end-to-end recruitment for contact center/customer support positions.</li>
<li>Source candidates through job portals, social media, referrals, field sourcing, and walk-in drives.</li>
<li>Plan and execute bulk hiring initiatives, including walk-ins, job fairs, telephonic interview campaigns, and recruitment drives.</li>
<li>Coordinate interview scheduling, feedback, and final selection with internal teams and hiring managers.</li>
<li>Build and maintain an active talent pipeline to meet ongoing and future hiring needs.</li>
<li>Ensure compliance with organizational policies and labor regulations throughout the hiring process.</li>
</ul></li></ul></div></div></div><div><div><h4 class="jobSectionHeader"><b>What we Expect from you?</b><b>
</b></h4></div><div><div><ul><li>Familiarity with applicant tracking systems (ATS) and recruitment dashboards.</li>
<li>Ability to thrive in a target-driven environment with tight timelines.</li>
<li>Strong networking and relationship-building skills.</li></ul><br>
<p>
</p></div></div></div><div><div><h4 class="jobSectionHeader"><b>What you've got?</b><b>
</b></h4></div><div><div><ul><li>Prepare and manage recruitment dashboards, trackers, and reports for management review.</li>
<li>Achieve targets for timely closures in a fast-paced recruitment environment.</li>
<li>Bachelor&rsquo;s degree in any discipline (preferably in Human Resources, Business Administration, or related fields).</li>
<li>3&ndash;5 years of hands-on experience in recruiting for contact center roles (telecalling, telesales, customer support, or BPO).</li>
<li>Demonstrated success in bulk hiring for customer-facing roles.</li>
<li>Strong ability to assess communication skills, sales potential, and customer service aptitude.</li>
<li>Excellent interpersonal, organizational, and stakeholder management skills.</li></ul></div></div></div></div></div>

SR. RECRUITER – CONTACT CENTER HIRING

Trendyol

<div><div><div><b>About the Team</b></div><div>
At Trendyol Growth, we align pricing, discount, and marketing strategies to drive sustainable and scalable growth. We work cross-functionally with teams like Product, Category, and Operations to uncover opportunities and deliver impact. With a strong learning culture and data-driven mindset, we grow together &mdash; as individuals and as a team.</div><div></div><div><br>
As a <b>Contact Center Manager</b>, you'll be the key point of contact for our local inbound operations, directly managing our outsource vendors. You'll be responsible for actively monitoring critical KPIs like Service Level and First Contact Resolution to ensure we're delivering a high-quality customer experience. This role is a blend of operational oversight and strategic project management, where you'll drive improvements to achieve a better service quality.</div></div>
<div><div><h3 class="jobSectionHeader"><b>Responsibilities</b></h3><ul><li><ul><li>
Responsible for managing outsource vendor and acting as a POC for local inbound operations; with contact center operations, quality and financial perspective</li><li>
Together with Planning &amp; Monitoring team, actively monitoring vendor customer service KPIs like SL, AHT, ACHT, ACWT, FCR and taking actions about not met KPIs in case of need</li><li>
Periodically meeting with vendors and getting feedback for improvement areas</li><li>
Tracking agent, vendor CSAT and quality scores</li><li>
Developing projects for improving inbound operations to achieve better service quality</li></ul></li></ul></div></div>
<div><div><h3 class="jobSectionHeader"><b>Expected Qualifications</b></h3><ul><li><ul><li>
Bachelor's or Master&rsquo;s Degree in Engineering, Management, Business, or related fields preferred</li><li>
Extensive experience in Customer Service departmant</li><li>
Fluent in English communication, both written and verbal</li><li>
Strong leadership to manage in-house and outsourced teams</li><li>
Clear communicator with excellent verbal and written skills</li><li>
Strategic and analytical, with a focus on performance and KPIs</li><li>
Customer-focused and committed to service excellence</li><li>
Problem-solver with the ability to act quickly and effectively</li><li>
Relationship builder with vendors and cross-functional teams</li><li>
Adaptable in a fast-paced, changing environment</li><li>
Process-oriented with attention to detail</li></ul></li></ul></div></div><br>
<div></div>
<div><div><b>
What We Offer</b></div><ul><li><b>Personalised training allowance and learning opportunities: </b>Use your annual budget for any training or conference of your choice, explore our Learning Management System (LMS) anytime, and join in-person learning sessions offered throughout the year.</li><li><b>Responsibility from day one: </b>Take full ownership from the start in a culture where every voice is heard and valued.</li><li><b>A diverse, international team: </b>Collaborate with global peers across our offices in Berlin, Amsterdam, Dubai, and beyond, in a startup-spirited and collaborative environment.</li><li><b>Opportunities to grow with the best: </b>Tackle meaningful challenges, develop through hands-on experience, and grow with the support of expert guidance and global mentoring.</li><li><b>Meaningful connections beyond tasks:</b> Be part of team rituals, events, and social activities that help us stay connected and inspired.</li></ul><div></div><div><b><br>
Take the Next Step</b></div><div>
If this role excites you, apply today, we look forward to taking the next step with you.</div><div>
Want to get to know the team better first? Explore our Career Website, LinkedIn, or YouTube to learn more about #LifeatTrendyol and how we work.</div></div></div>

Contact Center Manager (Saudi Nationals Only)

Progressive

<p></p><div>Progressive is dedicated to helping employees move forward and live fully in their careers. Your journey has already begun. Apply today and take the first step to Destination: Progress.
<br>
<br>
As an <b>IT manager</b> on the Contact Center Support Tools team within the Telecom Experience platform organization. You&rsquo;ll lead a highly skilled service management team consisting of developers, business system analysts and quality assurance analysts. You&rsquo;ll coach and mentor the team and build collaborative relationships with our business, IT and vendor partners. In this role, you&rsquo;ll own three distinct products: Workforce management, Call Quality and Analytics and eLicensing. Additionally, you&rsquo;ll implement Progressive&rsquo;s Incident, problem, and Change Management processes and collaborate with others to set direction for your product portfolio.
<br>
<br>
This is a remote position with occasional travel to an office for important events, strategic work sessions, meetings and/or training.<br>
<br>
<b>Must-have qualifications</b><ul><li>
Minimum four years of work experience managing professionals, technologies, architecture, or project delivery.</li><li>
Bachelor's degree or higher in an Information Technology or Business discipline or related field of study (e.g., Computer Science, Business Management) and a minimum of one year of work experience managing professionals, technologies, architecture, or project delivery</li></ul><br>
<b>
Preferred skills:</b><ul><li>
A strong focus on building and maintaining engaging, high &ndash; performance team environments with a proven track record.
</li><li>Extensive experience in IT Service management, with deep knowledge of Incident, Problem, and Change Management, and a strong background in project delivery.
</li><li>Proficiency in LEAN and Agile delivery principles, including hands-on experience with AzDO/Git boards.</li><li>
Skilled in managing and optimizing enterprise contact center services, including vendor solutions, cost control, and rapid application of complex concepts.</li><li>
Experience building consensus and sponsoring complex initiatives, and managing vendors and teams through strategic partnerships and strong communication skills</li></ul><br>
<b>
Compensation
</b><ul><li>$136,340-$160,400/year</li><li>
Gainshare annual cash incentive payment up to 40% of your eligible earnings based on company performance</li></ul><br>
<b>
Benefits
</b><ul><li>401(k) with dollar-for-dollar company match up to 6%
</li><li>Medical, dental &amp; vision, including free preventative care
</li><li>Wellness &amp; mental health programs
</li><li>Health care flexible spending accounts, health savings accounts, &amp; life insurance
</li><li>Paid time off, including volunteer time off
</li><li>Paid &amp; unpaid sick leave where applicable, as well as short &amp; long-term disability
</li><li>Parental &amp; family leave; military leave &amp; pay Diverse, inclusive &amp; welcoming culture with Employee Resource Groups
</li><li>Career development &amp; tuition assistance
</li></ul><br>
Energage recognizes Progressive as a 2025 Top Workplace for: Innovation, Purposes &amp; Values, Work-Life Flexibility, Compensation &amp; Benefits, and Leadership.
<br>
<br>
Equal Opportunity Employer<br>
<br>
<b>Sponsorship for work authorization for foreign national candidates is not available for this position</b><br>
<br>
For ideas about how you might be able to protect yourself from job scams, visit our scam-awareness page at https://www.progressive.com/careers/how-we-hire/faq/job-scams/<br>
#LI-Remote</div>

IT Manager - Contact Center Tools

البنك التجاري الدولي

<div></div><div><div>Description<div></div><p><b><br>
JOB PURPOSE</b></p><p><b>
To professionally handle inbound calls in terms of (inquiries, complaints, request)</b><b> </b><b>in order to maintain customer satisfaction and good image for the bank by providing a prompt, efficient and courteous service to customers. In addition, to apply the sales techniques during the inbound calls for eligible customers while abiding with the approved scripts to achieve the set sales targets for the branch in the sky strategy.</b></p><p><b>
KEY ACCOUNTABILITIES</b></p><p><b>
Customer Calls Handling</b></p><p>
1. Follow professional telephone etiquette/social media handling techniques and work policies to efficiently address various customer needs &amp; concerns.</p><p>
2. Handle inbound interactions received on CIB official social media platforms in a professional manner to maintain customer satisfaction and good image for the bank by providing a prompt, efficient and courteous service to followers.</p><p>
3. Apply appropriate actions to effectively control a telephone calls interaction that improve the call average handling time/ interactions average response time.</p><p>
4. Liaise with other departments to ensure proper closure of pending customers inquires/requests.</p><p>
5. Ensure high service quality during inbound calls interactions, and handle customer&rsquo;s complaints according to the Contact Center approved standards to maintain customer satisfaction.</p><p>
6. Apply the sales techniques during the inbound calls for eligible customers / products while abiding with the approved scripts to achieve the set sales targets for the branch in the sky strategy.</p><p>
7. Update customer records with details of the inquiry and the response ensure accuracy and availability of Customer records.</p><p>
Post content on CIB official social media platforms (if needed) &amp; within the agreed quality levels to maintain customer satisfaction.</p><div><br>
</div></div><div>
Qualifications<div></div><p><b><br>
 </b><b>Qualifications &amp; Experience</b></p><p>
&sect; Bachelor&rsquo;s degree of Commerce, Business Administration, Accounting or its equivalent.</p><p>
&sect; 0 &ndash; 1 years of experience</p><p><b>
Skills</b></p><p>
&sect; Excellent command of English and Arabic languages</p><p>
&sect; Proficient user of MS Office</p><p>
&sect; Reliable, energetic and cooperative</p><ul><li><p>
Excellent communication skills</p></li></ul><div><br>
</div></div><div>
Primary Location: Egypt-Giza-SMART VILLAGE BLDG. 4</div><div>
Work Locations: SMART VILLAGE BLDG. 4</div><div>
Job: Front Liner</div><div>
Organization: FINANCE, STRATEGY, OPERATIONS &amp; TECHNOLOGY</div><div>
Shift: Rotating</div><div>
Job Type: Full-time Employee</div></div>

CONTACT CENTER INBOUND AGENT | OUTSOURCE

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Contact Center Manager (Saudi Nationals Only)

IT Manager - Contact Center Tools

CONTACT CENTER INBOUND AGENT | OUTSOURCE