Customer Care Executive

ROLE OVERVIEW:

• The Learning Architect will be a visionary and influential professional whose core responsibility is to strategically guide the development of innovative and effective learning services/products in a customer-facing capacity, often requiring travel to engage with customers. This role demands deep expertise across the entire learning services/products lifecycle, from initial customer consultation and conceptualization to successful implementation and evaluation, grounded in a strong understanding and application of various instructional systems design methodologies and emerging learning technologies. The Learning Architect will champion the strategic integration of simulations, AR/VR, game-based learning, gamification, and other new learning technologies to enhance both comprehensive macro learning programs and targeted micro learning initiatives, ensuring culturally sensitive and accessible learning experiences for diverse learners.

RESPONSIBILITES:

- Strategic Direction in Learning Services/Product Development & Customer Engagement:

- Define and champion the vision and strategy for customer-facing learning services/products, aligning with organizational goals and customer needs. Apply adult learning principles, instructional design (ADDIE, SAM, Agile ISD), and leverage simulations, AR/VR, gamification, and new technologies. Ensure quality, accessibility,

and cultural relevance.

- Human-Centric Learning Experience Design:

- Design innovative, engaging learning experiences using advanced instructional methodologies. Integrate simulations, AR/VR, and game-based learning to enhance knowledge transfer. Develop learning architectures that combine diverse content formats and interactive tools.

- Compelling Content Creation & Adaptation:

Oversee high-quality, culturally sensitive content development for macro and microlearning. Use AI ethically and explore AR/VR and games for immersive delivery.Innovate content formats to improve retention across diverse audiences.

Culturally Intelligent & Inclusive Design:

- Embed cultural intelligence and accessibility into all learning products, ensuring inclusivity in simulations, games, and AR/VR. Guide teams on localization, dialects, and accessibility for diverse learners.

- Digital Learning Development & Deployment:

Direct the use of authoring tools, LMS/LXPs, and digital platforms for scalable learning solutions. Evaluate emerging technologies (AR/VR, game development) to enhance learning impact, considering customer infrastructure.

- Quality & Impact Excellence:

Enforce rigorous QA standards for accuracy, functionality, and cultural appropriateness.Analyze feedback and analytics to improve learning effectiveness, particularly in game-based and immersive experiences.

-Strategic Thinking & Customer Alignment:

Align learning services with customer business needs, industry trends, and evolving learning technologies to foster long-term partnerships.

-Vision & Innovation Driver:

Promote innovation by adopting new technologies and pedagogical approaches,including simulations, AR/VR, and gamification, to deliver cutting-edge customer

solutions.

-Teamwork & Collaboration:

Foster collaboration between internal teams, SMEs, and customers, ensuring seamless integration of new learning technologies and clear communication.

- Communication & Influence:

Articulate the vision and benefits of learning solutions, including AR/VR and gamification,to stakeholders, building buy-in through persuasive, design-backed rationale.

- Developing Others:

Mentor teams in instructional design, cultural sensitivity, and emerging technologies,enhancing customer-focused expertise.

- Project Guidance & Partnership:

Ensure efficient project execution and strong customer relationships through proactive communication and alignment with their needs.

- QUALIFICATION AND EXPERIENCE:

• Advanced degree (Master’s required, PhD preferred) in ISD, Educational Technology,

• Learning Sciences, Game Design, HCI, or a related field, with expertise in ISD methodologies, AR/VR, and game-based learning.

• 12+ years of experience leading the strategic development of complex e-learning solutions, applying ISD models (ADDIE, SAM, Agile ISD) and innovative technologies in customer-facing roles.

• Strong knowledge of learning theories, human-centric design, CRM, and emerging tech (AR/VR, game design, AI-powered tools, and learning analytics).

• Proven leadership in managing product teams, engaging customers, and delivering inclusive, accessible global learning experiences.

• Strategic thinker with excellent project management (including Agile), communication, and presentation skills, particularly in advocating for new learning technologies.
• Commitment to cultural intelligence and accessibility in games/immersive tech.Willingness to travel and deep understanding of learning trends, ISD applications, and macro/micro learning best practices.

• Needs to have clear, concise communication skills, both written and verbally, must speak slowly and clearly

• Needs to be able to answer incoming calls from customers and create tickets, assist with requests, be able to call third party vendors to open tickets and manage from creation to completion

• Needs to be able to follow multiple different processes depending on the circumstances

• Avaya Communication Manager including G650 – Triage alarms, Troubleshooting breakfix issues and simple/complex MAC

• Avaya Media Gateways: G430, G450, G700, G350 – Triage alarms, troubleshooting breakfix issues

• System Manager/Session Manager (SIP) – Triage alarms, Troubleshooting breakfix issues including SIP and simple/complex MAC • AES – Triage alarms, Troubleshooting breakfix issues

• Avaya ACSS certification

• Avaya SBC – Triage alarms, Troubleshooting breakfix issues

• CMS - Triage alarms, Troubleshooting breakfix issues and simple/complex MAC • Avaya One X Agent/Communicator- Troubleshooting breakfix issues

• AVST - Triage alarms, Troubleshooting breakfix issues and simple/complex MAC

• IX messaging - Triage alarms, Troubleshooting breakfix issues and simple/complex MAC

• AAM - Triage alarms, Troubleshooting breakfix issues and simple/complex MAC

• Intuity Audix - Triage alarms, Troubleshooting breakfix issues and simple/complex MAC MM- Triage alarms, Troubleshooting breakfix issues and simple/complex MAC

• CMM- Triage alarms, Troubleshooting breakfix issues and simple/complex MAC

• Utility Servers- Triage alarms, troubleshooting breakfix issues and simple/complex MAC

• Avaya Aura Media Server- Triage alarms, troubleshooting breakfix issues

What you need to have:

Job Description

As a Solutions Architect you will be responsible for analyzing, designing and developing viable solutions as per the client needs. You will work with internal and client teams to translate customer needs and business requirements into detailed technical solutions, in both project and proposals scenarios. You will be working in a fast-paced environment solving unique and challenging software problems and developing innovative solutions.

Key Responsibilities

• Analyze customer technology, define business and technical requirements;
• Define & drive end-to-end technical solutions. Expected to be hands-on as and when required
• Evaluate potential solutions and systems architecture to ensure that they meet all requirements;
• Contribute to project plan and participate in all project phases (feasibility study, requirement definition, implementation and configuration, user acceptance tests);
• Hold and lead meetings with internal and customers teams to review requirements, address open issues/questions, close gaps;
• Develop technical presentations, proposals and perform customer presentations;
• Work with different teams on planning activities as well as delivery;
• Provide thought leadership to the team around new approaches and workflows and technologies
• Take complete bottom line responsibility of technical designs, code development, and test executions to demonstrate alignment to the functional specification.
• Collaborate with a project team comprised of talented employees with

diverse and complementary skills.

Professional Skill Requirements

• Overall 10 to 12 yrs of IT experience.
• A proven track record of successful project/product implementation with

minimal of 3 years of Continuous Integration, Continuous Delivery, Pair

programming and Test-Driven Development.

• Expert Knowledge of architecture/design frameworks and patterns
• Experience of delivering complex software products relaying on Front End technologies such as Angular JS, React or similar is beneficial
• Experienced on backend web technologies & frameworks as Spring, Spring Boot or equivalent . nodejs is beneficial
• Exposure to Microservices Architectures, Containers & Cloud is appreciated
• Experience with RESTFull design, API First approach and best practices in API definition
• Exposure on JavaScript 6, Typescript, Redux, Redux Middleware & Redux

Axios

• Clear concepts on HTML5, CSS3, JavaScript, jQuery
• Exposure on testing frameworks like Jasmine, Karma, Protractor
• Experience developing on both mobile and web platforms
• Exposure to Agile based execution processes
• Proven skills in improving quality and performance tuning

Responsibilities
- Experience executing projects on WordPress
- Experience customizing existing WordPress plug-ins for integration or other requirements
- Expertise in customizing, developing, and integrating WordPress themes
- Manage the project giving importance to cost and quality
- Work with the user group to improve the solution

- Document existing functions and processes

Skills & Qualifications
- Minimum 4 year of hands on experience in WordPress development
- Good understanding of PHP, MYSQL, HTML5, CSS3 and jQuery
- Strong knowledge of PHP web frameworks
- Understanding the fully synchronous behavior of PHP
- Understanding fundamental design principles behind a scalable application
- Integration of multiple data sources and databases into one system
- Familiarity with SQL/NoSQL databases and their declarative query languages

Team Lead – Operations

·       Must have work experience in a BPO of 1 year as a Team Lead

·       Should be fluent in English and Hindi (able to clear Versant 4)

·       Open to rotational shifts and week off  (24/7 process)

·       6 day working

·       Experience in Inbound calling

·       Managing a team of at least 15 callers

·       Must have qualities of a good leader