Customer Technical Support Representative

ROLES AND RESPONSIBILITIES:

The Manager/Deputy Unit Manager – Dialer Ops serves as the functional owner of dialer performance across DMS portfolios. The role independently manages end-to-end dialer operations, leads performance optimization, and drives analytical insights to strengthen calling effectiveness. This position acts as a bridge between tactical execution and strategic decision-making, ensuring that dialer efficiency, compliance, and penetration targets are consistently met. The role requires strong domain expertise, analytical rigor, and cross-functional collaboration.

KEY RESPONSIBILITIES:

Dialer Strategy & Execution:

• Manage end-to-end execution of multiple dialer campaigns across various DMS delinquency buckets (X, 30+, 60+, 90+, etc.).
• Develop and execute segmentation-based calling strategies as guided by the business and senior leadership.
• Conduct deep-dive diagnostics on dialer logs, routing, pacing logic, and campaign-level performance.

Performance Optimization & Analytics:

• Analyze daily/weekly dialer metrics and highlight performance trends, gaps, and improvement opportunities.
• Implement dialing strategy enhancements—attempt logic, retry cycles, skill routing, and call distribution.

Compliance & Governance:

• Conduct rigorous audits of calling lists, exclusion logic, DND filters, opt-outs, customer consent, and allowed calling windows.
• Ensure adherence to regulatory guidelines, internal audit standards, and risk controls.
• Maintain robust documentation of campaign changes, SOP updates, and version logs.

Cross-Functional Coordination:

• Collaborate with Operations for workforce alignment, agent readiness, and campaign prioritization.
• Work with Tech teams to resolve dialer issues, API failures, latency lags, and integration errors.
• Partner with Quality and Policy teams to align operational execution with business rules.
• Coordinate with MIS teams for data validation and report automation.

Reporting & Governance:

• Prepare and publish daily/weekly/monthly MIS reports, dashboards, and analytical presentations.
• Present dialer performance during weekly business reviews and highlight key insights or areas requiring action.
• Track KPI dashboards for leadership, including connect %, agent utilization, penetration, drop %, and productivity metrics.

IDEAL CANDIDATE:

Domain & Technical Expertise:

• Strong understanding of Collections, DMS frameworks, delinquency buckets, and customer treatment strategies.
• Hands-on experience with enterprise-grade dialer systems (Genesys / Avaya / Aspect / Ameyo / NICE / Five9).
• In-depth knowledge of dialer modes (predictive, preview, progressive), pacing logic, call blending, and routing principles.
• Working knowledge of CRM systems, CTI integrations, and lead management platforms.

Analytical & Reporting Skills:

• Advanced Excel skills (Power Query, Pivots, Index/Match, Nested formulas, Data modeling).
• SQL proficiency preferred for data extraction, query building, and troubleshooting.
• Ability to interpret large data sets and convert findings into actionable insights.

Execution & Problem-Solving Skills:

• Strong troubleshooting ability to resolve dialer failures, configuration errors, and performance bottlenecks.
• High execution discipline with the ability to manage multiple campaigns simultaneously.
• Strong decision-making capabilities under operational pressure.

Communication & Stakeholder Management:

• Ability to collaborate effectively with cross-functional teams (Ops, Tech, Analytics, Compliance).
• Strong documentation, reporting, and presentation skills.
• Ability to translate analytical findings into business-friendly recommendations.

Eligibility-

• Open to employees in GB03A / GB03B as per mobility and internal movement guidelines.
• Must have completed minimum tenure requirements as defined by HR.
• No active performance improvement plan or disciplinary action.
• Consistent performance ratings and adherence to compliance norms.

PERKS, BENEFITS AND WORK CULTURE:

Our people define our passion and our audacious, incredibly rewarding achievements. The company is one of India’s most diversified non-banking financial companies, and among Asia’s top 10 Large workplaces. If you have the drive to get ahead, we can help find you an opportunity at any of the 500+ locations we’re present in India.

Experience - 10-20  Yrs

Job Location - CommerZone, Yerwada, Pune

Work Mode - Work from Office

Shifts - General Shift

Work days - 5 days

Quantification - Graduation full time mandatory

Domain - Payment/Card/Banking/BFSI/ Retail Payments

Job Type - Full Time

Notice period - Immediate or 30 days

Interview Process -

1) Screening

2) Virtual L1 interview

3) Managerial Round Face to Face at Pune Office

4) HR Discussion

Job Description 

Job Summary:

The Production/L2 Application Support Manager will be responsible for managing the banking applications that supports our payment gateway systems in a production environment. You will oversee the deployment, monitoring, optimization, and maintenance of all application components. You will ensure that our systems run smoothly, meet business and regulatory requirements, and provide high availability for our customers.

Key Responsibilities:

• Manage and optimize the application for the payment gateway systems to ensure high availability, reliability, and scalability.
• Oversee the day-to-day operations of production environments, including managing cloud services (AWS), load balancing, database systems, and monitoring tools.
• Lead a team of application support engineers and administrators, providing technical guidance and support to ensure applications and infrastructure solutions are implemented efficiently and effectively.
• Collaborate with development, security, and product teams to ensure application support the needs of the business and complies with relevant regulations.
• Monitor application performance and system health using monitoring tools and ensure quick resolution of any performance bottlenecks or system failures.
• Develop and maintain capacity planning, monitoring, and backup strategies to ensure scalability and minimal downtime during peak transaction periods.
• Drive continuous improvement of processes and tools for efficient production/application management.
• Ensure robust security practices are in place across production systems, including compliance with industry standards
• Conduct incident response, root cause analysis, and post-mortem analysis to prevent recurring issues and improve system performance.
• Oversee regular patching, updates, and version control of production systems to minimize vulnerabilities.
• Develop and maintain application support documentation, including architecture diagrams, processes, and disaster recovery plans.
• Manage and execute on-call duties, ensuring timely resolution of application-related issues and ensuring proper support coverage.

Skills and Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
• 8+ years of experience managing L2 application support in high-availability, mission-critical environments, ideally within a payment gateway or fintech organization.
• Experience with working L2 production support base on Java programming.
• Experience with database systems (SQL, NoSQL) and database management, including high availability and disaster recovery strategies.
• Excellent communication and leadership skills, with the ability to collaborate effectively across teams and drive initiatives forward..
• Ability to work well under pressure and in high-stakes situations, ensuring uptime and service continuity.

Position Description

We are looking for a highly motivated, hands-on Sr. Database/Data Warehouse Data Analytics developer to work at our Bangalore, India location. Ideal candidate will have solid software technology background with capability in the making and supporting of robust, secure, and multi-platform financial applications to contribute to Fully Paid Lending (FPL) project. The successful candidate will be a proficient and productive developer, a team leader, have good communication skills, and demonstrate ownership.

Responsibilities

• Produce service metrics, analyze trends, and identify opportunities to improve the level of service and reduce cost as appropriate.
• Responsible for design, development and maintenance of database schema and objects throughout the lifecycle of the applications.
• Supporting implemented solutions by monitoring and tuning queries and data loads, addressing user questions concerning data integrity, monitoring performance, and communicating functional and technical issues.
• Helping the team by taking care of production releases.
• Troubleshoot data issues and work with data providers for resolution.
• Closely work with business and applications teams in implementing the right design and solution for the business applications.
• Build reporting solutions for WM Risk Applications.
• Work as part of a banking Agile Squad / Fleet.
• Perform proof of concepts in new areas of development.
• Support continuous improvement of automated systems.
• Participate in all aspects of SDLC (analysis, design, coding, testing and implementation).

Required Skill

• 5 to 7 Years of strong database (SQL) Knowledge, ETL (Informatica PowerCenter), Unix Shell Scripting.
• Database (preferably Teradata) knowledge, database design, performance tuning, writing complex DB programs etc.
• Demonstrate proficient skills in analysis and resolution of application performance problems.
• Database fundamentals; relational and Datawarehouse concepts.
• Should be able to lead a team of 2-3 members and guide them in their day to work technically and functionally.
• Ensure designs, code and processes are optimized for performance, scalability, security, reliability, and maintainability.
• Understanding of requirements of large enterprise applications (security, entitlements, etc.)
• Provide technical leadership throughout the design process and guidance with regards to practices, procedures, and techniques. Serve as a guide and mentor for junior level Software Development Engineers
• Exposure to JIRA or other ALM tools to create a productive, high-quality development environment.
• Proven experience in working within an Agile framework.
• Strong problem-solving skills and the ability to produce high quality work independently and work well in a team.
• Excellent communication skills (written, interpersonal, presentation), with the ability to easily and effectively interact and negotiate with business stakeholders.
• Ability and strong desire to learn new languages, frameworks, tools, and platforms quickly.
• Growth mindset, personal excellence, collaborative spirit
• 
  

Good to have skills.

• Prior work experience with Azure or other cloud platforms such as Google Cloud, AWS, etc.
• Exposure to programming languages python/R/ java and experience with implementing Data analytics projects.
• Experience in Git and development workflows.
• Prior experience in Banking and Financial domain.
• Exposure to security-based lending is a plus.
• Experience with Reporting/BI Tools is a plus.

LogiNext is looking for a technically savvy and passionate QA Lead to cater to the testing efforts in the domain of manual testing. You will help the team in building an awesome manual platform from scratch and test the product for quality & stability.

You should have hands-on experience in testing and writing test case to develop and execute exploratory tests in order to ensure product quality. You will have to estimate, plan, and coordinate testing activities. You will also have to ensure that quality issues and defects are appropriately identified, documented, tracked, and resolved in our defect tracking system. You should have strong inter-personal and communication skills.

Responsibilities:

• Design, implement & execute the test cases for product features
• Identify, record & track the bugs or enhancements early in the release life cycle
• Create detailed, comprehensive and well-structured test plans and test cases
• Perform thorough regression testing when bugs are resolved and support testing quick patches to production
• Review requirements specifications and technical design documents to provide timely and meaningful feedback
• Create repeatability in testing that enables and validates high quality releases
• Identify functional/non-functional issues and come up with scalable resolutions
• Engage actively with cross functional teams to enable timely delivery through good planning, proactive communication and timely execution
•  

Requirements:

• Bachelor’s degree in Computer Science, Information Technology or a related field
• 11 to 14 years of relevant experience in the testing domain for SaaS products
• Hands-on experience in non-functional testing skills like Load Testing, Performance Testing and Security Testing
• Experience in testing APIs, web and mobile applications
• Experience in automation of web and mobile platforms
• Experience in working on Linux/Unix environment
• Knowledge of DevOps is an added advantage
• Understanding of Software Development (preferably Java) and Continuous Integration Systems
• Experience with testing on AWS environments
• Experience of working in Agile Environment
• Excellent written and oral communication skills, judgment and decision making skills, and the ability to work under continual deadline pressure

About Us

Welthungerhilfe (WHH) is an international aid agency headquartered in Germany with its vision for “Zero Hunger by 2030”, the second sustainable development goal set by the UN. It has thousands of programs fighting hunger in more than 30 countries. (https://www.welthungerhilfe.org/">https://www.welthungerhilfe.org)  (https://www.childgrowthmonitor.org/">https://www.childgrowthmonitor.org).

Child Growth Monitor (CGM) is Welthungerhilfe’s digital innovation project leveraging AI to fight child malnutrition. Around 200 million children around the world are suffering from malnutrition. Malnutrition contributes to one-third of deaths of children under the age of five. In the fight against malnutrition, detection is the first important step, but this is not an easy task: Measuring children with traditional methods is still a complex, slow, and expensive task, frequently resulting in poor data and wrong assessments of the child’s health. Early detection of malnutrition becomes the key to initiating treatment, minimizing the risk of complications,

and saving lives by reducing the chances of death to a great extent.

Our solution to measure children replaces hardware (bulky measuring boards and physical scales) with off-the-shelf cell phones and AI. CGM uses augmented reality-enabled smartphones to record 3D scans of children. Artificial Intelligence is used to predict their height, weight, and middle upper-arm circumference needed to know the nutritional status of the children.

What you would do to help us save millions of children's lives

We are looking for you as an experienced Sr Software Engineer who works collaboratively with the dedicated team of tech specialists (AI, ML & Data Scientists) distributed globally have a shared responsibility for ensuring high quality and

Scalable health care product in an agile approach.

This posting concerns a full-time assignment working for Welthungerhilfe’s CGM in a freelance capacity but Full-time employment (payroll) is scheduled for the end of 2022 latest. We are in the process of setting up CGM as a registered social business from mostly January 2023 and moving all the consultants on CGM payrolls.

Responsibilities

• Designing, developing features, refinement/improving and implementing the CGM product in a secure, well-tested, and performant way.
• De-bugging of the current issues
• Collaborate with Product Management and other stakeholders within Engineering (Frontend, UX, etc.) to maintain a high bar for quality in a fast-paced, iterative environment.
• Advocate for improvements to product quality, security, and performance.
• Solve technical problems of moderate scope and complexity.
• Craft code that meets our internal standards for style, maintainability, and best practices for a high-scale Mobile app environment. Maintain and advocate for these standards through code review.
• Provide mentorship for Junior and Intermediate Engineers on your team to help them grow in their technical responsibilities and remove blockers to their autonomy.

 Requirements and skills

• Comfort working in a highly agile, intensely iterative software development process.
• Demonstrated capacity to clearly and concisely communicate about complex technical, architectural, and/or organizational problems and propose thorough iterative solutions.
• Experience with performance and optimization problems and a demonstrated ability to both diagnose and prevent these problems.
• Extensive experience in core Python (3-7yrs)
• Should have worked on Azure or any Cloud and Azure data factory or any similar data platforms
• Experience using Flask/Flutter framework
• Experience working on mobile applications/Web applications (writing flask framework)
• Knowledge of DevOps Pipeline
• Good experience in SQL database
• Working knowledge in Data engineering (ETL pipelines Result Generation Module)
• Basic understanding of front-end technologies such as Vue JS
• Working knowledge in creating predictive models for AI and ML-based features
• Tech /BE in Computer Science with a total of 7 years of software development/Programming experience.

Desired skills

• Good to have an experience in Kubernetes (opensource system)
• Good to have experience working on healthcare mobile apps (predictive analytics and image diagnostics)
• Experience owning a project from concept to production, including proposal, discussion, and execution.
• Proficient understanding of code versioning tools

Soft/Human Skills

• Positive and solution-oriented mindset.
• Excellent communication & interpersonal skills
• Self-motivated and self-managing, with excellent organizational skills.
• Ability to thrive in a fully remote organization

Job Title:  Business Systems Analyst – Oracle EBS and Fusion Cloud

Job Description

As Oracle BSA, you will be part of a team responsible for building and supporting the key design solutions, Interfaces, and day to day activities. You will work alongside Solution Architects and Technical team to design/build/support the existing Oracle EBS system.

Key Responsibilities

• Work in a cross functional team environment to provide functional application support for the Oracle EBS application.
• Build effective working relationships with all stakeholders. Execute against agreed-upon commitments to deliver success.
• Support data driven decision-making.
• Deploy the objects to Dev, SIT & UAT environments in the projects.
• Analyze and fix any issues coming out of testing in SIT and business Testing in UAT in the implementation projects.
• Work collaboratively with team members to design a solution that will meet business requirements and fulfill user requirements.

Experience & Skills

• Have strong functional and analytical skills on problem solving and suggest solutions.
• Working functional knowledge on Oracle Procure to Pay, Inventory and WMS modules.
• Should have ability to work independently on Project deliverables.
• 5-10 years of experience in implementation and support of procurement systems.
• Experience in end-to-end solution design in Procure to Pay and Inventory modules.

Do you want to develop products and experiences that mean the world to your clients and their users? Do you want to work on transformative projects as opposed to minor tweaks to a product? Do you want to be exposed to work ranging from startups to Fortune 500 enterprises to global non-profits?

We are Finiteloop, a growing design and technology studio in Bangalore. We work hard to build grounded and exhilarating experiences for our customers and their users. Our design work dives deep into Design Thinking, Experience design, and Service design. On the technology side, we work on Solution architecture of large enterprise applications and, cutting-edge explorations on new technologies like Machine Learning and Blockchain.

We strive for client success and push our clients into thinking and doing more for their customer's experiences. All of us are self-driven individuals passionate about building products that deliver great experiences at scale. Our team is currently working on a wide variety of projects: communication design for safety culture on board cargo ships, mobile app for seafarer community, transforming how public radio can integrate with the digital world and, simplifying the user experience of oil and gas explorers.

We are looking for a person with excellent visual sensibilities with an ability to code jaw-dropping designs that make people feel like a part of the future. We want to look towards you as our Usability champion, especially when designing for accessibility. You will have to be self-driven, understand your brief and think more on it before executing it as per schedule. You will juggle couple of projects at the same time and we will create a space you follow your creative processes within these project constraints.

We have an extremely open culture that promotes questioning, honest critique and, quirky thinking. Over and above everything, we only can work with people who will do anything to follow the highest ethics of business and teamwork and a dedication to their craft.

Applications we want to work with you on:

• Digital applications and media (web or Mobile)
• Detailed component-level reusable UI libraries
• Applying micro interactions and creating components for the same.
• Developing user friendly, interactive, responsive web and mobile apps.

Things we would love to surprise us with:

• Independently design & develop new user-facing features
• Build reusable code and libraries for future use
• Optimise application for maximum speed and scalability on front-end side
• Collaborate with team members and key stakeholders
• Ensures latest technology standards, guidelines are utilized for development
• Assess & analyse web performance, come with resolution & causes and guide the team in implementation
• Guide and mentor team members
• Image authoring tools, to be able to crop, resize, or perform small adjustments on an image
• Enable and use automation tools to fast track development

Technologies & Tools we would want you to work on:

• ReactJS
• Angular
• HTML, CSS, CSS Pre-Processors
• NodeJS
• SEO, Accessibility
• Automated Unit & End-End tests
• React Native, Flutter

Some of our projects which you will get to work on: COVID-19 response | Service design exercise for reorganizing a $200mil company | Creating UX experience for products using Blockchain technology | Speculative design exercises for imagining the future | Creating an award-winning marketing website | Reimagining public radio digital experience

Write to us with any samples of work and a small note on why you would be interested to work with us.