Site reliability Engineer

As a Customer Support Representative, you will be the first point of contact for customers reaching out via IVR (inbound calls), chat, and email. You will be responsible for resolving customer issues within defined SLAs, delivering a high-quality customer experience, and proactively identifying upsell or cross-sell opportunities.

This role is performance-driven, with clear KRAs and KPIs focused on resolution speed, ownership, customer satisfaction, and proactive support.

Key Responsibilities

1. Customer Issue Resolution & Productivity:

• Handle inbound calls, chats, and email tickets professionally and efficiently.
• Ensure accurate ticket creation and categorisation in the CRM for every interaction.
• Resolve customer issues within defined SLAs (majority within 4 business hours).
• Maintain high First Contact Resolution (FCR) for IVR and quick First Response Time (FRT) for chat.
• Maintain high availability and responsiveness during assigned shifts.

2. Customer Experience & Satisfaction:

• Deliver a positive, empathetic, and solution-oriented experience on every interaction.
• Maintain high CSAT scores by setting correct expectations and closing issues completely.
• Ensure customers clearly understand the resolution provided before closing tickets.

3. Ownership & Accountability:

• Take end-to-end ownership of assigned tickets until closure.
• Avoid unnecessary escalations by resolving issues at first touch wherever possible.
• Proactively follow up on pending cases and ensure closure within SLA.
• Escalate only when required, with complete context and documentation.

4. Revenue Signals, Cross-sell & Proactiveness:

• Identify and share qualified upsell, cross-sell, or referral opportunities during customer interactions.
• Highlight relevant MyOperator products or features based on customer needs.
• Share opportunities clearly with the Account Manager via CRM or defined processes.

5. Process Adherence & CRM Hygiene:

• Follow defined support processes, workflows, and communication guidelines.
• Ensure accurate and timely updates in CRM for all tickets and interactions.
• Participate in new process rollouts, tool adoption, and team initiatives.

Skills & Competencies:

Must-Have Skills:

• Strong verbal and written communication skills (English required; Hindi/regional language is a plus).
• Customer-first mindset with problem-solving ability.
• Ability to multitask across calls, chat, and tickets.
• Comfortable working with CRM tools and support dashboards.
• Willingness to work in shifts, including weekends if required.

Good-to-Have:

• Prior experience in B2B SaaS, telecom, or customer support roles.
• Experience handling chat or omnichannel support.
• Basic understanding of CRM or cloud communication platforms.

Behavioural Expectations:

• Ownership-driven: sees problems through to closure.
• Process-oriented but customer-centric.
• Comfortable working with targets, SLAs, and scorecards.
• Open to feedback, coaching, and continuous improvement.
• Team player who collaborates well with TLs and Account Managers.

Role Overview

We’re hiring a Senior Backend Engineer who can build high-performance backend systems using Node.js. You’ll work on complex engineering problems, optimize for scale, and own features end-to-end.

Key Responsibilities

● Develop backend services, APIs, and microservices using Node.js frameworks (Express, Nest.js).

● Own modules end-to-end: design → implementation → testing → deployment.

● Write high-quality, testable, maintainable code.

● Optimize performance, scalability, and reliability across systems.

● Troubleshoot production issues, perform RCA, and improve stability.

● Work with databases (SQL & NoSQL), caching, and async processing.

● Collaborate with DevOps for CI/CD, deployments, and automation.

● Contribute to improving engineering standards, documentation, and processes

What we’re looking for:

● 4 to 7 years of hands-on backend development experience.

● Strong in Node.js, async patterns, TypeScript (preferred), and REST APIs.

● Solid understanding of: Data modeling Queues & background jobs Caching (Redis) API optimization

● Experience with relational DBs (PostgreSQL/MySQL) and NoSQL (DynamoDB/MongoDB/ Redis).

● Experience with messaging/queues: Kafka, RabbitMQ, SQS, or equivalent.

● Familiarity with Docker, Git, and CI/CD pipelines.

● Exposure to AWS or cloud infrastructure.

● Strong debugging and performance tuning skills.

● Ability to work in a fast-paced, startup-like environment.

Here are answers to some questions you may have

Where is your office?

Chennai (Velachery)

Work Model

Work from Office – because great stories are built in person!

Do you have an online presence?

https://amura.ai (we are @AmuraHealth on all social media)

For better insights:

https://drive.google.com/file/d/11UHgXqYc7XSJ3IAdFyEm-EurgOzqsmzA/view?usp=sharing

Job Title: Power Automate

Experience: 9+ Years

Location: Bangalore/Pune/ Kochi

JD For Power Automate

We are seeking an Intelligent Automation Developer specialized in M365 Power Platform Power Automate to join our team of consultants focused on designing, building, and deploying digital workforces that support of our clients' desires to transform their business and evolve their capabilities.

As a member of our Intelligent Automation team, you will...

• Work collaboratively with our team and customers to understand their vision and objectives, and identify and document requirements.
• Design, develop, implement, and support process automation and agentic AI solutions that conform to business requirements.
• For Power Automate specialized positions; Design, Develop, optimize, and maintain Power Apps, Power Automate Flows, Power Pages, and Power BI solutions.
• Copilot and Copilot Studio experience is preferred, while the desire and ability to learn AI-led automation tools upon joining our team is desired.
• Extend Power Automate solutions using Power Platform connectors and plugins.
• Integrate Power Automate solutions with existing systems and data sources such as ServiceNow, SQL, SharePoint, Snowflake, SAP, Dataverse, and Azure environments, and others like these.
• Utilize HTML, JavaScript, and CSS to customize the user interface and functionality of Power Apps and Power Pages for UI and interactive layer solutions in an end-to-end automation product.
• Ensure responsive design and Section 508 compliance for all deliverables.
• Participate in Agile / Agile Scrum development.
• Collaborate with cross-functional teams, the client, and potentially 3rd party partners and vendors.
• Communicate effectively with team members, business stakeholders, and end-users to gather requirements, create and run solution demonstrations, and provide project updates.
• Participate in configuration and code reviews.
• Create and maintain end-user, how to, help guides, checklists, and technical documentation.
• Integrate Power Platform with the ServiceNow platform.
• Using ServiceNow, support key ITIL processes and ServiceNow applications by developing and modifying the ServiceNow functionality.
• Create user documents, training, and other relevant materials that support end-users.
• Function as first-line support for Power Automate and related M365 and Power Platform solution end-users and client administrators.
• Performs fixes and enhancements as needed.
• Other duties and responsibilities as assigned.

Required Experience - Power Automate project focus:

• Power Platform Development
• Power Apps Development
• Power Automate Development
• Power Pages Development

Data Scientist

Job Title: Data Scientist – Data and Artificial Intelligence

Location: Hyderabad

Job Type: Full-time

Company Description:

Qylis is a leading provider of innovative IT solutions, specializing in Cloud, Data & AI, 

and Cyber Security. We help businesses unlock the full potential of these technologies 

to achieve their goals and gain a competitive edge. Our unique approach focuses on 

delivering value through bespoke solutions tailored to customer specific needs. We are 

driven by a customer-centric mindset and committed to delivering continuous value 

through intellectual property accelerators and automation. Our team of experts is 

passionate about technology and dedicated to making a positive impact. We foster an 

environment of growth and innovation, constantly pushing the boundaries to deliver 

exceptional results. Website: www.qylis.com, LinkedIn: 

www.linkedin.com/company/qylis

Job Summary

We are an engineering organization collaborating directly with clients to address 

challenges using the latest technologies. Our focus is on joint code development with 

clients' engineers for cloud-based solutions, accelerating organizational progress. 

Working with product teams, partners, and open-source communities, we contribute to 

open source, striving for platform improvement. This role involves creating impactful 

solution patterns and open-source assets. As a team member, you'll collaborate with 

engineers from both teams, applying your skills and creativity to solve complex 

challenges and contribute to open source, while fostering professional growth.

Responsibilities

• Researching and developing production-grade models (forecasting, anomaly 

detection, optimization, clustering, etc.) for global cloud business by using 

statistical and machine learning techniques.

• Manage large volumes of data, and create new and improved solutions for data 

collection, management, analyses, and data science model development.

• Drive the onboarding of new data and the refinement of existing data sources 

through feature engineering and feature selection.

• Apply statistical concepts and cutting-edge machine learning techniques to 

analyze cloud demand and optimize data science model code for distributed 

computing platforms and task automation.

• Work closely with other data scientists and data engineers to deploy models that 

drive cloud infrastructure capacity planning.

• Present analytical findings and business insights to project managers, 

stakeholders, and senior leadership and keep abreast of new statistical / 

machine learning techniques and implement them as appropriate to improve 

predictive performance.

• Oversees the analysis of data and leads the team in identifying trends, patterns, 

correlations, and insights to develop new forecasting models and improve 

existing models.

• Leads collaboration among team and leverages data to identify pockets of 

opportunity to apply state-of-the-art algorithms to improve a solution to a 

business problem.

• Consistently leverages knowledge of techniques to optimize analysis using 

algorithms.

• Modifies statistical analysis tools for evaluating Machine Learning models. 

Solves deep and challenging problems for circumstances such as when model 

predictions are not correct, when models do not match the training data or the 

design outcomes when the data is not clean when it is unclear which analyses to 

run, and when the process is ambiguous.

• Provides coaching to team members on business context, interpretation, and the 

implications of findings. Interprets findings and their implications for multiple 

businesses, and champions methodological rigour by calling attention to the 

limitations of knowledge wherever biases in data, methods, and analysis exist.

• Generates and leverages insights that inform future studies and reframe the 

research agenda. Informs both current business decisions by implementing and 

adapting supply-chain strategies through complex business intelligence.

Qualifications

• M.Sc. in Statistics, Applied Mathematics, Applied Economics, Computer 

Science or Engineering, Data Science, Operations Research or similar applied 

quantitative field

• 7+ years of industry experience in developing production-grade statistical and 

machine learning code in a collaborative team environment.

• Prior experience in machine learning using R or Python (scikit / numpy / pandas / 

statsmodel).

• Prior experience working on Computer Vision Project is an Add on 

• Knowledge on AWS and Azure Cloud.

• Prior experience in time series forecasting.

• Prior experience with typical data management systems and tools such as SQL.

• Knowledge and ability to work within a large-scale computing or big data context, 

and hands-on experience with Hadoop, Spark, DataBricks or similar.

• Excellent analytical skills; ability to understand business needs and translate 

them into technical solutions, including analysis specifications and models.

• Experience in machine learning using R or Python (scikit / numpy / pandas / 

statsmodel) with skill level at or near fluency.

• Experience with deep learning models (e.g., tensorflow, PyTorch, CNTK) and solid 

knowledge of theory and practice.

• Practical and professional experience contributing to and maintaining a large 

code base with code versioning systems such as Git.

• Creative thinking skills with emphasis on developing innovative methods to solve 

hard problems under ambiguity.

• Good interpersonal and communication (verbal and written) skills, including the 

ability to write concise and accurate technical documentation and communicate 

technical ideas to non-technical audiences.

Front End Developer – Angular

Front End Developer will be responsible for front end (web) development of our enterprise SaaS applications. You will work with the wireframe/UI Design and bridge the gap between graphical design and technical implementation, taking an active role on both sides and defining how the application looks as well as how it works

Job Responsibilities:

• Development of responsible web application of enterprise SaaS products
• Develop new user-facing features
• Build reusable code and libraries for future use
• Ensure the technical feasibility of UI/UX designs
• Optimize application for maximum speed and scalability
• Assure that all user input is validated before submitting to back-end
• Collaborate with other team members and stakeholders

Qualifications:

• B.E./B.Tech./MCA or equivalent
• 7+ years’ experience as a Software Developer with at least 3+ years in a similar role

• Understanding of the entire web development process, including design, development and deployment, with some back-end knowledge, is important
• Excellent understanding of Angular 5+/React
• Proficient understanding of web mark-up, including HTML5, CSS3, Bootstrap
• Basic understanding of server-side CSS pre-processing platforms, such as LESS and SASS
• Proficient understanding of client-side scripting and JavaScript frameworks, including jQuery
• Good understanding of asynchronous request handling, partial page updates, and AJAX
• Proficient understanding of cross-browser compatibility issues and ways to work around them.
• Proficient understanding of code versioning tools, such as Git, Gitlab, SVN etc

• Good understanding of NodeJs will be a plus.

• Basic knowledge of image authoring tools, to be able to crop, resize, or perform small adjustments on an image. Familiarity with tools such as Gimp or Photoshop is a plus

Designation: Technical Lead - Android (ABL_SS_597)

Position description:

• Responsible for the development and maintenance of applications aimed at a vast number of diverse Android devices. 
• Along with Hands-on development will lead the development of Android applications and their integration with back-end services. 
• Work alongside other engineers and developers working on different layers of the infrastructure.
• Translate designs and wireframes into high-quality code
• Design, build and maintain high performance, reusable, and reliable Kotlin and Swift code
• Would be working on IOS platforms hands on along with Android.
• Ensure the best possible performance, quality, and responsiveness of the application
• Identify and correct bottlenecks and fix bugs
• Help maintain code quality, organization, and automatization.

Primary Responsibilities:

• Would be building features and services in android and ios.

Required Skills:

• 7 – 11 years of work experience of Kotlin, RxKotlin and Java
• Knowledge of different designing patterns, Preferably MVVM.
• Experience in Socket Programming and Android Jetpack Components.
• Strong knowledge of Android SDK, different versions of Android, and how to deal with different screen sizes &
• Understanding of Android Porting and Build process, Android native and System app.
• Familiarity with RESTful APIs to connect Android applications to back-end services GRPC, Retrofit.
• Strong knowledge of Android UI design principles, patterns, and best practices
• Experience with offline storage, threading, and performance tuning
• Knowledge of the open-source Android ecosystem and the libraries available for common tasks
• Familiarity with cloud message APIs and push notifications, Deep Linking
• A knack for benchmarking and optimization
• Nice to have an understanding of Swift, Objective-C and Cocoa Touch
• Nice to have an understanding with iOS frameworks such as Core Data, Core Animation, etc.
• Experience with offline storage, threading, and performance tuning
• Familiarity with Flutter or React Native 

About Us

upGrad is an online education platform building the careers of tomorrow by offering the most industry-relevant programs in an immersive learning experience. Our mission is to create a new digital-first learning experience to deliver tangible career impact to individuals at scale. upGrad currently offers programs in Data Science, Machine Learning, Product Management, Digital Marketing, and Entrepreneurship, etc. upGrad is looking for people passionate about management and education to help design learning programs for working professionals to stay sharp and stay relevant and help build the careers of tomorrow.

• upGrad was awarded the Best Tech for Education by IAMAI for 2018-19

• upGrad was also ranked as one of the LinkedIn Top Startups 2018: The 25 most sought-

  after startups in India

• upGrad was earlier selected as one of the top ten most innovative companies in India

  by FastCompany.

• We were also covered by the Financial Times along with other disruptors in Ed-Tech

• upGrad is the official education partner for Government of India - Startup India

  program

• Our program with IIIT B has been ranked #1 program in the country in the domain of Artificial Intelligence and Machine Learning

   

  Role Summary

  Are you excited by the challenge and the opportunity of applying data-science and data- analytics techniques to the fast developing education technology domain? Do you look forward to, the sense of ownership and achievement that comes with innovating and creating data products from scratch and pushing it live into Production systems? Do you want to work with a team of highly motivated members who are on a mission to empower individuals through education?
  If this is you, come join us and become a part of the upGrad technology team. At upGrad the technology team enables all the facets of the business - whether it’s bringing efficiency to ourmarketing and sales initiatives, to enhancing our student learning experience, to empowering our content, delivery and student success teams, to aiding our student’s for their desired careeroutcomes. We play the part of bringing together data & tech to solve these business problems and opportunities at hand.
  We are looking for an highly skilled, experienced and passionate data-scientist who can come on-board and help create the next generation of data-powered education tech product. The ideal candidate would be someone who has worked in a Data Science role before wherein he/she is comfortable working with unknowns, evaluating the data and the feasibility of applying scientific techniques to business problems and products, and have a track record of developing and deploying data-science models into live applications. Someone with a strong math, stats, data-science background, comfortable handling data (structured+unstructured) as well as strong engineering know-how to implement/support such data products in Production environment.
  Ours is a highly iterative and fast-paced environment, hence being flexible, communicating well and attention-to-detail are very important too. The ideal candidate should be passionate about the customer impact and comfortable working with multiple stakeholders across the company.

  
  Roles & Responsibilities

  • • 3+ years of experience in analytics, data science, machine learning or comparable role
    • Bachelor's degree in Computer Science, Data Science/Data Analytics, Math/Statistics or related discipline 
    • Experience in building and deploying Machine Learning models in Production systems
    • Strong analytical skills: ability to make sense out of a variety of data and its relation/applicability to the business problem or opportunity at hand
    • Strong programming skills: comfortable with Python - pandas, numpy, scipy, matplotlib; Databases - SQL and noSQL
    • Strong communication skills: ability to both formulate/understand the business problem at hand as well as ability to discuss with non data-science background stakeholders 
    • Comfortable dealing with ambiguity and competing objectives

     

    Skills Required

    • Experience in Text Analytics, Natural Language Processing

    • Advanced degree in Data Science/Data Analytics or Math/Statistics

    • Comfortable with data-visualization tools and techniques

    • Knowledge of AWS and Data Warehousing

    • Passion for building data-products for Production systems - a strong desire to impact

      the product through data-science technique