Solution Architect

About MyOperator:

MyOperator is India’s leading cloud-based business communication platform, trusted by 12,000+businesses. We offer cloud telephony and WhatsApp API solutions to streamline customer communication through IVR, call tracking, recording, and virtual numbers, making business interactions more efficient and scalable.

Role Overview:

We’re looking for a hands-on, technically fluent Customer Support Team Lead who is passionate about solving problems, leading high-performance teams, and delivering exceptional customer experiences. This role is ideal for someone who thrives in a fast-paced B2B SaaS environment and brings deep expertise in cloud telephony, WhatsApp Business APIs, and Zoho CRM.You will act as a player-coach, guiding and mentoring your team while jumping into complex cases yourself when needed. As a key leader in our support organization, you'll work cross-functionally with Product, Engineering, and Customer Success to ensure every customer issue is not just resolved—but understood, documented, and prevented in the future.

Responsibilities:

Team Leadership & Development

• Lead, mentor, and coach a team of support executives to exceed individual and team KPIs.
• Conduct performance reviews, provide actionable feedback, and identify training needs.
• Manage shift schedules, workloads, and high-priority escalations to ensure SLAs are met.
• Foster a culture of accountability, ownership, and continuous improvement.

Customer Experience & Escalation Management

• Handle escalated customer issues, ensuring quick and accurate resolutions.
• Monitor support quality across channels and implement measures to improve CSAT and NPS.
• Proactively identify trends and systemic issues; drive cross-functional resolutions.

Zoho CRM & Operational Management

• Oversee support operations via Zoho CRM and Zoho Desk, including ticket queues, live chat, and call support.
• Create and manage dashboards, workflows, automations, and custom reports to improve efficiency.
• Track KPIs such as FCR, AHT, SLA adherence, and CSAT.

Technical Troubleshooting & Escalation

• Serve as the primary point for complex issues related to:
• Cloud Telephony: IVR setups, SIP issues, jitter/latency, call routing, CTI configurations.
• WhatsApp Business API: Message failures, template issues, API integration, webhook errors.
• Collaborate with the Engineering team for bug diagnosis and resolution.

Process Improvement & Knowledge Management

• Analyze recurring issues, advocate for product fixes, and build preventive workflows.
• Maintain comprehensive internal and external knowledge bases and documentation.
• Standardize troubleshooting processes and ensure team-wide knowledge transfer.

Cross-Functional Collaboration

• Partner with Product, Onboarding, and Account Management teams to support seamless implementations and retention.
• Represent the voice of the customer in product discussions and roadmap planning.

Required Skills & Qualifications:

• 3–5+ years in a B2B technical customer support role; preferably within a SaaS, CPaaS, or cloud telephony environment.
• 1–2+ years in a leadership or supervisory role.
• Prior experience in VoIP, IVR systems, or business messaging solutions (WhatsApp, SMS) is essential.
• Proficiency in Zoho CRM and/or Zoho Desk is highly desirable.
• Strong understanding of cloud telephony (SIP, PBX, CTI, call routing, etc.).
• Knowledge of WhatsApp Business API including template setup, endpoints, integration, and common errors.
• Ability to read and interpret API documentation and troubleshoot integration issues.
• Strong leadership and mentoring capabilities.
• Excellent verbal and written communication skills.
• High emotional intelligence and composure under pressure.
• Analytical mindset with a proactive approach to solving root causes, not just symptoms.

Join us at MyOperator and be part of a dynamic team that is transforming the way businesses communicate. We offer competitive compensation, comprehensive benefits, and ample opportunities for growth and career advancement. Apply today and embark on an exciting journey with us!

Perks & Benefits:

• Be part of a fast-growing and innovative company that is a leader in the cloud communications industry.
• A collaborative and supportive work environment that values your contributions.
• Competitive salary and benefits package.
• Opportunities for professional growth and career advancement.
• The chance to make a real impact on our customers and the success of our business

Job Profile:-

We’re in search of a Back-End Software Engineer that specializes in server-side components. In this role, you’ll primarily work on Node JS, Mongo DB, Redis, building scalable products and will bring a depth of knowledge on algorithms and data structures. As a Back-End Software Engineer, on any given day you might be architecting new features for our customers, refactoring existing code to be more scalable, and seeing changes through to completion in a live environment.

Key Attributes you need to possess: -

- Prioritization- Should have a strong work ethics and show up on time at sessions with excellent skills in predicting the amount of time needed to plan, coordinate, and perform on a task or managing their clients as and when required.
- Quick Learning Ability- You should be an amazing self-learner who has the ability to learn new technology on their own and are not threatened by new technologies. Someone who has an ability to pull various bits of information and to process information on the fly with good logical and analytical skills.
- Deep and Broad Technical Experience- Someone who is able to hit the ground because they already know the right technology.They should be able to meet coding principles and write code that is readable and commented-on where appropriate.Through incorporating their cognitive abilities and extensive industry experience, they are able to find optimal solutions easily.
- High-End User Focus-A good programmer does what they are asked to do, while a great programmer thinks of the end user of the software and works to solve problems within the organization’s
capabilities.Someone who knows the functionality they’re creating is of high value.
-Business Acumen- Should have a great eye for Business acumen as the product build will be exposed to millions of customers on-brand digital assets hence giving you exposure for handling a large user base in a live environment.
-Teamplayer- Someone who is able to work in a challenging environment and requires complete devotion, persistence and learning new things every day. As they will be involved in every fact of the product development starting from product ideation, Interface design, user experience, analytics, and engineering.

Typical work week look like:-

- Collaborating with the front-end developers and other team members to establish objectives and design more functional, cohesive codes to enhance the user experience.
- Design and implementation of scalable applications by using asynchronous programming with low-latency, high-availability, and performant applications between multiple systems, servers, and environments.
-Integration of data storage solutions by creating database schemas that represent and support business processes and also Integrating multiple data sources and databases into one system.
- Building reusable code and libraries for future use.
- Explore technical innovation and propose new solutions as and when required.
- Work with engineers, product managers and senior leadership to turn our product and technical vision into a tangible roadmap every month.


Our ideal candidate should have:-

- 4+ years of relevant experience in a Tech Startup
- A solid grounding in Computer Science fundamentals (based on a BE/BTech or MS in Information Technologies/Computer Science)
- Strong proficiency with JavaScript and knowledge of Node.js and frameworks.
- Strong hands on MongoDB and ability to write aggregation queries.
- Basic understanding of front-end technologies, such as HTML5, and CSS3.
- Hands-on on code versioning tools, such as Git, Redis, AWS, Sockets

We are seeking a qualified "Team Leader, B.D.E., B.D.A. To sell annual car and bike subscription products that our customers have grown to rely on.

job location:- work from home , pan inda.

Qualification:- Any graduation/ Post graduation.

Salary:- As per industry standards

Working hours; 10A.M to 7 P.M (mon -sat)

mandatory Language :- English and Hindi.

LAPTOP AND CONNECTIVITY MANDATORY.

Requirements:

·       Bachelor's degree in Computer Science, Software Engineering, or related field (or equivalent experience).

·       Minimum of 4 years of professional Python development experience.

·       Strong expertise in Django framework and its ecosystem.

·       Proficiency in web development technologies such as HTML, CSS, JavaScript, and front-end frameworks.

·       Experience with database systems like PostgreSQL, MySQL, or MongoDB.

·       Knowledge of RESTful API design and integration.

·       Familiarity with version control systems, especially Git.

·       Excellent problem-solving and debugging skills.

·       Strong communication and collaboration skills.

·       Self-motivated and able to work independently or in a team.

·       Experience with React.js and Docker is a plus.

ob Description

Work Location : India/Remote 

Work Timing : 6:00 PM 3:00 AM IST (US Shift)

• The candidate should have 1+ years of full-stack PHP Laravel VueJs development experience
• He/she will be involved in to end to end development of web applications
• Highly proficient with the Vue.js framework and its core principles such as components, reactivity, and the virtual DOM.
• Very good experience creating attractive and responsive web design using HTML5, CSS, JavaScript, JQuery, Ajax, Bootstrap
• Expert in backend development using PHP, Laravel, MySQL
• Third-party integration and API development
• The candidate must have good communication skills and coordination skills

• PHP
• Laravel
• Vue Js
• HTML, CSS, JavaScript
• Databases and APIs 

• Career growth and opportunity to build your team
• Flexible working hours and open culture
• Competitive salaries and bonus structure
• Paid leaves / Leave encashment
• Employee-friendly HR policies

• Any Graduate / Post graduate in IT preferable MCA / MscIT / ME IT / M.Tech IT/ B.E IT / B.E Computer / BCA