Lead Telecom Engineer / Genesys Cloud… at NationsBenefits · Hyderabad

Location: Hyderabad

Employment Type: Full Time

About NationsBenefits:

At NationsBenefits, we are leading the transformation of the insurance industry by developing innovative benefits management solutions. We focus on modernizing complex back-office systems to create scalable, secure, and high-performing platforms that streamline operations for our clients. As part of our strategic growth, we are focused on platform modernization — transitioning legacy systems to modern, cloud-native architectures that support the scalability, reliability, and high performance of core back-office functions in the insurance domain.

We are seeking a Genesys Cloud Operations Lead to ensure the quality and operational excellence of our Genesys Cloud CX system. This role requires proficiency in both Agile and Waterfall methodologies to manage and optimize operational processes. Your leadership will be pivotal in driving team performance, fostering a collaborative environment, and ensuring seamless operations.

Key Responsibilities:

Leadership & Team Management ::

Lead and mentor the operations and QA team

Foster a high-performance, collaborative culture

Ensure effective team communication

Implement training programs to enhance skills

Communication & Collaboration::

Engage with stakeholders to understand requirements

Conduct POCs (Proof of Concepts) with new tools and vendors

Manage vendor coordination and ensure service quality

Operational Support ::

Oversee the management of operational tickets using ITSM tools

Coordinate shift schedules and manage team operations

Manage identity and access controls for Genesys Cloud CX

Incident, Problem, and Change Management oversight

Monitor system performance and generate performance reports

Manage day-to-day operations and ensure operational efficiency

Generate defect reports, track issues, and perform data analytics

Quality analysis and Testing::

Develop and execute test cases to ensure system reliability

Validate IVR design and architecture

Perform integration and API Testing

Manage automation testing using Cyara tools

Develop test strategies and oversee QALC processes

Requirements::

Educational Background :: Bachelor’s degree in computer science, IT, or a related field (equivalent experience considered).

Experience:

6-8+ years of experience in Contact Center Operations and QA

Strong expertise in Service Management and Quality Assurance

Hands-on experience with Genesys Cloud CX applications

Technical Skills::

Proficiency in both Agile and Waterfall methodologies

Experience with automation testing tools, specifically Cyara

Familiarity with ITSM tools for managing operational tickets

Strong analytical and problem-solving skills