The primary responsibilities of this role include leading business analysis activities for Contact Center transformation and customer experience projects, collaborating with business stakeholders to understand current processes, pain points, and desired outcomes, translating business requirements into functional specifications and user stories, and working with cross-functional teams to design and validate Contact Center workflows and integrations.

In addition, the successful candidate will conduct requirement workshops, gap analysis, and process mapping, support testing activities including UAT, functional testing, and validation of implemented solutions, ensure alignment of requirements with Microsoft Dynamics capabilities, and provide continuous support during deployment and post-go-live stabilization.

To be successful in this role, you will need to have strong hands-on experience as a Business Analyst in Contact Center Projects, in-depth understanding of Microsoft Dynamics (Customer Service, Case Management, CRM workflows, etc.), ability to define customer journeys, contact flows, and service processes, and excellent communication, stakeholder management, and documentation skills.

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We are seeking an experienced and innovative Verint AI Software Engineer to join our team supporting a premier U.S. Property & Casualty insurance carrier. This role is ideal for a technologist with deep expertise in Verint AI and a strong understanding of enterprise voice ecosystems, including CISCO, Google Cloud, and NICE. You will be instrumental in designing, developing, and optimizing AI-driven solutions that enhance customer experience, operational efficiency, and digital engagement. In this role, you will work closely with cross-functional teams to design, develop, and deploy AI-driven solutions that leverage Verint AI technology to address complex business challenges.

Our Client is one of the United States' largest insurers, offering a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

This role offers a unique opportunity to work on innovative AI initiatives with a leading U.S. insurance carrier, within a collaborative environment that fosters innovation, creativity, and continuous learning. You'll gain exposure to enterprise-scale projects and advanced technologies, while enjoying a comprehensive benefits package that includes health coverage, retirement plans, and professional development support.

Key Responsibilities:

• Design, develop, test, and implement AI-based applications using Verint technology, including IVA and Speech Analytics.
• Collaborate with business stakeholders to understand requirements and translate them into scalable technical specifications.
• Analyze structured and unstructured data to develop AI algorithms that support intelligent decision-making and customer interaction.
• Integrate Verint AI solutions with enterprise platforms such as CISCO telephony, Google Cloud services, and NICE workforce management systems.
• Debug and improve existing Verint implementations for performance, scalability, and user experience.
• Stay current with trends in AI, voice engineering, and social engineering to recommend innovative approaches and technologies.
• Provide technical guidance and mentorship to junior developers, fostering a collaborative and growth-oriented environment.
• Document technical specifications, architecture designs, and system integration processes.

Benefits:

• Opportunity to work on cutting-edge AI initiatives.
• Collaborative work environment that promotes innovation and creativity.
• Comprehensive benefits package and professional development opportunities.

XML job scraping automation by YubHub

We are seeking an experienced and innovative Verint AI Software Engineer to join our team supporting a premier U.S. Property & Casualty insurance carrier. This role is ideal for a technologist with deep expertise in Verint AI and a strong understanding of enterprise voice ecosystems, including CISCO, Google Cloud, and NICE. You will be instrumental in designing, developing, and optimizing AI-driven solutions that enhance customer experience, operational efficiency, and digital engagement. In this role, you will work closely with cross-functional teams to design, develop, and deploy AI-driven solutions that leverage Verint AI technology to address complex business challenges.

Our Client is one of the United States' largest insurers, offering a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

This role offers a unique opportunity to work on innovative AI initiatives with a leading U.S. insurance carrier, within a collaborative environment that fosters innovation, creativity, and continuous learning. You'll gain exposure to enterprise-scale projects and advanced technologies, while enjoying a comprehensive benefits package that includes health coverage, retirement plans, and professional development support.

Key Responsibilities:

• Design, develop, test, and implement AI-based applications using Verint technology, including IVA and Speech Analytics.

• Collaborate with business stakeholders to understand requirements and translate them into scalable technical specifications.

• Analyze structured and unstructured data to develop AI algorithms that support intelligent decision-making and customer interaction.

• Integrate Verint AI solutions with enterprise platforms such as CISCO telephony, Google Cloud services, and NICE workforce management systems.

• Debug and improve existing Verint implementations for performance, scalability, and user experience.

• Stay current with trends in AI, voice engineering, and social engineering to recommend innovative approaches and technologies.

• Provide technical guidance and mentorship to junior developers, fostering a collaborative and growth-oriented environment.

• Document technical specifications, architecture designs, and system integration processes.

Benefits:

• Opportunity to work on cutting-edge AI initiatives.

• Collaborative work environment that promotes innovation and creativity.

• Comprehensive benefits package and professional development opportunities.

XML job scraping automation by YubHub

We are seeking an experienced and innovative Verint AI Software Engineer to join our team supporting a premier U.S. Property & Casualty insurance carrier. This role is ideal for a technologist with deep expertise in Verint AI and a strong understanding of enterprise voice ecosystems, including CISCO, Google Cloud, and NICE. You will be instrumental in designing, developing, and optimizing AI-driven solutions that enhance customer experience, operational efficiency, and digital engagement. In this role, you will work closely with cross-functional teams to design, develop, and deploy AI-driven solutions that leverage Verint AI technology to address complex business challenges.

Our Client is one of the United States' largest insurers, offering a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

This role offers a unique opportunity to work on innovative AI initiatives with a leading U.S. insurance carrier, within a collaborative environment that fosters innovation, creativity, and continuous learning. You'll gain exposure to enterprise-scale projects and advanced technologies, while enjoying a comprehensive benefits package that includes health coverage, retirement plans, and professional development support.

Key Responsibilities:

• Design, develop, test, and implement AI-based applications using Verint technology, including IVA and Speech Analytics.
• Collaborate with business stakeholders to understand requirements and translate them into scalable technical specifications.
• Analyze structured and unstructured data to develop AI algorithms that support intelligent decision-making and customer interaction.
• Integrate Verint AI solutions with enterprise platforms such as CISCO telephony, Google Cloud services, and NICE workforce management systems.
• Debug and improve existing Verint implementations for performance, scalability, and user experience.
• Stay current with trends in AI, voice engineering, and social engineering to recommend innovative approaches and technologies.
• Provide technical guidance and mentorship to junior developers, fostering a collaborative and growth-oriented environment.
• Document technical specifications, architecture designs, and system integration processes.

Benefits:

• Opportunity to work on cutting-edge AI initiatives.
• Collaborative work environment that promotes innovation and creativity.
• Comprehensive benefits package and professional development opportunities.

XML job scraping automation by YubHub

We are seeking an experienced and innovative Verint AI Software Engineer to join our team supporting a premier U.S. Property & Casualty insurance carrier. This role is ideal for a technologist with deep expertise in Verint AI and a strong understanding of enterprise voice ecosystems, including CISCO, Google Cloud, and NICE. You will be instrumental in designing, developing, and optimizing AI-driven solutions that enhance customer experience, operational efficiency, and digital engagement. In this role, you will work closely with cross-functional teams to design, develop, and deploy AI-driven solutions that leverage Verint AI technology to address complex business challenges.

Our Client is one of the United States' largest insurers, offering a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

This role offers a unique opportunity to work on innovative AI initiatives with a leading U.S. insurance carrier, within a collaborative environment that fosters innovation, creativity, and continuous learning. You'll gain exposure to enterprise-scale projects and advanced technologies, while enjoying a comprehensive benefits package that includes health coverage, retirement plans, and professional development support.

Key Responsibilities:

• Design, develop, test, and implement AI-based applications using Verint technology, including IVA and Speech Analytics.
• Collaborate with business stakeholders to understand requirements and translate them into scalable technical specifications.
• Analyze structured and unstructured data to develop AI algorithms that support intelligent decision-making and customer interaction.
• Integrate Verint AI solutions with enterprise platforms such as CISCO telephony, Google Cloud services, and NICE workforce management systems.
• Debug and improve existing Verint implementations for performance, scalability, and user experience.
• Stay current with trends in AI, voice engineering, and social engineering to recommend innovative approaches and technologies.
• Provide technical guidance and mentorship to junior developers, fostering a collaborative and growth-oriented environment.
• Document technical specifications, architecture designs, and system integration processes.

Benefits:

• Opportunity to work on cutting-edge AI initiatives.
• Collaborative work environment that promotes innovation and creativity.
• Comprehensive benefits package and professional development opportunities.

XML job scraping automation by YubHub

The primary responsibilities of this role include leading business analysis activities for Contact Center transformation and customer experience projects, collaborating with business stakeholders to understand current processes, pain points, and desired outcomes, translating business requirements into functional specifications and user stories, and working with cross-functional teams to design and validate Contact Center workflows and integrations.

The successful candidate will have strong hands-on experience as a Business Analyst in Contact Center Projects, in-depth understanding of Microsoft Dynamics (Customer Service, Case Management, CRM workflows, etc.), ability to define customer journeys, contact flows, and service processes, and excellent communication, stakeholder management, and documentation skills.

In addition to the required skills, experience with any of the following Contact Center platforms is considered a plus: Genesys, NICE, Five9, Avaya, Microsoft Digital Contact Center Platform.

This is a hybrid role based in Pune, India, and the company offers a competitive compensation and benefits package, including comprehensive benefits, career development and training opportunities, flexible work arrangements, dynamic and inclusive work culture, private health insurance, pension plan, paid time off, and training & development.

XML job scraping automation by YubHub

Primary Responsibilities:

• Lead business analysis activities for Contact Center transformation and customer experience projects.
• Collaborate with business stakeholders to understand current processes, pain points, and desired outcomes.
• Translate business requirements into functional specifications and user stories.
• Work with cross-functional teams to design and validate Contact Center workflows and integrations.
• Conduct requirement workshops, gap analysis, and process mapping.
• Support testing activities including UAT, functional testing, and validation of implemented solutions.
• Ensure alignment of requirements with Microsoft Dynamics capabilities.
• Provide continuous support during deployment and post-go-live stabilization.

Requirements:

• Strong hands-on experience as a Business Analyst in Contact Center Projects.
• In-depth understanding of Microsoft Dynamics (Customer Service, Case Management, CRM workflows, etc.).
• Ability to define customer journeys, contact flows, and service processes.
• Excellent communication, stakeholder management, and documentation skills.

Benefits:

• Competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

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You'll be responsible for forecasting demand, planning headcount across both FTE and vendor teams, and ensuring the Support organization is staffed appropriately across channels, regions, and time zones. Your work will directly influence how the company scales support while maintaining strong service levels and operational efficiency.

You'll operate as both a strategic planner and operational owner. Early on, you'll build forecasting models, staffing strategies, and WFM systems that provide visibility into capacity and performance. Over time, you'll help shape how workforce planning evolves as automation and AI increasingly influence support demand and agent productivity.

You'll work cross-functionally with Support leadership, Operations, Finance, and vendor partners to ensure the Support organization is staffed effectively and positioned to scale alongside the platform.

Key responsibilities include:

• Building and owning the Workforce Management function for Support, establishing forecasting frameworks, staffing models, and workforce planning processes.

• Developing demand forecasts across support channels using historical trends, product signals, and growth projections.

• Building and maintaining operational dashboards and reporting frameworks that provide visibility into support demand, workforce performance, and key operational trends.

• Owning headcount planning across both internal support teams and BPO partners, ensuring staffing aligns with service level targets and operational goals.

• Designing capacity models that account for productivity, shrinkage, onboarding ramp time, and operational complexity.

• Owning and optimizing WFM tooling and systems that power forecasting, staffing, and workforce reporting.

• Building dashboards and reporting frameworks to track workforce metrics such as service levels, utilization, shrinkage, and forecast accuracy.

• Partnering with Support leadership and Finance to translate business growth into hiring plans and staffing strategies.

• Collaborating with vendor management teams to align BPO staffing plans with forecasted demand and service level requirements.

• Establishing processes for real-time workforce monitoring and intraday staffing adjustments.

• Modeling and evaluating the impact of automation and AI tooling on support demand, agent productivity, and long-term workforce planning.

The ideal candidateryptography

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You'll own forecasting and capacity planning across our support organisation, including FTE teams, AI-powered support channels, and vendor/contractor partnerships. This means building models that predict volume based on product launches, model releases, and customer growth; analysing the relationship between support metrics and business outcomes; and ensuring we have the right resources in the right places to meet our service commitments.

Responsibilities:

Workforce Planning & Forecasting

• Build and maintain staffing models that translate SLA targets into headcount requirements across FTE and vendor teams
• Forecast support volume by analysing historical trends, product release calendars, model launches, and customer base growth projections
• Factor AI support effectiveness (automation rates, deflection, Fin AI Agent performance) into capacity models to ensure accurate human staffing projections
• Partner with vendor managers to align contractor capacity with demand forecasts and service level requirements
• Model scenarios to inform strategic decisions about staffing investments, vendor mix, and coverage models
• Develop frameworks for prioritising automation initiatives based on volume impact and deflection potential

Analytics & Reporting

• Maintain and enhance dashboards that track productivity, response times, CSAT, queue health, and other key support metrics
• Investigate the relationship between support performance and business outcomes (e.g., how response time and satisfaction impact retention and churn)
• Surface trends and insights that inform operational decisions,identifying what's driving volume, where bottlenecks emerge, and where investment is needed
• Translate complex data into clear recommendations for leadership and cross-functional partners

Operational Partnership

• Collaborate with Support Ops, AI Support, and Human Support teams to ensure data and forecasts align with operational reality
• Partner with Finance on headcount planning, budget alignment, and quarterly capacity reviews
• Work with Product and Engineering to anticipate how launches and feature changes will impact support demand
• Contribute to vendor performance management by establishing metrics frameworks and reporting cadences

XML job scraping automation by YubHub

You'll own forecasting and capacity planning across our support organisation, including FTE teams, AI-powered support channels, and vendor/contractor partnerships. This means building models that predict volume based on product launches, model releases, and customer growth; analysing the relationship between support metrics and business outcomes; and ensuring we have the right resources in the right places to meet our service commitments.

This is a high-ambiguity role where you'll often be building from scratch. We're looking for someone who can create structure where none exists, ask the right questions to scope problems, and translate messy data into narratives that drive action.

Responsibilities:

• Build and maintain staffing models that translate SLA targets into headcount requirements across FTE and vendor teams
• Forecast support volume by analysing historical trends, product release calendars, model launches, and customer base growth projections
• Factor AI support effectiveness (automation rates, deflection, Fin AI Agent performance) into capacity models to ensure accurate human staffing projections
• Partner with vendor managers to align contractor capacity with demand forecasts and service level requirements
• Model scenarios to inform strategic decisions about staffing investments, vendor mix, and coverage models
• Develop frameworks for prioritising automation initiatives based on volume impact and deflection potential

Analytics & Reporting:

• Maintain and enhance dashboards that track productivity, response times, CSAT, queue health, and other key support metrics
• Investigate the relationship between support performance and business outcomes (e.g., how response time and satisfaction impact retention and churn)
• Surface trends and insights that inform operational decisions—identifying what's driving volume, where bottlenecks emerge, and where investment is needed
• Translate complex data into clear recommendations for leadership and cross-functional partners

Operational Partnership:

• Collaborate with Support Ops, AI Support, and Human Support teams to ensure data and forecasts align with operational reality
• Partner with Finance on headcount planning, budget alignment, and quarterly capacity reviews
• Work with Product and Engineering to anticipate how launches and feature changes will impact support demand
• Contribute to vendor performance management by establishing metrics frameworks and reporting cadences

You might be a good fit if you:

• Have 4+ years of experience in workforce management, support operations analytics, business analytics, or similar roles—ideally in a support or customer success context
• Are deeply analytical with strong SQL skills and experience with data warehouses (e.g., BigQuery) and analysis tools like Hex, Looker, or similar
• Have hands-on experience with forecasting and capacity planning, including modelling staffing needs against service level targets
• Are comfortable working with ambiguity—you can take a vague question, scope it into an answerable problem, and deliver insights that drive decisions
• Understand support operations metrics (SLAs, handle time, CSAT, deflection rates) and can connect them to business impact
• Have experience working with BPO or vendor partners on staffing, performance, and capacity alignment
• Communicate clearly—you can translate technical analysis into narratives that resonate with both operational teams and executives
• Are curious about AI and excited to work in an environment where the product and support landscape evolve rapidly
• Thrive in fast-paced environments and can balance building foundational infrastructure with responding to urgent business questions
• Have experience with workforce management platforms (e.g., Assembled, NICE, Calabrio) is a plus, but not required

The annual compensation range for this role is $131,040 - $165,000 USD.

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