Job Requisition ID #

24WD77224

Job Description

Title: Business Operations Analyst/Business Operations Engineer

Location: Bengaluru- India

Job ID:

Position Overview

This position will be based in our Enterprise Delivery Center in Bangalore, India. Our Service Delivery Center is focused on customer satisfaction and is comprised of highly skilled and well-motivated Support Analysts. This position will be a part of a high-volume service delivery center with expectations around excellence and efficient resolution for InContact & Zoom operations application support incidents. This position will be focused on incident management and resolution for application business support service for our global customers and client services teams working in tandem with our onsite teams

Responsibilities (InContact)

• Resolving priority 1 to 4 incidents raised by the customers for Nice InContact, Vonage, Amazon Connect, Genesys Contact Centre Systems, and IVR applications within SLA timelines.

• Working with vendors on the Incidents that need resolutions to provide useful and accurate operational data to Agents and management.

• Knowledge of the routing process of Work Items / Pathfinder.

• Good knowledge of troubleshooting the studio traces if any issues are there in scripting.

• Configuring skills, Agents, Security profiles, etc. in InContact central.

• Analyze the scripts in the studio based on Issues reported by agents, and debug the code accordingly in the Studio scripts by making necessary changes.

• Collecting logs and tracing it by providing the resolution to the end user.

• Knowing Spear line testing and monitoring the Catchpoint alerts using Monitors.

• Documenting proprietary and environment-specific workarounds and fixes.

• Finding the repeated process in operations and automating with the engineering team's help and making it error-free and time-saving.

• Deliver the services within the agreed SLA and ensure all issues are handled promptly

Responsibilities (Zoom-Collaboration Services)

• Monitoring the Dashboard and checking the health status of the Zoom rooms.

• Good knowledge on Mac/iPad devices.

• Troubleshooting the Zoom rooms using JAMF remotely.

• Helping in solving the zoom application issues and for any Operating Systems.

• Having knowledge on Zoom Integrations.

Minimum Qualifications

• Any Bachelors/Master's degree is a must with preference to Computer Applications

• 3-6 years of expertise in enterprise application support

• Experience in Nice InContact, Vonage, Amazon Connect, Genesys Contact Centre Systems, and IVR applications.

• Knowledge in sandboxes, experience in handling code-related issues

• Good understanding on IT Service Management, ITIL processes

• Should be ready and flexible to work in rotational shifts (24/7 coverage), which includes Night shift as well

• Team Player: Should have worked with multiple global teams and cultures, ability to communicate effectively with a global userbase.

About Autodesk

With Autodesk software, you have the power to Make Anything. The future of making is here, bringing radical changes in how things are designed, made, and used. It's disrupting every industry: architecture, engineering, and construction; manufacturing; and media and entertainment. With the right knowledge and tools, this disruption is your opportunity. Everyone uses our software - from design professionals, engineers, and architects to digital scientists, students, and hobbyists. We constantly explore new ways to integrate all dimensions of diversity across our employees, customers, partners, and communities. Our goal is to expand opportunities for anyone to imagine, design, and make a better world.

Location: Asia Pacific-India-Karnataka-Bangalore

Industry : Computer Software

Job Functions; Information Technology and Services

Employment Type: Contingent/Agency Temp/Fulltime-Regular

Learn More

About Autodesk

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!

Salary transparency

Salary is one part of Autodesk’s competitive compensation package. Offers are based on the candidate’s experience and geographic location. In addition to base salaries, we also have a significant emphasis on discretionary annual cash bonuses, commissions for sales roles, stock or long-term incentive cash grants, and a comprehensive benefits package.

Diversity & Belonging

We take pride in cultivating a culture of belonging and an equitable workplace where everyone can thrive. Learn more here: https://www.autodesk.com/company/diversity-and-belonging

Are you an existing contractor or consultant with Autodesk?

Please search for open jobs and apply internally (not on this external site).

Welcome to Autodesk! Amazing things are created every day with our software – from the greenest buildings and cleanest cars to the smartest factories and biggest hit movies. We help innovators turn their ideas into reality, transforming not only how things are made, but what can be made.

We take great pride in our culture here at Autodesk – our Culture Code is at the core of everything we do. Our values and ways of working help our people thrive and realize their potential, which leads to even better outcomes for our customers.

When you’re an Autodesker, you can be your whole, authentic self and do meaningful work that helps build a better future for all. Ready to shape the world and your future? Join us!

Not quite ready to apply? Join our talent community (https://flows.beamery.com/autodesk/tc-signup) to stay up to date on new job opportunities and the latest Autodesk news.