Choosing Capgemini means choosing a place where you'll be empowered to shape your career, supported by a cooperative global community, and inspired to reimagine what's possible. Join us in delivering operational excellence across workforce engagement and contact center platforms through NICE and Calabrio solutions.

Locations :- Pune/Mumbai/Bangalore/Chennai

Your Role

As a Call Center Operations Analyst, you will provide L2/L3 support for NICE Workforce Management and Calabrio platforms, ensuring the stability, performance, and continuous improvement of customer contact center operations. You will work closely with business teams, operations stakeholders, and technology partners to support workforce management, quality monitoring, analytics, and reporting capabilities.

In this role, you will:
Provide L2/L3 application and operational support for NICE Workforce Management and Calabrio Quality, Recording, and Analytics platforms.
Manage incidents, service requests, problem investigations, and change activities in line with SLA commitments.




Support workforce management activities including forecasting, scheduling, agent administration, and workforce optimization.
Configure and maintain quality assurance scorecards, evaluation workflows, and call recording processes.
Develop and generate operational, quality, and performance reports for business stakeholders.
Troubleshoot application, integration, and data-related issues across contact center platforms.
Support integrations with Genesys, Salesforce, and related contact center technologies.
Participate in knowledge transfer sessions and maintain operational documentation, SOPs, and support runbooks.
Monitor platform performance and proactively identify improvement opportunities.
Collaborate with cross-functional teams to drive operational efficiencies and continuous service improvement initiatives.
Support platform upgrades, patching activities, testing, and validation efforts.

Your Profile

6-9 years of experience

📌 NICE & Calabrio Application Support Analyst/ (Bengaluru)
🏢 Capgemini
📍 Bengaluru