Senior Technology Operations Analyst​/Voice & CCaaS Specialist

Position: Senior Technology Operations Analyst / Voice & CCaaS Specialist
Location: Bengaluru

Role Summary
We are seeking a highly skilled Voice & Contact Center Technology Specialist to manage, support, and optimize enterprise IT Service Desk voice platforms and contact center technologies. The ideal candidate will possess deep expertise in IVR administration, call routing, queue management, workforce capacity planning, and Contact Center as a Service (CCaaS) platforms, specifically Five
9. This role will be responsible for ensuring efficient call delivery, enhancing customer experience, driving voice automation initiatives, and supporting next-generation AI-enabled voice solutions. This aligns with internal requirements around IVR operations, skill-based routing, queue management, and Five9 administration

Key Responsibilities
Voice Platform & Call Routing Management
Own end-to-end Service Desk call routing architecture.
Design, maintain, and optimize call flows, routing logic, and queue strategies.
Configure and manage skill-based routing models.
Analyze call distribution patterns and improve routing efficiency.
Troubleshoot call routing issues and queue performance bottlenecks.
Manage inbound and outbound call flows across multiple support channels.

IVR Administration & Automation
Design, build, and maintain IVR menus and call treatment flows.
Develop and manage IVR prompts, announcements, and voice recordings.
Optimize self-service capabilities and call containment strategies.
Implement intent-based routing and voice automation use cases.
Partner with AI/Conversational teams to integrate IVA, chatbot, and voice bot capabilities.
Queue & Capacity Management
Monitor queue health, staffing alignment, and service levels.
Analyze call volumes, abandon rates, hold times, and occupancy metrics.
Recommend staffing and routing improvements based on forecasted demand.
Work closely with Workforce Management (WFM) teams to optimize customer experience.
Five9 & CCaaS Administration
Administer and support Five9 contact center platform.
Configure campaigns, skills, queues, routing rules, and agent profiles.
Manage integrations between Five9, Service Now, telephony, and reporting systems.
Ensure platform stability, resiliency, and operational performance.
Support CCaaS migration, transformation, and optimization initiatives.
Reporting & Analytics
Generate operational reports and dashboards.
Analyze:
Call volumes
Talk time
Hold time
Queue performance
Transfer rates
Abandonment rates
Service Levels
IVR containment rates
Provide actionable insights to leadership.
Vendor & Stakeholder Management
Collaborate with Service Desk Operations, Product Owners, Engineering Teams, and Vendors.
Support technology upgrades, migrations, and platform enhancements.
Participate in incident management and problem management activities.

Required Skills & Experience
Technical Skills
Deep understanding of:
IVR architecture
ACD routing
Skill-based routing
Queue management
Workforce optimization concepts
Contact center operations

Hands-on Experience
Five9 CCaaS Administration
Call Routing & Queue Management
IVR Design & Configuration
Voice Recording Management
Voice Automation Solutions
Conversational AI Platforms
Intent Mapping & Call Steering
Voice Analytics & Reporting
Telephony & Contact Center Technologies
Five9
Genesys (Preferred)
IVA / Conversational AI Platforms
SIP & Voice Infrastructure Concepts
Service Now Integration
Workforce Management Tools

Preferred Experience
AI-powered voice automation solutions
Voice Biometrics / Authentication platforms
Google Conversational AI / Gemini / Flash 3.5
Cloud Contact Center transformations
Service Desk environments supporting large-scale enterprises

Qualifications
Bachelor's Degree in Information Technology, Computer Science, Telecommunications, or related field.
5+ years of experience supporting enterprise contact center and voice technologies.
3+ years of hands-on Five9 administration experience.
Experience managing large-scale Service Desk voice operations.

Preferred Certifications
Five9 Administrator Certification
CCaaS Certifications
ITIL Foundation / ITIL 4
Genesys Certifications
Service Now Fundamentals