Data Engineer

Ready to turn bold ideas into real-world impact?
 At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.
 
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. 
 
Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
 Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Inviting applications for the role of Intraday Analyst

 

Genpact is searching for dynamic, open-minded, mature individuals to support their workforce management operations.

Responsibilities

1.      Monitor real-time queue status and agent states in the ACD.

2.      Monitor, record, and escalate real-time schedule adherence impacts, including tardiness, absenteeism, and other schedule deviations.

3.      Manage Offline activities, analyze staffing positions and optimize schedule as per requirement

4.      Conduct root cause analysis of SLA deviations, action plan development and resolution.

5.      Input daily exception requests and update schedules in the scheduling Application.

6.      Responsible for capturing and publishing all operational metrics related to WFM (Productivity, Efficiency, Occupancy and SLAs).

7.      Advanced proficiency with Microsoft Excel, including VBA will be an added advantage

8.      Knowledge/Experience in ACDs and Scheduling Applications will be an added advantage

9.       Knowledge/Experience in SQL queries will be an added advantage

10.   Good communication skills; must be able to discuss the requirements effectively with clients and internal stakeholders.

We seek qualifications from you!

 

Minimum Qualifications / Skills

• Graduate in any field

• Prior experience in intraday management
• Good knowledge of WFM tools –like Calabrio / Verint / IEX / Aspect eWFM,
• Working experience in ACDs like Triton / Avaya CMS / Nice In Contact etc. will be beneficial.
• Analytical mindset to solve problems.
• In-depth understanding of the various call center metrics and their relationship with each other.
• Should be extremely proficient with Excel.
• Experience of relevant years as an intraday analyst in an Omni-Channel Command Center.

 

Preferred Qualifications/ Skills

1)      Knowledge of WFM tools Calabrio TeleOpti, IEX, Alvaria etc. Similar/equivalent tools - IEX / Aspect eWFM, RTA, Avaya CMS etc.

2)     Hands-on on Excel and reporting skills

Qualifications

Bachelors - Business Analytics, Bachelors - Computer Science, Bachelors - Statistics, Masters - Data Science

Certifications

Certified Data Management Professional - RiversandRiversand, Databricks Certified Associate Developer for Apache Spark 3.0 - Databricks AcademyDatabricks Academy, Databricks Certified Associate Developer for Apache Spark - Databricks AcademyDatabricks Academy, Microsoft Certified: Azure Data Engineer Associate - MicrosoftMicrosoft, Oracle Database 12c Certified Implementation Specialist - OracleOracle

Required Skills

Agile Methodology, Calabrio Workforce Management, Collaboration Tools, Contact Center Workforce Management, Contingent Workforce Management, Data Engineering, Data Literacy, Genesys Workforce Management, IEX TotalView Workforce Management (WFM), NICE IEX Workforce Management, Strategic Workforce Planning, Workday Workforce Planning, Workforce Analytics, Workforce Design, Workforce Effectiveness, Workforce Efficiency, Workforce Forecasting, Workforce Management (WFM), Workforce Management Systems, Workforce Optimization, Workforce Planning, WorkForce Reporting and Analytics

Language

English (Required), English (Required)

Language Proficiency -

Advanced - C1

Additional Job Location -

Job Type

Regular

Master Skill List -

Data Engineering

Remote Type -

Hybrid

Work Shift -

Evening Job (India)

Why join Genpact?
•    Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
•    Make an impact – Help global enterprises solve business challenges that matter 
•    Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 
•    Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress 
 
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.  
Let’s build tomorrow together. 
 
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.  
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.