SME - Configuration Management

HCLTech
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📍 Bengaluru, India

About this role

Job Summary

 4.P4 Voice Specialist - Service Desk Voice & IVR Operations (1 Position) Job Title P4 Voice Specialist Experience 7-10+ Years Role Summary Lead management and optimization of Service Desk voice platforms, IVR systems, call routing, contact center technologies, and AI-driven conversational solutions. This is an urgent and business-critical role supporting voice operations across the Service Desk environment. Key Responsibilities • Manage Service Desk IVR and telephony platforms. • Configure and maintain call routing strategies. • Manage queue routing logic and skill-based routing. • Monitor voice capacity and routing efficiency. • Maintain IVR menus and call flows. • Support CCaaS platform administration. • Troubleshoot voice platform incidents. • Collaborate with SD Operations, Engineering, Product Owners, and vendors. • Support platform upgrades and migrations. • Participate in incident and problem management activities. • Drive continuous improvement initiatives in customer call experience. • Support AI conversational flow deployment and optimization. Mandatory Skills • IVR platform administration. • Contact Center technologies. • Call routing and queue management. • Skill-based routing models. • Voice capacity planning. • Incident and problem management. • Vendor and stakeholder management. Preferred Skills • Five9 Platform. • CCaaS solutions. • AI Conversational Platforms. • ServiceNow integration exposure.

Key Responsibilities

P4 Voice Specialist - Service Desk Voice & IVR Operations (1 Position) Job Title P4 Voice Specialist Experience 7-10+ Years Role Summary Lead management and optimization of Service Desk voice platforms, IVR systems, call routing, contact center technologies, and AI-driven conversational solutions. This is an urgent and business-critical role supporting voice operations across the Service Desk environment. Key Responsibilities • Manage Service Desk IVR and telephony platforms. • Configure and maintain call routing strategies. • Manage queue routing logic and skill-based routing. • Monitor voice capacity and routing efficiency. • Maintain IVR menus and call flows. • Support CCaaS platform administration. • Troubleshoot voice platform incidents. • Collaborate with SD Operations, Engineering, Product Owners, and vendors. • Support platform upgrades and migrations. • Participate in incident and problem management activities. • Drive continuous improvement initiatives in customer call experience. • Support AI conversational flow deployment and optimization. Mandatory Skills • IVR platform administration. • Contact Center technologies. • Call routing and queue management. • Skill-based routing models. • Voice capacity planning. • Incident and problem management. • Vendor and stakeholder management. Preferred Skills • Five9 Platform. • CCaaS solutions. • AI Conversational Platforms. • ServiceNow integration exposure.

Skill Requirements

 P4 Voice Specialist - Service Desk Voice & IVR Operations (1 Position) Job Title P4 Voice Specialist Experience 7-10+ Years Role Summary Lead management and optimization of Service Desk voice platforms, IVR systems, call routing, contact center technologies, and AI-driven conversational solutions. This is an urgent and business-critical role supporting voice operations across the Service Desk environment. Key Responsibilities • Manage Service Desk IVR and telephony platforms. • Configure and maintain call routing strategies. • Manage queue routing logic and skill-based routing. • Monitor voice capacity and routing efficiency. • Maintain IVR menus and call flows. • Support CCaaS platform administration. • Troubleshoot voice platform incidents. • Collaborate with SD Operations, Engineering, Product Owners, and vendors. • Support platform upgrades and migrations. • Participate in incident and problem management activities. • Drive continuous improvement initiatives in customer call experience. • Support AI conversational flow deployment and optimization. Mandatory Skills • IVR platform administration. • Contact Center technologies. • Call routing and queue management. • Skill-based routing models. • Voice capacity planning. • Incident and problem management. • Vendor and stakeholder management. Preferred Skills • Five9 Platform. • CCaaS solutions. • AI Conversational Platforms. • ServiceNow integration exposure.

Other Requirements

4.P4 Voice Specialist - Service Desk Voice & IVR Operations (1 Position) Job Title P4 Voice Specialist Experience 7-10+ Years Role Summary Lead management and optimization of Service Desk voice platforms, IVR systems, call routing, contact center technologies, and AI-driven conversational solutions. This is an urgent and business-critical role supporting voice operations across the Service Desk environment. Key Responsibilities • Manage Service Desk IVR and telephony platforms. • Configure and maintain call routing strategies. • Manage queue routing logic and skill-based routing. • Monitor voice capacity and routing efficiency. • Maintain IVR menus and call flows. • Support CCaaS platform administration. • Troubleshoot voice platform incidents. • Collaborate with SD Operations, Engineering, Product Owners, and vendors. • Support platform upgrades and migrations. • Participate in incident and problem management activities. • Drive continuous improvement initiatives in customer call experience. • Support AI conversational flow deployment and optimization. Mandatory Skills • IVR platform administration. • Contact Center technologies. • Call routing and queue management. • Skill-based routing models. • Voice capacity planning. • Incident and problem management. • Vendor and stakeholder management. Preferred Skills • Five9 Platform. • CCaaS solutions. • AI Conversational Platforms. • ServiceNow integration exposure.

 

Frequently Asked Questions

Is the salary disclosed for the SME - Configuration Management position at HCLTech?
The salary for this SME - Configuration Management role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the SME - Configuration Management position at HCLTech located?
This SME - Configuration Management role at HCLTech is based in Bengaluru, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the SME - Configuration Management position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the SME - Configuration Management job at HCLTech posted?
This SME - Configuration Management position at HCLTech was posted on Sep 11, 2026. Apply as soon as possible — early applications are often reviewed first.
SME - Configuration Management
HCLTech
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