Careers at Movate – Colombia

Job title: Delivery Manager – Technical
Experience: 15+ Years
Location: Chennai / Bangalore
Job type: Full-time

Role Overview

• We are looking for an experienced Delivery Manager – Technical to lead end-to-end project/program delivery with strong technical oversight. The role involves managing cross-functional engineering teams, ensuring timely and high-quality delivery, driving stakeholder satisfaction, and owning delivery governance, risk, and financial metrics.
• The ideal candidate should combine strong technical depth with program management expertise.

Key Responsibilities

End-to-End Delivery Ownership

• Own delivery of multiple projects/programs across technology stacks
• Ensure projects are delivered on time, within scope and budget
• Drive estimation, planning, and milestone tracking
• Manage risks, dependencies, and escalations

Stakeholder & Client Management

• Act as primary point of contact for clients/stakeholders
• Lead governance calls, status reviews (MBR & QBR), and executive reporting
• Manage scope changes and commercial discussions

Team & Resource Management

• Lead and mentor engineering teams (developers, architects, QA)
• Resource planning and capacity management
• Drive performance reviews and skill development
• Foster high-performance and collaborative culture

Financial & Operational Management

• Own revenue and margin for assigned programs
• Monitor utilization and cost control
• Ensure SLA/KPI adherence
• Drive growth through delivery led initiatives

Process & Quality Governance

• Implement Agile / Scrum / SAFe methodologies
• Ensure compliance with security and quality standards
• Drive continuous improvement initiatives

Required Skills & Experience

• 15+ years overall experience with delivery management capabilities
• Very strong presentation skills
• Excellent people management skills
• Good understanding of digital skills (working experience in the digital skills in the early stage of the career)
• Prior experience in managing the delivery for different type of engagements (Development, Support)
• Very good understanding of application support and the corresponding SLAs
• Prior experience of driving CSAT improvement through continuous service improvement initiative
• Strong solution building & presentation capabilities
• Assess client issues and use your expertise to develop solutions using applicable technologies and best practices.
• Work with the Sales teams and project teams to explain requirements, evaluation options, and explore solutions to achieve the customer’s business objectives.

Job title: Digital Enterprise Architect
Experience: 15+ Years
Location: Chennai / Bangalore / Hyderabad
Job type: Full-time

Job Summary

• Responsible for defining and driving enterprise-wide digital architecture aligned with business strategy.
• Pre-sales solution support for all the RFPs
• Architecture review & oversight for all the critical programs

Key Responsibilities:

• Define enterprise architecture vision, standards, principles, and roadmaps aligned to business goals.
• Translate business requirements into scalable, secure, and future-ready technology architectures.
• Lead cloud migration, application modernization, and platform transformation initiatives.
• Drive adoption of microservices, API-led integration, and cloud-native architectures.
• Support proposals & Technical solutions for the proposals
• Provide Technical oversight for the critical programs
• Guide architecture for data platforms, analytics, AI/ML, and automation initiatives.
• Establish architecture governance, review processes, and compliance standards.
• Partner with CXOs, business leaders, product owners, and engineering teams.
• Reduce technical debt and promote reuse and cost optimization.
• Mentor solution architects and technical teams.

Required Skills & Experience

• 15+ years of IT experience with 5+ years in Enterprise or Digital Architecture roles.
• Strong experience across application, data, integration, and infrastructure architecture.
• Strong prior experience in developing technical solutions and providing architectural support for RFPs.
• Hands-on experience with cloud platforms such as AWS, Azure, or GCP.
• Exposure to DevOps, CI/CD pipelines, containers, and Kubernetes.
• Knowledge of data platforms, analytics architectures, and AI/ML concepts.
• Understanding of enterprise security, IAM, and compliance frameworks (ISO, SOC2, GDPR).

Job Title: GCC Delivery Manager 
Location: Bangalore, India (Full-Time, On-site/Hybrid)
Job type: Full-time
Experience: 15+ Years

Role Overview

• We are looking for an experienced GCC Delivery Manager  to lead end-to-end project/program delivery with strong technical oversight.
• The role involves managing cross-functional engineering teams, ensuring timely and high-quality delivery, driving stakeholder satisfaction, and owning delivery governance, risk, and financial metrics.
• GCC Delivery director should have prior experience working with GCCs and driving growth in the GCCs

Key Responsibilities

End-to-End Delivery Ownership

• Own delivery of multiple projects/programs across technology stacks
• Ensure projects are delivered on time, within scope and budget
• Drive estimation, planning, and milestone tracking
• Manage risks, dependencies, and escalations

Stakeholder & Client Management

• Act as primary point of contact for clients/stakeholders
• Lead governance calls, status reviews (MBR & QBR), and executive reporting
• Manage scope changes and commercial discussions

Team & Resource Management

• Lead and mentor engineering teams (developers, architects, QA)
• Resource planning and capacity management
• Drive performance reviews and skill development
• Foster high-performance and collaborative culture

Financial & Operational Management

• Own revenue and margin for assigned programs
• Monitor utilization and cost control
• Ensure SLA/KPI adherence
• Drive growth through delivery led initiatives

Process & Quality Governance

• Implement Agile / Scrum / SAFe methodologies
• Ensure compliance with security and quality standards
• Drive continuous improvement initiatives

Required Skills & Experience

• 15+ years overall experience with GCC delivery management capabilities
• Very strong presentation skills
• Excellent people management skills
• Good understanding of digital skills (working experience in the digital skills in the early stage of the career)
• Prior experience in managing the delivery for different type of engagements (Development, Support)
• Very good understanding of application support and the corresponding SLAs
• Prior experience of driving CSAT improvement through continuous service improvement initiative
• Strong solution building & presentation capabilities
• Assess client issues and use your expertise to develop solutions using applicable technologies and best practices.
• Work with the Sales teams and project teams to explain requirements, evaluation options, and explore solutions to achieve the customer’s business objectives.

Job Title: Solutions Architect (Enterprise Product Services)
Location: Chennai / Bangalore / Hyderabad
Job type: Full-time
Experience: 10+ Years
Domain: CX solutions architecture and presales

Role Summary:

• As an EPS Solutions Architect at Movate, you will play a critical role in leading solution development for enterprise customers across various verticals.
• You will coordinate with Workforce Management (WFM), Bid Management, Sales, Delivery teams, and clients to develop tailored solutions for RFP responses, proactive pursuits, and complex customer requirements.
• You will also drive proposal defense, business case development, capability presentations, and collaborate with internal teams to deliver innovative solutions.

Key Responsibilities:

Solution Development and Proposal Support:

• Possess excellent writing skills, as most proactive deals and RFPs require high-quality written content in formats like Word documents and PowerPoints.
• Lead the solution design process for enterprise RFPs and proactive opportunities across Cloud, Networking, Security, Telecom, SaaS, Storage, and Software services.
• Thorough Requirement gathering to understand customer’s needs. Ask additional questions to further strengthen understanding of customer challenges/asks.
• Coordinate with internal teams such as WFM, Bid Management, Sales, and Delivery to develop winning solution responses.
• Draft and refine solutions and engagement models to meet unique customer requirements, leveraging Movate’s digital enablers, IPs, and Propel Labs-driven innovations.
• Drive solution defense presentations, business case development, and capability demonstrations for clients.

Innovation and Digital Solutions:

• Possess a strong grasp of AI and automation solutions used in B2B services, with a focus on applications like self-service, engineer productivity, customer experience, and operational analytics.
• Demonstrate solution acumen to combine digital solutions and engineering expertise and create compelling multi-year managed services models.
• Stay abreast of industry trends and advancements, applying best practices and innovative approaches to solution architecture.

Client Engagement and Presentation:

• Present solutions and value propositions to clients, including senior leadership and C-level executives.
• Conduct solution walkthroughs, capability presentations, and proof-of-concept sessions to articulate Movate’s value proposition.
• Engage with customers to understand their needs, challenges, and goals, and propose relevant solutions.

Collaboration with internal stakeholders:

• Stakeholder management: Liaise with internal stakeholders, such as delivery teams, to leverage existing customer case studies and tailor them effectively for prospective clients.
• Work closely with the Finance team to develop commercial models and pricing strategies for managed services proposals.
• Develop competitive pricing, by benchmarking pricing and effort estimation with industry standards.
• Provide guidance and thought leadership in solution design and architectural best practices across the EPS practice.

Required Skills and Experience:

• 10+ years of experience in CX solutions architecture and presales, with a focus on enterprise-level solutions.
• Proven track record in leading RFP responses, solution defense, and proposal development.
• Strong understanding of digital solutions, automation, and AI-driven capabilities.
• Experience with financial modeling, pricing strategies, and effort estimation.
• Excellent communication and presentation skills, with the ability to engage with C-level stakeholders.
• Excellent communication skills, with the ability to present complex solutions to technical and non-technical stakeholders.
• Ability to work collaboratively with cross-functional teams and build strong relationships with internal and external stakeholders.
• Strong problem-solving skills and the ability to innovate with digital solutions.

Job Title: AI Architect
Location: Bangalore, India (Full-Time, On-site/Hybrid)
Job type: Full-time
Experience: 18+ Years
Domain: IT Services & Consulting / Captive Technology Centers 

Job Summary

• We are seeking a seasoned Principal AI Architect with 18+ years of experience to join our team in Bangalore.
• You will be responsible for defining the enterprise AI strategy, designing scalable, production-grade Artificial Intelligence and Generative AI solutions.
• You will serve as the technical authority, influencing C-suite stakeholders, mentoring high-performing teams, and ensuring our AI investments drive tangible business value. 

Key Responsibilities

• Strategic Vision: Architect and build comprehensive AI infrastructures and hardware solutions, ensuring alignment with overall business goals.
• GenAI & LLM Architecture: Design and deploy Generative AI applications, including RAG (Retrieval-Augmented Generation) systems, Vector Databases, and Agentic AI workflows.
• Solution Architecture: Create end-to-end AI pipelines, including feature stores, model training, deployment, monitoring, and retraining workflows (MLOps/LLMOps).
• Technical Leadership: Act as a subject matter expert (SME) to guide cross-functional teams in adopting best practices in AI, Machine Learning, and Deep Learning.
• Cloud & Integration: Lead integration of AI models with existing legacy enterprise systems using cloud-native services (AWS/Azure/GCP).
• Governance & Ethics: Ensure compliance with data security, privacy, and responsible AI practices (handling bias, model safety).
• Stakeholder Management: Influence senior executives and client stakeholders on AI roadmap adoption, ROI analysis, and vendor evaluation. 

Required Qualifications & Technical Skills

• Experience: 18+ years in software engineering, with at least 5-8 years specifically in AI/ML solution architecture.
• Generative AI: Expert-level understanding of LLMs (GPT, Llama, Mistral), Prompt Engineering, and Vector Stores (Pinecone, FAISS, Weaviate).
• Programming: Mastery of Python and its AI/ML ecosystem (TensorFlow, PyTorch, Scikit-learn).
• Architecture: Deep knowledge of Microservices, APIs, and containerization (Docker, Kubernetes).
• Cloud: Proficiency in Azure AI, AWS Bedrock, or Vertex AI.
• Domain Expertise: Prior experience in Banking/Financial Services (FS), Healthcare, or Retail is highly preferred.
• Education: Bachelor’s or Master’s degree in Computer Science, Data Science, or related quantitative field. 
• Exceptional communication and presentation skills, capable of explaining complex AI concepts to non-technical audiences.
• Proven capability to mentor senior engineers and lead cross-team initiatives.
• Strategic thinking with a strong focus on ROI and business impact. 

Why Join Us

• Work on cutting-edge Agentic AI and GenAI initiatives.
• Shape the AI strategy for global enterprise clients.
• High-visibility role with direct access to executive leadership. 

Job title: Delivery Manager – Healthcare & Life Sciences (HLS)
Location: Bangalore and Chennai
Experience: 10 – 15+ Years
Domain: Healthcare, Pharmaceuticals, Life Sciences (HLS)
Type: Full-Time

Role Overview

• We are looking for a seasoned Delivery Manager with 10-15 years of experience to lead complex HLS projects/accounts in Bangalore.
• The ideal candidate will be responsible for end-to-end service delivery, client relationship management, and driving technical excellence within the healthcare domain.
• You will oversee project planning, budget control, and ensure compliance with industry-specific regulations.

Key Responsibilities

• Account Delivery Management: Own end-to-end delivery for HLS accounts, managing multiple projects concurrently.
• Client Management: Act as the primary point of contact for stakeholders, ensuring high client satisfaction, managing expectations, and implementing improvements based on feedback.
• Project Governance: Define project scopes, manage milestones, monitor progress, and ensure timely delivery within budget.
• HLS Domain Expertise: Leverage knowledge of healthcare IT systems, patient data, or regulatory compliance to guide technical teams.
• Risk Mitigation: Anticipate risks, develop contingency plans, and handle escalations with professionalism.
• Team Leadership: Lead, motivate, and mentor cross-functional teams (including offshore/onshore), managing resource allocation and resolving conflicts.
• Operational Excellence: Improve service delivery processes, manage KPIs (SLA, TAT), and ensure adherence to quality standards.

Required Qualifications & Skills

• Experience: 10-15+ years in IT service delivery, with at least 3-5 years directly in the HLS domain.
• Domain Knowledge: Strong understanding of Healthcare IT, Clinical Trials, Life Sciences, or Health Insurance systems.
• Methodologies: Proven experience working in Agile/Scrum environments.
• Technical Understanding: Familiarity with software development life cycle (SDLC), application development, or data migration projects.
• Communication: Excellent client-facing and internal communication skills (verbal and written).
• Tools: Proficient in project management tools like JIRA, MS Project, and Agile planning tools.

Preferred Qualifications

• Relevant certifications: PMP, PRINCE2, or Certified Scrum Master (CSM).
• Experience in managing large-scale, complex, or transformation projects.

Why Join Us?

• Work in one of India’s leading technology hubs (Bangalore) with top-tier clients.
• Opportunity to lead high-impact projects in the growing HLS sector.

Job Description: Delivery Manager – BFSI (10-15 Years)
Location: Bangalore and Chennai
Job Type: Full-time
Experience: 10-15 Years
Industry: Banking, Financial Services, and Insurance (BFSI)

About the Role

• We are seeking a seasoned and high-energy Delivery Manager with 10-15 years of experience to drive excellence in our Banking and Financial Services IT portfolio.
• Based in Bangalore, you will be responsible for end-to-end delivery of critical projects, ensuring high client satisfaction, operational efficiency, and adherence to quality standards.
• You will manage large, distributed teams, foster innovation, and act as a strategic partner to our BFSI clients.

Key Responsibilities

• End-to-End Delivery Leadership: Own and manage the full delivery lifecycle of large-scale IT projects, including digital banking platforms, payment gateways, lending systems, or data analytics.
• Stakeholder Management: Act as the primary liaison between clients, internal leadership, and technical teams to ensure alignment with business goals.
• Operational Excellence: Drive project governance, including on-time, within-budget, and quality-focused delivery. Proactively identify risks and develop mitigation strategies.
• Team Leadership: Lead and mentor large, multi-disciplinary teams (50-100+ members) consisting of Project Managers, Tech Leads, Developers, and QA engineers.
• Financial & Performance Monitoring: Monitor financial performance, including project budgets, forecasts, margins, and utilization.
• Compliance & Security: Ensure strict compliance with information security, data governance, and regulatory requirements specific to the BFSI domain.
• Process Improvement: Implement Agile/Scrum/DevOps methodologies to drive continuous improvement, efficiency, and faster delivery cycles.
• Pre-sales Support: Collaborate with account teams to support solutioning and proposal development for new opportunities.

Required Skills & Qualifications

• Experience: Minimum 10-15 years of experience in IT project delivery, with at least 5-8 years specifically in the BFSI domain.
• Domain Knowledge: In-depth understanding of banking operations (Retail, Commercial, Lending, Payments, or Capital Markets).
• Technical Familiarity: Understanding of modern technologies (e.g., Cloud platforms – AWS/Azure, Java/Microservices, APIs, Databricks, or Mainframe).
• Project Management: Proven success in managing large, distributed onshore-offshore teams and complex delivery portfolios.
• Methodologies: Strong expertise in Agile, Scrum, and Waterfall methodologies.
• Tools: Proficiency in delivery management tools like JIRA, ServiceNow, or Azure DevOps.
• Soft Skills: Exceptional communication, negotiation, and conflict resolution skills, with a focus on client relationship building.
• Education: Bachelor’s or Master’s degree in Computer Science, Engineering, or equivalent.
• Certifications: PMP, CSM, SAFe, or ITIL certification is highly desirable.

Why Join Us?

Lead and grow with a highly motivated team in a fast-paced environment.

Work on bleeding-edge projects in the financial technology sector.

Job title: Full Stack Developer
Work Location: Chennai (Guindy)
Experience:  8+ years
Education Qualification:  Any Graduate

Roles and Responsibilities:

• Perform code reviews and refactoring discussions with multiple domains and delivery teams to ensure high-quality deliverables.
• Conducting feasibility studies to ensure the product is up-to-date with the latest technologies.
• Root Cause Analysis: Cracking the code on the toughest bugs by diving deep to find the true root cause and identifying permanent fixes based on your analysis
• Take initiative and be responsible for the technical solution.
• Develop tools and applications by producing clean, efficient code.
• Capability to learn new technologies quickly, stay up to date on the latest industry technology trends and techniques

Required Skills

• 8+ Years IT Experience with 5+ Years’ experience in developing web applications with heavy usage of JavaScript.
• Expert in Frontend, Middleware design, development & implementation with experience in Angular, Node Express, Angular Material and related technologies.
• In-depth knowledge of the RESTful API design.
• Solid understanding of JavaScript & Typescript.
• Proficient in various database management systems.
• Passionate about great technologies, especially open source
• Strong understanding of UI frameworks/languages such as Angular.
• Solid coding skills with the ability to guide teams through massive refactoring exercises and improve coding standards across large codebases.
• Experience developing cloud software services and an understanding of design for scalability, performance, security, and reliability.
• Experience in Angular Formly is a plus.
• Expert in JavaScript/ES6, building Responsive, high performing, heavy-traffic web applications using JS Frameworks (Angular, etc.) and third-party libraries
• Experience with unit-test driven approach to development,.
• Knowledge of professional software engineering practices and best practices for the full software development life cycle, including coding standards, code reviews, source control management, continuous integration deployments (CI/CD), testing, and operations. Experience in AWS services such as Lambda, SQS, Redis, Elasticsearch is a plus – Optional
• Experience in Linux is a plus – Optional

Job title: Application Architect
Work Location: Chennai (Guindy)
Experience:  15+ years
Education Qualification:  Any Graduate

Roles and Responsibilities:

• Identify business problems and work on developing Proof-of-concepts to demonstrate the technology capabilities with pros and cons of identified options
• Architect, Design, Develop & Implement frameworks and application Software Components using Enterprise/Open Source technologies
• Design & Implement Application Architecture concepts and best practices (Tiers, Partitioning, Modularity) Architecture NFRs, Availability (HA/DR), Performance (Capacity, Resource Utilization, Responsiveness), Information Security (Authentication, Authorization, Encryption) State of the art Integration Patterns, including SOA, API, Micro-Services, including integration with COTS solutions, Mobile, etc.
• Analyze & Identify Business Capabilities and to develop new business capabilities
• Troubleshoot pre and post-production functional and non-functional issue
• Understand the complexity of current systems, identify system interfaces, and Capture NFR’s
• Capability to learn new technologies quickly, stay up to date on the latest industry technology trends and techniques

Required Skills

• 15+ Years IT Experience with 6+ Years’ experience in developing and architecting web applications with a heavy usage of JavaScript.
• Extensive industry experience with web applications based on SOA principles.
• Strong understanding of UI frameworks/languages such as Angular, NodeJS, ExpressJS, ReactJS, JQuery, CSS, and HTML5
• Experience with responsive UI design and development
• Expert in Javascript/ES6, building Responsive, high performing, heavy-traffic web application using JS Frameworks (Angular, React, Ember, etc) and third part libraries
• Experience with unit-test driven approach to development, expert knowledge of build tools (Webpack, Gulp, Grunt), and Continuous Integration and Continuous Deployment with Jenkins
• Experience building applications using Adaptive/Responsive Design Principles and leveraging various applications layers to enhance performance
• Expert in Frontend, Middleware design, development & implementation with experience in Angular, Node ExpressJS, and related technologies.
• Experience in AWS Cloud Infrastructure, AWS application services, AWS Database services, Containers, Microservices
• Experience in designing Micro services reference Architecture, Design, Implementation.
• Experience in BRMS, BPMN, Integrations
• Cloud native solutions, DevOps, Containers, CI/CD, Code Quality, Micro-Services and API architectures, Cloud, Mobile, Analytics
• Experience in NoSQL, Elasticsearch, Python, R will be Nice-to-have.
• Experience in Linux is a plus
• Experience in Data Modeling, Master Data Management will be Nice-to-have.

Job title: Associate System Engineer
Work Location: Ultra Lag
Experience:  2+ years of experience in customer-facing roles (e.g., customer support, account management, customer success, sales, etc) with strong collaboration across teams like Sales, Support, Engineering, and Product Management.
Education Qualification:  University degree is preferred, or equivalent work experience

Roles and Responsibilities:

• Assist internal teams with configuration validation in support of sales opportunities. 
• Collect and acquire data for use in the creation of sales plays and lifecycle management programs and processes.  
• Work with established programs and sizing tools to provide customers with a product performance solution that meets and exceeds their expectations
• Be involved in the Account Planning process as part of a larger team
• Assist with solution designs and will be brought into opportunities and mentored as part of an opportunity team.  Will have the ability to take point on simple designs where appropriate
• Assist prospects and customers with basic demonstrations, system configurations, feature adoption, and answers to technical questions 
• Work with established programs and sizing tools to support customer pursuits 
• Work cross functionally with internal departments such as Customer Support, Professional Services, Renewal, Sales Operations, and Order Management.

Required Skills & Desired Skills:

• BS in Computer Science, Engineering or other technical degree and/or equivalent experience
• 2+ years of experience (technology industry preferred) 
• Strong phone presence and experience in a high-volume customer interaction environment
• Conscientious attitude and dependability, strengths in teamwork and communication
• Confident, articulate and professional speaking abilities, and a strong ability to listen
• Ability to collect data, identify problems, establish facts and draw valid conclusions
• Preparation and delivery of technical product and architecture presentations
• Passion for technology and aptitude to learn new technologies
• Self-motivated individual with the ability to work independently and proactively, while applying a high level of business and technical acumen to a variety of situations
• Demonstrated listening, written communication and product presentation skills
• Ability to handle multiple tasks and projects, in real-time scenarios
• Apply critical thinking techniques to work through customer situations and interactions
• Knowledge of current and emerging storage architectures (FC, iSCSI, NAS, OSD, SAN) preferred
• Salesforce.com experience helpful
• Knowledge of VMware, Windows, UNIX OS variants (Linux, AIX, …), NFS file systems and network environments helpful
• Advanced Oral English, Microsoft 365/Google Workspace, Salesforce.com or any other CRM system

Job title: Soft Skill Quality Audit (Call Audit Job)
Work Location: Chennai and Hyderabad 
Experience: 6 Months to 5 Years
Education Qualification: Any Graduate

Roles and Responsibilities:

• Audits & Coaching:
• Conduct call and email audits to ensure compliance with company standards.
• Provide expert coaching to engineers based on audit and coaching findings.
• Deliver extended coaching sessions as needed.
• Perform audits using stratified sampling based on project needs to categorize and prioritize coaching needs.
• Calibrations:
• Participate in Joint Call Monitoring (JCM) internally to ensure consistency in performance evaluations.
• Conduct call listening activities with the operations team to gather insights and identify improvement areas.
• Actively participate in internal calibration sessions with the SSDE team.
• Client / Customer Interaction:
• Manage client transactions and ensure high-quality service delivery.
• Handle callbacks to address client concerns and feedback promptly.
• Continuous Improvement:
• Perform root cause analysis (RCA) to identify and resolve underlying issues.
• Monitor Critical to Quality (CTQ) metrics to maintain service standards.
• Contribute to continuous improvement (CI) initiatives to enhance operational efficiency.

Required Skills & Desired Skills:

• 6 months to 5 years of experience in BPO or customer service industry.
• Strong understanding of call auditing, monitoring, and calibration processes.
• Excellent communication skills with the ability to provide constructive feedback effectively.
• Ability to work independently with minimal supervision while maintaining high levels of accuracy.

Job title: Retail Customer Support Representative – Bilingual
Work Location: Terracampus, Tres Rios, Cartago.
Experience: 0 – 3 Months
No of openings : 150
Education Qualification: -High School Diploma-Executive Services Diploma or English Diploma required if no prior experience.

Roles and Responsibilities:

• 20%- Answers inbound phone calls from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy. Provides superior customer service while handling inbound calls for product inquiries, order placement, and order follow-up. Documents details of customer interaction into the system.
• 20%- Drives customer loyalty by providing, excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences
• 20%- Keeps customers informed on the status of their order, cost-effectively reconciles errors, resolves post-order issues such as returns, and follows up to ensure all customer needs are fulfilled
• 10%- Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier
• 20%- Meets or exceeds various performance requirements, including but not limited to: customer service skills, accuracy, schedule adherence, speed to resolution, etc.
• 10%- Partners with escalation group to obtain additional order support, customer follow-up, or handling of complex customer cases

Required Skills & Desired Skills

• Proficiency English Level >B2+
• 0 to 3 months Call Center experience
• Active listening
• Attention to detail
• Empathy
• Critical thinking
• Speed to solution

Job title: Inbound Sales and Service Associate
Location: UltraLag, Lagunilla, Heredia
Experience: +1 year of experience in a call center environment.
Education Qualification: High School Diploma
No of openings: 100

Roles and Responsibilities:

• If you are looking for a satisfying career in a friendly, fast-paced, and continuously changing environment, then look no further.
• We are looking for energetic customer sales representatives who show drive, ambition, and demonstrate high levels of sales performance with integrity. Your voice will be the brand that builds a strong relationship between our clients and their customers – It all starts with you!
• Our purpose is to make the world a better place, with a mission to keep our customer’s world running seamlessly. You will be responsible for delivering an excellent experience to our customers first time, every time using all skills & knowledge in order resolve their inquiries most effectively. You will be engaging with all customers by creating sales opportunities to draw their attention to our extended warranty plans which could improve their customer experience with our clients.
• You will deal with a variety of different customer call types as required to suit the business & customer needs. You will have ownership of your customer’s experience as well as providing the appropriate feedback to improve the journey in a positive & ethical way that is in line with our business practices.

You will provide inbound telephone support to our clients concerning extended warranty plans and services.

Essential Duties and Responsibilities:

• Inbound Sales Associate are responsible for assisting existing and new customers with registering their new appliances establishing rapport with the customer to position the sales pitch.
• Superior product knowledge and a passion for customer satisfaction, you will provide solutions to customer needs in a fast-paced and energetic environment.
• Emphasis is on sales for extended warranty plans and product registration.
• Through rapport building and information gathering from the conversation with the customer, identify opportunities to present the need to purchase an extended service plan.
• Upsell customers to additional service plans on older appliances the customer has in their homes. 
• Fully understands and consistently demonstrates proficiency at explaining products and services to existing and prospective customers.
• Listen to customer concerns with the goal of identifying buying signals and effective use of rebuttals to overcome objections.
• Solve customer challenges and regain customer confidence by using empathy and building rapport with customers.
• Accurately document information within multiple database systems.
• Adhere to KPI(s), as defined by the leadership team, to ensure departmental expectations and quality assurance is within standards.
• Supporting the team and wider functions to succeed by sharing knowledge and proactively looking for ways to improve the customer journey, and personal competency, providing feedback in a solution-focused manner.

Required Skills & Desired Skills

• Proficient speaking English to US based customers.
• High School Diploma or GED required.
• +1 year of experience in a call center environment.
• Customer Service preferred and Sales experience required
• Genuine desire to provide exceptional customer service.
• Ability to understand first call resolution.
• Excellent communication skills (professional demeanor) with an ability to be positive, energetic, and relay information precisely, professionally, and friendly while overcoming objections.
• Respond to customer inquiries by asking probing questions, listening attentively, while possessing exceptional oral and written skills.
• Self-motivated, able to work independently, and a desire to learn and succeed.
• Attention to detail with an ability to follow through while managing multiple tasks and adapt to change within a fast-paced business environment.
• Demonstrates teamwork, displays a positive attitude, and has a strong work ethic.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Demonstrates ability to speak off script, accurately, asking questions to identify busy signs
• Demonstrates ability to build rapport, off script, with customer to identify needs for our product

Job title: IT Service Desk Engineer – Tier 2
Work Location: Ultralag, Heredia 
Type: Full-Time (On-site)
Experience: 2–3 years of hands-on experience in Helpdesk or IT Support roles
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 10+

 Summary:

• The IT Service Desk Engineer – Tier 2 serves as the technical escalation point for the Tier 1 support team, resolving complex technical issues and ensuring high-quality service delivery.
• This role focuses on troubleshooting advanced incidents, maintaining process and documentation standards, and supporting operational excellence across IT service operations.
• While not a people management position, it carries significant responsibility for technical ownership, mentoring, and process maturity.

Roles and Responsibilities:

• Resolve escalated technical issues from Tier 1, including account and access management, endpoint troubleshooting, and system configuration.
• Troubleshoot and resolve issues related to Google Workspace administration (shared drives, calendar delegations, etc.), VPN, and network configurations.
• Provide advanced support for third-party tools, endpoint compliance, and device imaging.
• Maintain and update Standard Operating Procedures (SOPs), technical documentation, and knowledge base articles.
• Collaborate closely with cross-functional teams to identify recurring issues and propose permanent fixes.
• Participate in onboarding and training sessions for Tier 1 team members to enhance overall support capability.
• Ensure consistent adherence to IT service management (ITSM) processes and escalation protocols.

Required Skills:

• 2–4 years of hands-on experience in IT helpdesk or service desk roles.
• Strong technical expertise in:
• Google Workspace administration
• Endpoint troubleshooting (Windows, macOS, and Chromebook)
• VPN and network configuration
• Access control and IAM
• Familiarity with ITSM tools and ticket escalation workflows.
• Excellent written and verbal communication skills with the ability to explain complex technical issues clearly.
• Strong attention to detail, reliability, and collaborative mindset.
• Demonstrated ability to manage multiple priorities in a fast-paced, high-performance environment.
• Advanced English level (B2+/C1)

Desired Skills:

• Experience supporting hybrid or multi-site environments.
• Familiarity with scripting or automation (e.g., PowerShell, Bash, or Python).
• Understanding of cybersecurity fundamentals and endpoint compliance management.
• Certifications such as CompTIA A+, Google IT Support Professional, or ITIL Foundation are a plus.

Job title: Quality Assurance Analyst – Support Operations
Work Location: Ultralag, Heredia 
Experience: 1–3 years in Quality Assurance, Support Operations, or similar roles
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 2

Summary:

• The Quality Analyst supports operational excellence by reviewing cases, identifying quality gaps, coaching support agents, and driving continuous improvement initiatives.
• This role plays a key part in ensuring high-quality interactions, maintaining service standards, and enabling teams to meet KPIs and SLAs.
• The ideal candidate brings strong analytical skills, effective communication, and experience providing actionable feedback to improve performance across support teams.

Roles and Responsibilities:

• Review cases based on required sampling guidelines (e.g., 1 in every 5 cases) to ensure compliance with KPIs and SLAs.
• Provide additional case audits as needed to analyze customer dissatisfaction drivers and performance gaps.
• Deliver 1:1 and group coaching sessions for agents on quality standards, communication, and best practices.
• Facilitate team-wide coaching to address widespread QA trends or recurring issues.
• Follow up on feedback submitted through internal flagging or escalation systems.
• Prepare and present quality reports for weekly, monthly, and quarterly business reviews (WBR/MBR/QBR).
• Identify quality issues and lead projects or initiatives to address root causes, tracking impact and improvements.
• Escalate high-impact or recurring problems to designated Quality Points of Contact (POCs) when necessary.
• Participate in regular meetings with internal QA stakeholders to align on quality metrics, trends, and initiatives.
• Lead weekly QA debrief meetings during assigned rotation.

Required Skills:

• 1–3 years of experience in Quality Assurance, customer support, or operations.
• Strong analytical skills with the ability to identify patterns, gaps, and improvement opportunities.
• Excellent written and verbal communication skills for coaching and delivering clear feedback.
• Ability to manage multiple priorities and work in a fast-paced support environment.
• Experience preparing quality reports, dashboards, or business review presentations.
• Strong attention to detail and accuracy in case evaluation and documentation.

Desired Skills:

• Experience in service desk, customer experience, or contact center environments.
• Familiarity with QA methodologies, calibration practices, and coaching frameworks.
• Knowledge of ticketing systems, QA tools, or customer experience platforms.
• Ability to collaborate effectively across cross-functional teams.