eGain Communication Pvt. Ltd.

Job Description

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About Company:

eGain is a leading provider of AI-powered knowledge management and customer experience automation solutions. With over 25 years of experience in knowledge management, eGain helps enterprises unify siloed content, automate trusted knowledge workflows, and deliver measurable AI-ROI through proven frameworks and methods. Global 2000 companies across industries rely on eGain to transform customer service, improve employee productivity, reduce costs, and accelerate AI adoption.

Company Name: eGain Communication Pvt. Ltd.

Experience: Fresher.

Designation: Implementation Solution Engineer.

Job Location: Pune.

Eligibility Criteria:  

• Qualification: BE/BTECH(CS/IT).
• Pass out Year: 2025/2026.
• Percentage Criteria: NA.
• Any Bond: NA.
• Certificate(If Any): NA.

Approx. Package: Rs.5,00,000/- Per Annum.

Roles and Responsibilities:

1. Manage and resolve Managed Services tickets within defined timelines while ensuring compliance with service-level agreements (SLAs).
2. Gather, analyze, and understand customer business requirements to design and implement effective solutions on the eGain platform.
3. Configure and maintain platform features, workflows, and settings to support customer operational needs.
4. Develop and customize reports and dashboards using eGain Analytics Hub to provide actionable business insights.
5. Monitor and analyze operational performance reports, identify trends, and recommend process improvements and best practices.
6. Collaborate with business stakeholders, customer teams, and IT teams to ensure successful implementation and adoption of solutions.
7. Support knowledge management initiatives by authoring, updating, and maintaining knowledge content in eGain Knowledge Hub.
8. Assist in migrating knowledge assets and content from legacy systems to the eGain platform.
9. Troubleshoot platform-related issues and provide timely resolutions to ensure smooth business operations.
10. Document configurations, processes, and implementation activities to maintain accurate project records and knowledge repositories.
11. Participate in customer meetings to understand evolving business needs and provide technical recommendations.
12. Ensure high-quality service delivery by adhering to established processes, standards, and milestones.

Skills Required:

1. Strong understanding of business requirements gathering and solution implementation methodologies.
2. Experience with platform configuration and customization in enterprise software applications.
3. Ability to create, analyze, and interpret reports and dashboards for business decision-making.
4. Proficiency in data analysis and deriving actionable insights from operational metrics.
5. Knowledge of knowledge management systems, content authoring, and content migration processes.
6. Strong problem-solving and troubleshooting skills to identify and resolve technical and functional issues.
7. Excellent communication skills for collaborating with customers, business stakeholders, and technical teams.
8. Ability to manage multiple tasks and priorities while meeting deadlines and service commitments.
9. Strong attention to detail and commitment to delivering high-quality solutions.
10. Familiarity with customer support and managed services environments.
11. Working knowledge of analytics, reporting tools, and business intelligence concepts.
12. Ability to document technical processes, configurations, and solution designs effectively.
13. Strong interpersonal skills and a customer-centric approach to service delivery.
14. Basic understanding of databases, SQL, and data management concepts is an added advantage.
15. Ability to learn new technologies quickly and adapt to evolving business and customer requirements.