9 jobs in Cognizant
Process Executive-Korean
Bangkok
Cognizant
Posted today
Job Viewed
Job Description
**Job Summary**
This role focuses on ensuring brand safety and platform integrity through content strategy and language expertise in Korean. The candidate will contribute to maintaining high-quality standards by translating analyzing and strategizing content to align with company goals. Work involves rotational shifts in an office-based environment.
**Responsibilities**
+ Analyze and review platform content to ensure compliance with brand safety guidelines and company standards.
+ Translate Korean content into English with high accuracy and cultural sensitivity to maintain the intended meaning and tone.
+ Collaborate with cross-functional teams to develop and implement effective content strategies that align with organizational objectives.
+ Monitor and assess platform content for potential risks ensuring proactive measures are taken to mitigate issues.
+ Provide insights and recommendations to improve content quality and enhance user experience on the platform.
+ Utilize language expertise to bridge communication gaps and ensure seamless understanding between Korean and English-speaking stakeholders.
+ Conduct regular audits of platform content to identify areas for improvement and ensure adherence to established guidelines.
+ Support the development of training materials and resources for content strategy and brand safety initiatives.
+ Maintain up-to-date knowledge of industry trends and best practices related to content strategy and platform safety.
+ Assist in creating reports and documentation to track progress and measure the effectiveness of implemented strategies.
+ Work collaboratively with team members to address challenges and optimize processes for better outcomes.
+ Ensure timely and accurate execution of tasks while adhering to rotational shift schedules.
+ Demonstrate a commitment to upholding the companys values and contributing to its positive impact on society. **Qualifications**
+ Possess strong proficiency in Korean language skills including reading writing and speaking to effectively handle content translation and communication tasks.
+ Have a solid understanding of content strategy principles and their application in maintaining brand safety and platform integrity.
+ Exhibit excellent analytical skills to identify risks and opportunities within platform content.
+ Show attention to detail and cultural sensitivity when translating Korean content into English.
+ Display effective communication skills to collaborate with diverse teams and stakeholders.
+ Demonstrate adaptability and willingness to work in rotational shifts within an office-based environment.
+ Bring a proactive approach to problem-solving and process optimization.
+ Have a keen interest in staying updated on industry trends and best practices related to content strategy and brand safety.
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
This role focuses on ensuring brand safety and platform integrity through content strategy and language expertise in Korean. The candidate will contribute to maintaining high-quality standards by translating analyzing and strategizing content to align with company goals. Work involves rotational shifts in an office-based environment.
**Responsibilities**
+ Analyze and review platform content to ensure compliance with brand safety guidelines and company standards.
+ Translate Korean content into English with high accuracy and cultural sensitivity to maintain the intended meaning and tone.
+ Collaborate with cross-functional teams to develop and implement effective content strategies that align with organizational objectives.
+ Monitor and assess platform content for potential risks ensuring proactive measures are taken to mitigate issues.
+ Provide insights and recommendations to improve content quality and enhance user experience on the platform.
+ Utilize language expertise to bridge communication gaps and ensure seamless understanding between Korean and English-speaking stakeholders.
+ Conduct regular audits of platform content to identify areas for improvement and ensure adherence to established guidelines.
+ Support the development of training materials and resources for content strategy and brand safety initiatives.
+ Maintain up-to-date knowledge of industry trends and best practices related to content strategy and platform safety.
+ Assist in creating reports and documentation to track progress and measure the effectiveness of implemented strategies.
+ Work collaboratively with team members to address challenges and optimize processes for better outcomes.
+ Ensure timely and accurate execution of tasks while adhering to rotational shift schedules.
+ Demonstrate a commitment to upholding the companys values and contributing to its positive impact on society. **Qualifications**
+ Possess strong proficiency in Korean language skills including reading writing and speaking to effectively handle content translation and communication tasks.
+ Have a solid understanding of content strategy principles and their application in maintaining brand safety and platform integrity.
+ Exhibit excellent analytical skills to identify risks and opportunities within platform content.
+ Show attention to detail and cultural sensitivity when translating Korean content into English.
+ Display effective communication skills to collaborate with diverse teams and stakeholders.
+ Demonstrate adaptability and willingness to work in rotational shifts within an office-based environment.
+ Bring a proactive approach to problem-solving and process optimization.
+ Have a keen interest in staying updated on industry trends and best practices related to content strategy and brand safety.
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
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0
Deskside Support Engineer
Bangkok
Cognizant
Posted 10 days ago
Job Viewed
Job Description
**Job Title:** Deskside Support Engineer
**Location:** Bangkok, Thailand - Onsite
**Language requirement** - Proficient in English and Thai
**Job Summary**
Deskside Support Engineer serves as the critical, hands-on IT backbone, ensuring seamless operation of employee workstations, peripherals, and software. They provide on-site or remote troubleshooting, hardware/software installation, and network connectivity support. They handle user requests, document issues in ticketing systems, and ensure security compliance.
**Key Responsibilities**
+ Troubleshooting & Support: Resolving hardware, software, and network issues for end-users.
+ Installation & Configuration: Setting up, configuring, and upgrading desktop systems, laptops, printers, and scanners.
+ Ticket Management: Recording, updating, and documenting technical issues in IT Service Management (ITSM) tools like Remedy or HP Service Center.
+ User Management: Assisting with user onboarding by setting up workstations and configuring profiles.
+ System Maintenance: Performing proactive maintenance, such as OS updates, antivirus installation, and patch management.
+ Data Management: Managing data backups and recovery for users.
**Essential Skills:**
+ Customer Service: Strong communication skills to assist employees with varying technical backgrounds.
+ Problem-Solving: Strong analytical skills to diagnose and resolve complex technical issues.
+ Time Management: Ability to prioritize urgent support requests and multitask.
+ Work Environment: Candidate need to work on-site, providing in-person support
**About Cognizant** **:**
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at or @cognizant .
**\#LI-CTSAPAC**
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
**Location:** Bangkok, Thailand - Onsite
**Language requirement** - Proficient in English and Thai
**Job Summary**
Deskside Support Engineer serves as the critical, hands-on IT backbone, ensuring seamless operation of employee workstations, peripherals, and software. They provide on-site or remote troubleshooting, hardware/software installation, and network connectivity support. They handle user requests, document issues in ticketing systems, and ensure security compliance.
**Key Responsibilities**
+ Troubleshooting & Support: Resolving hardware, software, and network issues for end-users.
+ Installation & Configuration: Setting up, configuring, and upgrading desktop systems, laptops, printers, and scanners.
+ Ticket Management: Recording, updating, and documenting technical issues in IT Service Management (ITSM) tools like Remedy or HP Service Center.
+ User Management: Assisting with user onboarding by setting up workstations and configuring profiles.
+ System Maintenance: Performing proactive maintenance, such as OS updates, antivirus installation, and patch management.
+ Data Management: Managing data backups and recovery for users.
**Essential Skills:**
+ Customer Service: Strong communication skills to assist employees with varying technical backgrounds.
+ Problem-Solving: Strong analytical skills to diagnose and resolve complex technical issues.
+ Time Management: Ability to prioritize urgent support requests and multitask.
+ Work Environment: Candidate need to work on-site, providing in-person support
**About Cognizant** **:**
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at or @cognizant .
**\#LI-CTSAPAC**
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
1
Team Manager - Contact Center (Voice, Chat & Email)
Bangkok
Cognizant
Posted 15 days ago
Job Viewed
Job Description
**Location** : Bangkok, Thailand
**Language requirement:** Thai + English
**Band / Designation:** Team Manager
**Role Overview**
The Team Manager is accountable for end-to-end performance of a multi-channel contact center team (voice, chat, email) operating 24/7. The role drives operational governance, people leadership, KPI delivery, and customer experience while ensuring compliance with Cognizant policies and client requirements.
**Key Responsibilities**
- Lead multiple TLs/SMEs and their associate teams; own staffing, rostering, and intraday management.
- Govern daily operations: queue health, real-time adherence, shrinkage control, occupancy, and SL attainment.
- Review performance through huddles, coaching plans, and monthly performance appraisals.
- Drive continuous improvement via RCA, CAPA, and Kaizen; standardize SOPs and playbooks.
- Manage escalations and critical incidents; ensure timely resolution and client communication.
- Partner with WFM, Quality, Training, Tech/Telephony, and HR for holistic delivery.
- Publish daily/weekly/monthly MIS and insights; track SLA risk and remediation plans.
- Ensure compliance with InfoSec, data privacy, and audit requirements.
- Create reports and presentation for internal and external stakeholders
**Operational Metrics Knowledge**
- Service Level (SL) / Response SLAs
- AHT, FCR, Quality Score, CSAT/NPS
- Abandonment Rate, Contact Accuracy
- Schedule Adherence, Occupancy, Shrinkage
- Attrition, Absenteeism, Hiring SLAs (time-to-fill, nesting success)
**Required Experience & Skills**
- 6-10 years in Contact Center/BPO operations; 3+ years in people leadership (TL/AM/Manager).
- B2 English for voice processes; excellent verbal and written communication.
- Strong command of telephony, CRM and WFM tools.
- Data-driven leader with proven coaching, stakeholder management, and conflict resolution.
- Strong proficiency using Google and Microsoft products.
**Shift Requirements**
Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays as per business needs, Work From Office
**Cognizant Competencies**
- Client Centricity
- Operational Excellence
- Data-driven Decision Making
- People Leadership & Talent Development
- Data-driven Decisions
- Compliance & Risk Management
**About Cognizant:**
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at or @cognizant.
\#LI-CTSAPAC
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
**Language requirement:** Thai + English
**Band / Designation:** Team Manager
**Role Overview**
The Team Manager is accountable for end-to-end performance of a multi-channel contact center team (voice, chat, email) operating 24/7. The role drives operational governance, people leadership, KPI delivery, and customer experience while ensuring compliance with Cognizant policies and client requirements.
**Key Responsibilities**
- Lead multiple TLs/SMEs and their associate teams; own staffing, rostering, and intraday management.
- Govern daily operations: queue health, real-time adherence, shrinkage control, occupancy, and SL attainment.
- Review performance through huddles, coaching plans, and monthly performance appraisals.
- Drive continuous improvement via RCA, CAPA, and Kaizen; standardize SOPs and playbooks.
- Manage escalations and critical incidents; ensure timely resolution and client communication.
- Partner with WFM, Quality, Training, Tech/Telephony, and HR for holistic delivery.
- Publish daily/weekly/monthly MIS and insights; track SLA risk and remediation plans.
- Ensure compliance with InfoSec, data privacy, and audit requirements.
- Create reports and presentation for internal and external stakeholders
**Operational Metrics Knowledge**
- Service Level (SL) / Response SLAs
- AHT, FCR, Quality Score, CSAT/NPS
- Abandonment Rate, Contact Accuracy
- Schedule Adherence, Occupancy, Shrinkage
- Attrition, Absenteeism, Hiring SLAs (time-to-fill, nesting success)
**Required Experience & Skills**
- 6-10 years in Contact Center/BPO operations; 3+ years in people leadership (TL/AM/Manager).
- B2 English for voice processes; excellent verbal and written communication.
- Strong command of telephony, CRM and WFM tools.
- Data-driven leader with proven coaching, stakeholder management, and conflict resolution.
- Strong proficiency using Google and Microsoft products.
**Shift Requirements**
Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays as per business needs, Work From Office
**Cognizant Competencies**
- Client Centricity
- Operational Excellence
- Data-driven Decision Making
- People Leadership & Talent Development
- Data-driven Decisions
- Compliance & Risk Management
**About Cognizant:**
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at or @cognizant.
\#LI-CTSAPAC
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
2
Senior Process Executive - Contact Center (Voice, Chat & Email)
Bangkok
Cognizant
Posted 15 days ago
Job Viewed
Job Description
**Senior Process Executive - Contact Center (Voice, Chat & Email)** \#LI
**Location** : Bangkok, Thailand
**Language requirement:** Thai + English CT
**Band / Designation:** Senior Process Executive SA
**Role Overview** P
The Senior Process Executive - Service Delivery (IOA) will be responsible for delivering high-quality customer support across inbound and outbound voice, chat, and email channels. The role requires strong communication skills, customer-centric behavior, and adherence to Cognizant compliance and service delivery standards in a 24/7 environment.
**Key Responsibilities**
· Handle incoming and outgoing customer interactions via voice, chat, and email.
· Resolve customer queries accurately within defined SLAs.
· Document interactions correctly in CRM/ticketing systems.
· Adhere to schedule, quality standards, and information security policies.
· Meet individual and team performance benchmarks defined by the process.
· Participate in training, calibrations, and continuous improvement initiatives.
**Operational Metrics Knowledge**
· Average Handling Time (AHT)
· Service Level (SL)
· First Contact Resolution (FCR)
· Quality Scores
· Customer Satisfaction (CSAT)
· Schedule Adherence
· Productivity / Utilization
**Required Experience & Skills**
· 2-5 years of experience in Contact Center / BPO operations
· Excellent communication skills (C1 English required for Voice)
· Experience supporting Inbound and Outbound Voice, Chat, and Email processes
· Working knowledge of CRM tools and basic systems navigation.
· Strong customer focus, problem-solving, and multitasking skills.
**Shift Requirements**
Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays. Work From Office
**Cognizant Competencies**
Client Centricity | Execution Excellence | Accountability & Ownership | Compliance & Risk Awareness
**About Cognizant:**
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at or @cognizant.
\#LI-CTSAPAC
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
**Location** : Bangkok, Thailand
**Language requirement:** Thai + English CT
**Band / Designation:** Senior Process Executive SA
**Role Overview** P
The Senior Process Executive - Service Delivery (IOA) will be responsible for delivering high-quality customer support across inbound and outbound voice, chat, and email channels. The role requires strong communication skills, customer-centric behavior, and adherence to Cognizant compliance and service delivery standards in a 24/7 environment.
**Key Responsibilities**
· Handle incoming and outgoing customer interactions via voice, chat, and email.
· Resolve customer queries accurately within defined SLAs.
· Document interactions correctly in CRM/ticketing systems.
· Adhere to schedule, quality standards, and information security policies.
· Meet individual and team performance benchmarks defined by the process.
· Participate in training, calibrations, and continuous improvement initiatives.
**Operational Metrics Knowledge**
· Average Handling Time (AHT)
· Service Level (SL)
· First Contact Resolution (FCR)
· Quality Scores
· Customer Satisfaction (CSAT)
· Schedule Adherence
· Productivity / Utilization
**Required Experience & Skills**
· 2-5 years of experience in Contact Center / BPO operations
· Excellent communication skills (C1 English required for Voice)
· Experience supporting Inbound and Outbound Voice, Chat, and Email processes
· Working knowledge of CRM tools and basic systems navigation.
· Strong customer focus, problem-solving, and multitasking skills.
**Shift Requirements**
Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays. Work From Office
**Cognizant Competencies**
Client Centricity | Execution Excellence | Accountability & Ownership | Compliance & Risk Awareness
**About Cognizant:**
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at or @cognizant.
\#LI-CTSAPAC
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
3
Team Lead - Contact Center (Voice, Chat & Email)
Bangkok
Cognizant
Posted 15 days ago
Job Viewed
Job Description
**Location** : Bangkok, Thailand
**Language requirement:** Thai + English
**Band / Designation:** Team Lead
**Role Overview**
The Team Lead - Contact Center will be responsible for managing end-to-end operational delivery for inbound and outbound voice processes, along with chat and email support. The role demands B2-level English proficiency for voice interactions, strong people management skills, and complete ownership of service delivery metrics in a 24/7 environment.
**Key Responsibilities**
- Lead and manage a team of customer service associates across voice, chat, and email channels.
- Ensure achievement of SLAs, KPIs, and client contractual requirements.
- Provide real-time floor support, escalations handling, and operational governance.
- Conduct regular performance reviews, coaching sessions, and capability upskilling.
- Drive adherence to Cognizant policies, Information Security, and compliance standards.
- Partner with Quality, WFM, Training, and Client stakeholders for continuous improvement.
- Creating reporting and presentations to connect with internal and external stakeholders.
**Operational Metrics Knowledge**
- Service Level (SL)
- Average Handle Time (AHT)
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- Quality Scores
- Schedule Adherence & Shrinkage, Absenteeism
- Abandonment Rate
- Productivity and Utilization
**Required Experience & Skills**
- 5-8 years of experience in Contact Center / BPO operations
- Minimum 2 years' experience as Team Lead / Assistant Manager
- Strong Voice proficiency with C1 English level
- Experience handling Inbound, Outbound, Chat, and Email processes
- Hands-on experience with CRM tools, telephony systems, and WFM tools
- Strong analytical, communication, stakeholder management, and leadership skills
- Strong proficiency using Google and Microsoft products.
**Shift Requirements**
Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays. Work From Office
**Cognizant Competencies**
- Client Centricity
- Operational Excellence
- Data-driven Decision Making
- People Leadership & Talent Development
- Compliance & Risk Management
**About Cognizant:**
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at or @cognizant.
\#LI-CTSAPAC
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
**Language requirement:** Thai + English
**Band / Designation:** Team Lead
**Role Overview**
The Team Lead - Contact Center will be responsible for managing end-to-end operational delivery for inbound and outbound voice processes, along with chat and email support. The role demands B2-level English proficiency for voice interactions, strong people management skills, and complete ownership of service delivery metrics in a 24/7 environment.
**Key Responsibilities**
- Lead and manage a team of customer service associates across voice, chat, and email channels.
- Ensure achievement of SLAs, KPIs, and client contractual requirements.
- Provide real-time floor support, escalations handling, and operational governance.
- Conduct regular performance reviews, coaching sessions, and capability upskilling.
- Drive adherence to Cognizant policies, Information Security, and compliance standards.
- Partner with Quality, WFM, Training, and Client stakeholders for continuous improvement.
- Creating reporting and presentations to connect with internal and external stakeholders.
**Operational Metrics Knowledge**
- Service Level (SL)
- Average Handle Time (AHT)
- First Contact Resolution (FCR)
- Customer Satisfaction (CSAT)
- Quality Scores
- Schedule Adherence & Shrinkage, Absenteeism
- Abandonment Rate
- Productivity and Utilization
**Required Experience & Skills**
- 5-8 years of experience in Contact Center / BPO operations
- Minimum 2 years' experience as Team Lead / Assistant Manager
- Strong Voice proficiency with C1 English level
- Experience handling Inbound, Outbound, Chat, and Email processes
- Hands-on experience with CRM tools, telephony systems, and WFM tools
- Strong analytical, communication, stakeholder management, and leadership skills
- Strong proficiency using Google and Microsoft products.
**Shift Requirements**
Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays. Work From Office
**Cognizant Competencies**
- Client Centricity
- Operational Excellence
- Data-driven Decision Making
- People Leadership & Talent Development
- Compliance & Risk Management
**About Cognizant:**
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at or @cognizant.
\#LI-CTSAPAC
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
4
Process Executive - Contact Center (Voice, Chat & Email)
Bangkok
Cognizant
Posted 15 days ago
Job Viewed
Job Description
**Location** : Bangkok, Thailand
**Language requirement:** Thai + English CT
**Band / Designation:** Process Executive - Contact Center (Voice, Chat & Email)SA
**Role Overview**
The Process Executive - Service Delivery (IOA) will be responsible for delivering high-quality customer support across inbound and outbound voice, chat, and email channels. The role requires strong communication skills, customer-centric behavior, and adherence to Cognizant compliance and service delivery standards in a 24/7 environment.
**Key Responsibilities**
· Handle incoming and outgoing customer interactions via voice, chat, and email.
· Resolve customer queries accurately within defined SLAs.
· Document interactions correctly in CRM/ticketing systems.
· Adhere to schedule, quality standards, and information security policies.
· Meet individual and team performance benchmarks defined by the process.
· Participate in training, calibrations, and continuous improvement initiatives.
**Operational Metrics Knowledge**
· Average Handling Time (AHT)
· Service Level (SL)
· First Contact Resolution (FCR)
· Quality Scores
· Customer Satisfaction (CSAT)
· Schedule Adherence
· Productivity / Utilization
**Required Experience & Skills**
· 0-3 years of experience in Contact Center / BPO operations
· Excellent verbal and written communication skills (C1 English required for Voice)
· Experience supporting Inbound and Outbound Voice, Chat, and Email processes
· Working knowledge of CRM tools and basic systems navigation
· Strong customer focus, problem-solving, and multitasking skills
**Shift Requirements**
Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays. Work From Office
**Cognizant Competencies**
Client Centricity | Execution Excellence | Accountability & Ownership | Compliance & Risk Awareness
**About Cognizant:**
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at or @cognizant.
\#LI-CTSAPAC
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
**Language requirement:** Thai + English CT
**Band / Designation:** Process Executive - Contact Center (Voice, Chat & Email)SA
**Role Overview**
The Process Executive - Service Delivery (IOA) will be responsible for delivering high-quality customer support across inbound and outbound voice, chat, and email channels. The role requires strong communication skills, customer-centric behavior, and adherence to Cognizant compliance and service delivery standards in a 24/7 environment.
**Key Responsibilities**
· Handle incoming and outgoing customer interactions via voice, chat, and email.
· Resolve customer queries accurately within defined SLAs.
· Document interactions correctly in CRM/ticketing systems.
· Adhere to schedule, quality standards, and information security policies.
· Meet individual and team performance benchmarks defined by the process.
· Participate in training, calibrations, and continuous improvement initiatives.
**Operational Metrics Knowledge**
· Average Handling Time (AHT)
· Service Level (SL)
· First Contact Resolution (FCR)
· Quality Scores
· Customer Satisfaction (CSAT)
· Schedule Adherence
· Productivity / Utilization
**Required Experience & Skills**
· 0-3 years of experience in Contact Center / BPO operations
· Excellent verbal and written communication skills (C1 English required for Voice)
· Experience supporting Inbound and Outbound Voice, Chat, and Email processes
· Working knowledge of CRM tools and basic systems navigation
· Strong customer focus, problem-solving, and multitasking skills
**Shift Requirements**
Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays. Work From Office
**Cognizant Competencies**
Client Centricity | Execution Excellence | Accountability & Ownership | Compliance & Risk Awareness
**About Cognizant:**
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at or @cognizant.
\#LI-CTSAPAC
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
5
Subject Matter Expert - Contact Center (Voice, Chat & Email)
Bangkok
Cognizant
Posted 15 days ago
Job Viewed
Job Description
**Location** : Bangkok, Thailand
**Language requirement:** Thai + English CT
**Band / Designation:** Subject Matter Expert
The Subject Matter Expert (SME) will act as the first level of operational support between agents and Team Leads, ensuring high-quality customer interactions across inbound and outbound voice, chat, and email channels. The role requires strong domain knowledge, B2-level English proficiency for voice support, and deep understanding of contact center metrics in a 24/7 delivery environment.
**Key Responsibilities**
· Serve as the point of contact for process clarifications, agent queries, and complex customer cases.
· Provide real-time floor support for voice, chat, and email interactions.
· Handle call/chat/email escalations and ensure resolution within defined SLAs.
· Support Team Leads with monitoring performance, adherence, and queue management.
· Conduct side-by-side coaching, error corrections, and process refreshers.
· Ensure agents comply with Cognizant policies, InfoSec, and data privacy guidelines.
· Conduct RCA on the process gap, document and present to client as required
· Support onboarding, nesting support, and transitions for new joiners or process updates.
· Creating reporting and presentations to connect with internal and external stakeholders.
**Operational Metrics Knowledge**
· Service Level (SL)
· Average Handling Time (AHT)
· First Contact Resolution (FCR)
· Quality Scores
· Customer Satisfaction (CSAT) / NPS
· Schedule Adherence & Shrinkage
· Abandonment Rate
· Productivity / Utilization
**Required Experience & Skills**
· 3-6 years of experience in Contact Center / BPO operations
· Minimum 1-2 years' experience as SME / Senior Associate / Floor Support
· C1 English proficiency (mandatory for voice processes)
· Experience supporting Inbound & Outbound Voice, Chat, and Email channels
· Working knowledge of CRM systems, ticketing tools, and telephony platforms
· Strong analytical skills, attention to detail, and problem-solving mindset
· Strong proficiency using Google and Microsoft products.
· Excellent verbal and written communication, coaching, and stakeholder interaction skills
**Shift Requirements**
Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays. Work From Office
**Cognizant Competencies**
Client Centricity | Operational Discipline | Knowledge Management & Process Excellence | Collaboration & Ownership | Compliance & Risk Awareness
**About Cognizant:**
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at or @cognizant.
\#LI-CTSAPAC
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
**Language requirement:** Thai + English CT
**Band / Designation:** Subject Matter Expert
The Subject Matter Expert (SME) will act as the first level of operational support between agents and Team Leads, ensuring high-quality customer interactions across inbound and outbound voice, chat, and email channels. The role requires strong domain knowledge, B2-level English proficiency for voice support, and deep understanding of contact center metrics in a 24/7 delivery environment.
**Key Responsibilities**
· Serve as the point of contact for process clarifications, agent queries, and complex customer cases.
· Provide real-time floor support for voice, chat, and email interactions.
· Handle call/chat/email escalations and ensure resolution within defined SLAs.
· Support Team Leads with monitoring performance, adherence, and queue management.
· Conduct side-by-side coaching, error corrections, and process refreshers.
· Ensure agents comply with Cognizant policies, InfoSec, and data privacy guidelines.
· Conduct RCA on the process gap, document and present to client as required
· Support onboarding, nesting support, and transitions for new joiners or process updates.
· Creating reporting and presentations to connect with internal and external stakeholders.
**Operational Metrics Knowledge**
· Service Level (SL)
· Average Handling Time (AHT)
· First Contact Resolution (FCR)
· Quality Scores
· Customer Satisfaction (CSAT) / NPS
· Schedule Adherence & Shrinkage
· Abandonment Rate
· Productivity / Utilization
**Required Experience & Skills**
· 3-6 years of experience in Contact Center / BPO operations
· Minimum 1-2 years' experience as SME / Senior Associate / Floor Support
· C1 English proficiency (mandatory for voice processes)
· Experience supporting Inbound & Outbound Voice, Chat, and Email channels
· Working knowledge of CRM systems, ticketing tools, and telephony platforms
· Strong analytical skills, attention to detail, and problem-solving mindset
· Strong proficiency using Google and Microsoft products.
· Excellent verbal and written communication, coaching, and stakeholder interaction skills
**Shift Requirements**
Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays. Work From Office
**Cognizant Competencies**
Client Centricity | Operational Discipline | Knowledge Management & Process Excellence | Collaboration & Ownership | Compliance & Risk Awareness
**About Cognizant:**
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at or @cognizant.
\#LI-CTSAPAC
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
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This advertiser has chosen not to accept applicants from your region.
6
Process Executive - Content Moderator -Korean Language
Bangkok
Cognizant
Posted 15 days ago
Job Viewed
Job Description
**Job Title :** Process Executive - Content Moderator -Korean Language
**Experience required :** 0-3 years
**Shift :** 24/7 Rotational shift
**Work Location:** Thailand
**Job Description:**
· Moderate content to ensure accurate and precise decision is applied in the online space in compliance with client's policies and guidelines
· Gaining full understanding and in-depth knowledge of client policies and guidelines
· Reviewing user generated content and editorial generated content including but not limited to text, images, audios, videos
· Review sensitive content, sometimes involving graphic or otherwise disturbing text/videos/images
· Identifying improvement opportunities and solutions to problems
· Analyze and identify content that is not in compliance with requirements and flag for action in a timely manner
· Review the reported content within agreed turnaround times and standards of quality
· Recognize trends and patterns, and escalate issues outside of the established policies
· Use market specific knowledge and insights to spot and scope solutions to improve the support of user community
· Ensure on meeting daily KPIs
· Ensures that the process is followed correctly in Service Operations
· Ability to learn to work with customer internal tools
· Maintain a high degree of confidentiality while meeting strict deadlines
**Skills required:**
· Ability to work independently
· Experience with social networking (or similar programs) Internet Savvy
· Interested in social media and current events (trending topics, viral news etc.)
· Quick learner and adaptable to learn new processes, concepts, and skills
· Be organized and able to manage time and tasks efficiently
· Strong attention to detail and a desire to deliver accurately, efficiently and to a high standard
· Have a neutral mindset towards different content that needs classification, regardless of the content itself
· Result-oriented, self-motivated, independent and inquisitive
· Able to thrive in a fast-paced and team-oriented environment
· Excellent analytical and research skills
· Good communications skills in English and Korean.
· Willing to work in 24x7 environment
· Should be comfortable working with explicit & sensitive content
**About Cognizant:**
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at or @cognizant.
\#LI-CTSAPAC
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
**Experience required :** 0-3 years
**Shift :** 24/7 Rotational shift
**Work Location:** Thailand
**Job Description:**
· Moderate content to ensure accurate and precise decision is applied in the online space in compliance with client's policies and guidelines
· Gaining full understanding and in-depth knowledge of client policies and guidelines
· Reviewing user generated content and editorial generated content including but not limited to text, images, audios, videos
· Review sensitive content, sometimes involving graphic or otherwise disturbing text/videos/images
· Identifying improvement opportunities and solutions to problems
· Analyze and identify content that is not in compliance with requirements and flag for action in a timely manner
· Review the reported content within agreed turnaround times and standards of quality
· Recognize trends and patterns, and escalate issues outside of the established policies
· Use market specific knowledge and insights to spot and scope solutions to improve the support of user community
· Ensure on meeting daily KPIs
· Ensures that the process is followed correctly in Service Operations
· Ability to learn to work with customer internal tools
· Maintain a high degree of confidentiality while meeting strict deadlines
**Skills required:**
· Ability to work independently
· Experience with social networking (or similar programs) Internet Savvy
· Interested in social media and current events (trending topics, viral news etc.)
· Quick learner and adaptable to learn new processes, concepts, and skills
· Be organized and able to manage time and tasks efficiently
· Strong attention to detail and a desire to deliver accurately, efficiently and to a high standard
· Have a neutral mindset towards different content that needs classification, regardless of the content itself
· Result-oriented, self-motivated, independent and inquisitive
· Able to thrive in a fast-paced and team-oriented environment
· Excellent analytical and research skills
· Good communications skills in English and Korean.
· Willing to work in 24x7 environment
· Should be comfortable working with explicit & sensitive content
**About Cognizant:**
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at or @cognizant.
\#LI-CTSAPAC
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
7
Senior Lead AI Engineer (ADL)
Bangkok
Cognizant
Posted 15 days ago
Job Viewed
Job Description
**Job Description:**
We are seeking a highly skilled and motivated Senior Lead AI Engineer responsible for designing, developing, and delivering high-quality software solutions. This role emphasizes deep technical proficiency, innovation, and hands-on development, including advanced work in AI technologies such as prompt engineering and large language models (LLMs).
This role combines hands-on technical expertise with leadership responsibilities, making it ideal for someone who thrives in a fast-paced environment and is passionate about building scalable, high-quality systems. You will play a key role in shaping technical direction, mentoring team members, and ensuring successful delivery of projects aligned with business goals.
**Working location -** Bangkok, Thailand
**Shift -** Standard Mon-Fri 9AM-6PM Thai time support
**Language proficiency -** English proficiency is mandatory, native Thai
**Key Responsibilities**
+ Design and develop LLM orchestration and prompt engineering for complex, long running workflows.
+ Design human in the loop mechanisms and ensure transparency and explainability of AI driven decisions.
+ Develop robust evaluation frameworks, guardrails, and reliability engineering practices for LLM powered systems.
+ Develop multi agent systems, including agent roles, coordination, memory management, and goal alignment.
+ Integrate, optimize, and evaluate LLMs across agentic AI, retrieval augmented generation (RAG), and prompt management platforms.
+ Build data pipelines and automation for ingesting, transforming, and monitoring diverse content sources.
+ Collaborate closely with AI Product Management, UIUX Designer, Architecture, Data Acquisition, and Data Lakehouse Engineering teams.
+ Own project delivery timelines, manage risks and dependencies, and ensure successful on time execution.
+ Stay up to date with emerging AI/ML frameworks, techniques, and tooling.
**Qualifications**
+ Bachelor's or master's degree in computer science, Engineering, or a related technical field.
+ Proven software engineering experience with a strong record of leading and delivering successful projects.
+ Deep understanding of software architecture, microservices, API design, and event driven patterns.
+ Proficiency in modern programming language, such as Java or Python.
+ Hands on experience with AI / LLM technologies, including prompt engineering, evaluation, fine tuning, embeddings, RAG, and model deployment.
+ Experience with cloud platforms (AWS) and containerization technologies such as Docker and Kubernetes.
+ Familiarity with modern observability practices, including metrics, distributed tracing, and log aggregation, CI/CD pipelines, and DevOps practices.
+ Excellent problem solving, communication, and leadership skills.
+ Ability to operate independently while enabling team success
**Nice to Have:** Experience building AI infrastructure-evaluation pipelines, prompt/version management, vector or embedding stores, and model serving-with the ability to optimize and fine tune models for latency, quality, and cost.
**About Cognizant** **:**
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at or @cognizant .
**\#LI-CTSAPAC**
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
We are seeking a highly skilled and motivated Senior Lead AI Engineer responsible for designing, developing, and delivering high-quality software solutions. This role emphasizes deep technical proficiency, innovation, and hands-on development, including advanced work in AI technologies such as prompt engineering and large language models (LLMs).
This role combines hands-on technical expertise with leadership responsibilities, making it ideal for someone who thrives in a fast-paced environment and is passionate about building scalable, high-quality systems. You will play a key role in shaping technical direction, mentoring team members, and ensuring successful delivery of projects aligned with business goals.
**Working location -** Bangkok, Thailand
**Shift -** Standard Mon-Fri 9AM-6PM Thai time support
**Language proficiency -** English proficiency is mandatory, native Thai
**Key Responsibilities**
+ Design and develop LLM orchestration and prompt engineering for complex, long running workflows.
+ Design human in the loop mechanisms and ensure transparency and explainability of AI driven decisions.
+ Develop robust evaluation frameworks, guardrails, and reliability engineering practices for LLM powered systems.
+ Develop multi agent systems, including agent roles, coordination, memory management, and goal alignment.
+ Integrate, optimize, and evaluate LLMs across agentic AI, retrieval augmented generation (RAG), and prompt management platforms.
+ Build data pipelines and automation for ingesting, transforming, and monitoring diverse content sources.
+ Collaborate closely with AI Product Management, UIUX Designer, Architecture, Data Acquisition, and Data Lakehouse Engineering teams.
+ Own project delivery timelines, manage risks and dependencies, and ensure successful on time execution.
+ Stay up to date with emerging AI/ML frameworks, techniques, and tooling.
**Qualifications**
+ Bachelor's or master's degree in computer science, Engineering, or a related technical field.
+ Proven software engineering experience with a strong record of leading and delivering successful projects.
+ Deep understanding of software architecture, microservices, API design, and event driven patterns.
+ Proficiency in modern programming language, such as Java or Python.
+ Hands on experience with AI / LLM technologies, including prompt engineering, evaluation, fine tuning, embeddings, RAG, and model deployment.
+ Experience with cloud platforms (AWS) and containerization technologies such as Docker and Kubernetes.
+ Familiarity with modern observability practices, including metrics, distributed tracing, and log aggregation, CI/CD pipelines, and DevOps practices.
+ Excellent problem solving, communication, and leadership skills.
+ Ability to operate independently while enabling team success
**Nice to Have:** Experience building AI infrastructure-evaluation pipelines, prompt/version management, vector or embedding stores, and model serving-with the ability to optimize and fine tune models for latency, quality, and cost.
**About Cognizant** **:**
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at or @cognizant .
**\#LI-CTSAPAC**
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
Is this job a match or a miss?
This advertiser has chosen not to accept applicants from your region.
8