SeniorAdministrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

Job Description

SeniorAdministrator - Miscrosoft Windows,Microsoft Servers RDS,Touch Services

Gautam Buddha Nagar, Uttar Pradesh

Job Summary

Krisp V2V Translation Platform Operator Role code: SD_Krisp_L2 | Level 2 | Service Desk Services - AI-Enabled Multilingual Support Reports to Service window Platform Service Desk Manager / Lead (SD Manager L3) Aligned to supported language windows (8x5) and English 24x7 Location Languages in scope HCLTech India (platform operations) 8 non-English languages of the 9 supported Krisp - Live Voice-to-Voice and real-time chat translation ROLE PURPOSE Scope ref. Attachment 2-D §2.5.18 · DPA §4.1, §6 Operates the Live Voice-to-Voice and real-time chat translation capability that enables centralised multilingual support without a native-speaking agent for every language. Keeps translation quality, latency and compliance under control so that the translated channel performs at least as well as native-language delivery

Key Responsibilities

KEY RESPONSIBILITIES - CONTRACTUAL SCOPE • Administer and operate the V2V and real-time chat translation platform: language pair configuration, agent provisioning, session routing and integration with the Agent Workspace and telephony stack. • Monitor translation quality, latency and session stability in live operation; detect and remediate dialogue and language errors, and maintain the terminology and glossary set for Client-specific vocabulary. • Support agents in real time during translated interactions, including fallback to a native-language agent or callback where translation quality is insufficient. • Manage platform Incidents and Changes with the vendor, including root cause follow-up, release validation and regression checks before deployment to production queues. • Enforce data protection obligations for the translation processing: real-time processing only, no retention beyond agreed duration, and Standard Contractual Clauses for the cross-border transfer to the Sub-Processor in the USA (DPA §6). • Measure and report the operational impact of translated delivery on answer speed, first contact resolution and user satisfaction against the native-language baseline. • Deliver agent enablement and adoption support for the transformed delivery model introduced from Year 2 onwards, including training material and floor coaching. • Feed platform, coverage and quality improvements into the Continuous Improvement Plan and into the language coverage

Skill Requirements

SKILLS & EXPERIENCE ESSENTIAL • 3-6 years in service desk operations, telephony or contact-centre platform administration. • Hands-on administration of a real-time translation, speech or contact-centre AI platform. • Understanding of voice routing, IVR, ACD and chat channel integration with an ITSM tool. • Working knowledge of GDPR obligations for voice and chat data, sub-processing and cross-border transfer. • Fluent professional English; analytical reporting capability. ROLE NOTES DESIRABLE • Familiarity with Krisp or comparable voice-to-voice translation solutions. • Proficiency in one or more of the supported non-English languages for quality sampling. • Experience deploying AI-assisted agent tooling at scale. • ITIL 4 Foundation. Languages in scope for translated delivery: English, French, German, Italian, Spanish, Spanish LATAM, Portuguese, Portuguese Brazil, Mandarin. English accounts for approximately 70% of ticket volume and remains natively staffed; the transformed model with V2V translation applies to the remaining languages from Year 2.

Other Requirements

Other Requirement : SD_Krsip_L2

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Information at a Glance

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At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.