Zoho ManageEngine Implementation Specialist

Job Title: Zoho ManageEngine Implementation Specialist
Location: Pune/Mumbai/Noida/Udaipur/Bangalore/Chandigarh/Hyderabad [Hybrid]
Experience: 3+ years  

Job Description 

We are seeking a skilled Zoho ManageEngine ITSM & ITOM Specialist to manage, configure, and optimize our IT service management and IT operations platforms. The ideal candidate will also bring strong expertise in AI/ML engineering with a focus on speech technologies, ensuring innovation in IT operations and customer experience. 

Key Responsibilities 

ITSM (IT Service Management): 

• Configure and manage ManageEngine ServiceDesk Plus (or equivalent) for Incident, Problem, Change, Request, and Asset Management 

• Implement and maintain ITIL‑aligned workflows, SLAs, escalations, and approval processes 

• Customize forms, templates, business rules, and reports 

• Manage CMDB and ensure accurate asset and configuration data 

• Provide end‑user support and training on ITSM processes and tools 

ITOM (IT Operations Management): 

• Implement and manage ITOM tools such as OpManager, Applications Manager, Endpoint Central, or similar 

• Monitor servers, networks, applications, and cloud infrastructure 

• Configure alerts, thresholds, dashboards, and performance reports 

• Automate routine IT operations and incident remediation where possible 

• Perform root cause analysis and support proactive problem management 

AI/ML & Speech Technologies: 

• Design and implement multilingual speech solutions (Hindi, English, Bengali, Tamil, Telugu, Marathi, Gujarati, Kannada, Malayalam, Punjabi, Urdu) 

• Integrate speech AI with contact center platforms (Twilio Flex, AWS Connect, Genesys Cloud CX, Zoho/Odoo CRM) 

• Contribute to AI‑enabled auto‑answer, auto‑routing, and First Call Resolution (FCR) projects 

• Support large‑scale deployments (20,000–50,000 calls/month or equivalent digital interactions) 

Required Skills & Qualifications 

• Hands‑on experience with Zoho ManageEngine ITSM and ITOM tools 

• 3–6 years of AI/ML engineering experience, with at least 2+ years in speech technologies (STT/TTS, NLP, conversational AI) 

• Strong knowledge of ITIL framework and best practices 

• Experience with asset management, CMDB, monitoring, and automation 

• Understanding of networking, servers, cloud platforms, and enterprise applications 

• Ability to troubleshoot complex IT issues across infrastructure and applications 

• Strong communication and documentation skills 

Technical Skills 

• Speech Technologies: STT/TTS engines (Google Speech‑to‑Text, Azure Cognitive Services, AWS Polly/Transcribe) 

• Conversational AI: Dialogflow CX, Azure LUIS, Rasa, Wit.ai 

• Machine Learning/NLP: Intent detection, multilingual embeddings, entity extraction, fine‑tuning LLMs for KB‑driven responses 

• Programming & Integration: Python, Node.js, REST APIs, Webhooks 

• Multilingual AI: Handling Indian language phonetics, transliteration, dialect variations, translation APIs, custom language models 

• Analytics: Measuring FCR, call deflection, AI accuracy, building dashboards for speech AI performance 

Preferred Qualifications 

• ITIL Certification (Foundation or higher) 

• ManageEngine certifications 

• Scripting or automation experience (PowerShell, Python, or similar) 

• Experience integrating ManageEngine with third‑party tools and APIs 

About BXI Tech 

BXI Tech is a purpose-driven technology company, backed by private equity and focused on delivering innovation in engineering, AI, cybersecurity, and cloud solutions. We combine deep tech expertise with a commitment to creating value for both businesses and communities. 

Our ecosystem includes BXI Ventures, which invests across technology, healthcare, real estate, and hospitality, and BXI Foundation, which leads impactful initiatives in education, healthcare, and care homes. Together, we aim to drive sustainable growth and meaningful social impact.