Cloud Contact Center Operations

Project Role : Operations Engineer
Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.
Must have skills : Cloud Contact Center Operations Service Engineer
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
A Voice Service Engineer is responsible for the day-to-day operation monitoring support and maintenance of enterprise voice and contact center platforms. The role ensures stable secure and high-performing voice services while managing incidents service requests changes and vendor coordination across technologies such as Genesys Avaya Oracle Client and SIP platforms. The service engineer forms the primary delivery and operational execution layer within the voice tower.

Roles & Responsibilities:

Roles & Responsibilities
- Monitor and maintain enterprise voice infrastructure and contact center platforms.
- Provide L2 / L3 support for Genesys Oracle Client SIP VoIP and telephony services.
- Terform incident problem and change management activities.
- Ensure platform availability reliability and SLA compliance.
- Execute configuration changes upgrades and system maintenance.
- Manage dial plans call flows trunks Clients and voice gateways.
-Support contact center integrations with network cloud and business applications.
-Monitor capacity performance and utilization trends.
-Maintain SOPs runbooks and operational documentation.
-Collaborate with Network Security Cloud and Application teams for issue resolution.
-Participate in major incident response and root cause analysis (RCA).
- Drive service improvements automation and operational efficiency initiatives.
- Ensure compliance with security audit and operational standards.
-Support business continuity disaster recovery and platform resiliency testing.

Professional & Technical Skills:
Must To Have Skills: Genesys Cloud CX Professional (GCX-GCP) Oracle Client Troubleshooting Professional
Genesys Cloud / Engage
Oracle Client
SIP VoIP RTP WebRTC
Voice Gateways & PSTN Connectivity
Contact Center Technologies
Network & Security Fundamentals
Monitoring & Troubleshooting Tools
ITIL Incident Problem & Change Management
Role Summary (Short)

Additional Information:
- The candidate should have minimum 5 years of experience in Cloud Contact Center Operations.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.