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 SBC, 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 SBC, 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, SBCs, 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 SBC Troubleshooting Professional,

Genesys Cloud / Engage

Oracle SBC

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.

15 years full time educationAbout Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations,



accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships.

We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more creative, more competitive, and more creative, which helps us better serve our clients and our communities.

📌 Operations Engineer (Bengaluru)
🏢 Accenture
📍 Bengaluru