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 Qualified,

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.

📌 Operations Engineer (Bengaluru)
🏢 Accenture
📍 Bengaluru