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

Good to have skills : Scrum

Minimum 7.5 year(s) of experience is required

Educational Qualification : 15 years full time education Summary:

A Voice Scrum Master facilitates Agile delivery for Voice and Contact Center services (Genesys, Oracle SBC, Avaya, etc.), ensuring efficient sprint execution, stakeholder alignment, risk management, and continuous improvement while enabling teams to deliver reliable and high-quality voice services. Roles & Responsibilities:

Roles & Responsibilities

- Facilitate Agile ceremonies including Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives.
- Drive delivery governance and execution for Voice and Contact Center initiatives.
- Coordinate with Voice Engineers, SREs, Principal Engineers, business stakeholders, and vendors.
- Identify, track, and remove project and operational impediments impacting delivery.
- Manage sprint backlogs, priorities, risks, dependencies, and action items.
- Monitor sprint velocity, delivery milestones, KPIs, and team performance metrics.
- Ensure alignment between operational support, transformation programs,



and business objectives.
- Promote Agile best practices, continuous improvement, and team collaboration.
- Support service modernization, automation, and reliability improvement initiatives across Voice platforms.
- Provide status reporting, stakeholder communication, and executive-level updates on delivery progress. Skilled & Technical Skills:

Agile & Scrum Frameworks (Scrum, Kanban, SAFe)

Sprint Planning, Backlog Management & Release Planning

Stakeholder & Vendor Management

Risk, Dependency & Impediment Management

Project Governance & Delivery Management

Facilitation, Coaching & Team Mentoring

KPI, Metrics & Agile Reporting

Change Management & Continuous Improvement

Cross-functional Team Coordination

Excellent Communication & Leadership Skills

ITIL / Service Management Knowledge

Voice & Contact Center Domain Knowledge (Genesys, Avaya, Oracle SBC, Teams Voice)

Incident, Problem & Change Management Understanding

Automation & Process Optimization Awareness

Tools: Jira, Azure DevOps, Confluence, ServiceNow, Power BI Additional Information:

- The candidate should have minimum 7.5 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