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 : NA

Minimum 2 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

As an Operations Engineer, a typical day involves overseeing the smooth functioning of production systems and services, ensuring they meet operational requirements and service agreements. This role requires continuous monitoring, managing delivery processes, and promptly addressing any issues that arise to maintain system reliability and performance. Collaboration with various teams to coordinate operational activities and support service continuity is a key aspect of the daily routine, along with documenting processes and contributing to improvements in operational workflows.

Roles & Responsibilities:

Key Responsibilities

Responsible for handling day-to-day contact center operations,



requirements, and issues

Provide L2 support for operational activities including basic troubleshooting of associated services on Genesys Cloud

Positive understanding about
Genesys Cloud - Account Settings, People and Permission, Directory, Integration, Architect – Call flow design, Documents, Telephony, Contact Center, Message, Architect, Predictive Engagement, Routing, Performance and Engagement, Troubleshooting, Workforce Management, Outbound, Knowledge, Quality. Troubleshoot and provide timely resolutions to production support issues.
Trunks – SIP, ISDN PRI and BRI, Analog trunks
Network connectivity to the Genesys Cloud and Agents.
Ability to identify the issues by reading logs – Agents, SIP Messages, ISDN logs, Debug, Wireshark.

Understanding of contact center reporting and customization

Vendor and Service Provider management for resolving issues.

Understand requirements from client and cre

📌 Operations Engineer (Bengaluru)
🏢 Accenture in India
📍 Bengaluru