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, Oracle BI Application (OBIA) Contact Center Telephony Analytics
Good to have skills : NA
Minimum 5 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 addressing any issues that arise to maintain system reliability and performance. The position demands coordination with various teams to uphold service standards and support operational excellence throughout the day.

Job Title: Cloud Genesys Voice Team Lead

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
- Valuable 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.
- Oracle SBC &ECB; on call routing configuration
o Trunks – SIP, ISDN PRI and BRI, Analog trunks
o Network connectivity to the Genesys Cloud and Agents.
o 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

📌 Operations Engineer (Pune)
🏢 Accenture
📍 Pune