Operations Engineer

Overview

Support and manage production operations for cloud contact center systems, with a focus on Genesys Cloud and Oracle SBC environments. The role covers troubleshooting, service delivery, migrations, solution design, and team coordination.

What you'll do

• Operate, configure, and support Genesys Cloud and Oracle SBC solutions.
• Provide L3/L4 support and resolve production issues across AWS-based services.
• Troubleshoot SIP, ISDN, network, platform, and agent issues using logs and diagnostic tools.
• Design solutions, prepare technical documents and estimates, and implement tested changes.
• Plan, coordinate, track, and execute migrations.
• Identify process and automation opportunities and implement improvements.
• Mentor team members, manage escalations, and present client and management dashboards.

What you'll need

• At least 7.5 years of experience in Cloud Contact Center Operations.
• At least 10 years of hands-on experience with contact center solutions.
• Hands-on experience implementing and maintaining Genesys Cloud solutions.
• Experience with Genesys Architect, IVR, routing, WFM, dialer, reporting, and integrations.
• Experience with Oracle SBCs, SIP, ISDN, analog trunks, and call routing.
• Strong troubleshooting skills using SIP, ISDN, platform logs, and Wireshark.
• Knowledge of AWS cloud platforms, ITIL processes, and project management.

Nice to have

• Exposure to call and screen recording solutions.
• Knowledge of traditional telephony, CTI, PBX/ACD, SQL Server, databases, VoIP, and networking.
• AWS knowledge and Genesys PureCloud development experience.

Details

• Location: Bengaluru.
• 15 years of full-time education required.
• Bachelor's degree in engineering preferred.
• Ready to work in shifts.