Operations Engineer

Overview

A Voice Service Engineer is responsible for the day-to-day operation, monitoring, support, and maintenance of enterprise voice and contact center platforms, ensuring stable, secure and high-performing voice services.

What you'll do

• Monitor and maintain enterprise voice infrastructure and contact center platforms.
• Provide L2 / L3 support for Genesys, Oracle SBC, SIP, VoIP, and telephony services.
• Perform 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.

What you'll need

• 15 years full time education is required.
• Minimum 5 years of experience is required.
• Must have skills: Cloud Contact Center Operations, Service Engineer.
• Genesys Cloud CX Professional (GCX-GCP).
• Oracle SBC Troubleshooting Professional.
• Genesys Cloud / Engage.
• Oracle SBC.
• SIP, VoIP, RTP, WebRTC.
• Voice Gateways and PSTN Connectivity.
• Contact Center Technologies.
• Network and Security Fundamentals.
• Monitoring and Troubleshooting Tools.
• ITIL Incident, Problem and Change Management.

Details

• Based at the Bengaluru office.