Operations Engineer

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, Principal Engineer

Good to have skills : NA

Minimum 12 Year(s) Of Experience Is Required Educational Qualification : 15 years full time education

Summary:

A Principal Engineer - Voice provides technical

leadership across voice infrastructure, driving architecture, governance, and complex Major issue resolution. The role ensures secure, reliable, and scalable network services while supporting

operational excellence and business continuity.

Roles & Responsibilities:

• Expected to perform independently and become an Expert.
• Required active participation/contribution in major Incident & drive end to end
• Contribute in providing solutions to architecture related problems.
• Collaborate with cross-functional teams to ensure seamless system operations and timely resolution of incidents.
• Document operational procedures and maintain knowledge bases to support team efficiency.
• Assist in the onboarding and training of junior team members to foster skill development.
• Full understanding of Application criticality & AIG business & location criticality

Professional & Technical Skills:

Must To Have Skills: Genesys Cloud CX Architect (GCX-ARC), Oracle SBC

• Strong Experience with advance call routing (Oracle SBC)
• Strong understanding of log analysis , incident management, and troubleshooting in Oracle , Genesys Cloud Contact Center
• Strong knpwledge of IP routing & network traffic flow.
• Strong experience on direct client facing role.
• Knowledge of best practices and compliance requirements within Network voice platform
• Commanding communication skill

Additional Information:

• The candidate should have minimum 12 years of experience in Cloud Contact Center Operations.
• This position is based at our Bengaluru office.
• A 15 years full time education is required.