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
Good to have skills : Scrum
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
A Voice Scrum Master facilitates Agile delivery for Voice and Contact Center services (Genesys, Oracle SBC, Avaya, etc.), ensuring efficient sprint execution, stakeholder alignment, risk management, and continuous improvement while enabling teams to deliver reliable and high-quality voice services.

Roles & Responsibilities:
Roles & Responsibilities

• Facilitate Agile ceremonies including Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives.
• Drive delivery governance and execution for Voice and Contact Center initiatives.
• Coordinate with Voice Engineers, SREs, Principal Engineers, business stakeholders, and vendors.
• Identify, track, and remove project and operational impediments impacting delivery.
• Manage sprint backlogs, priorities, risks, dependencies, and action items.
• Monitor sprint velocity, delivery milestones, KPIs, and team performance metrics.
• Ensure alignment between operational support, transformation programs, and business objectives.
• Promote Agile best practices, continuous improvement, and team collaboration.
• Support service modernization, automation, and reliability improvement initiatives across Voice platforms.
• Provide status reporting, stakeholder communication, and executive-level updates on delivery progress.

Professional & Technical Skills:
Agile & Scrum Frameworks (Scrum, Kanban, SAFe)
Sprint Planning, Backlog Management & Release Planning
Stakeholder & Vendor Management
Risk, Dependency & Impediment Management
Project Governance & Delivery Management
Facilitation, Coaching & Team Mentoring
KPI, Metrics & Agile Reporting
Change Management & Continuous Improvement
Cross-functional Team Coordination
Excellent Communication & Leadership Skills
ITIL / Service Management Knowledge
Voice & Contact Center Domain Knowledge (Genesys, Avaya, Oracle SBC, Teams Voice)
Incident, Problem & Change Management Understanding
Automation & Process Optimization Awareness
Tools: Jira, Azure DevOps, Confluence, ServiceNow, Power BI

Additional Information:

• The candidate should have minimum 7.5 years of experience in Cloud Contact Center Operations.
• This position is based at our Bengaluru office.
• A 15 years full time education is required.