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 : NA
Minimum 7.5 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.

Roles & Responsibilities:
Key Responsibilities
Genesys Pure cloud solutions and Oracle SBC development, Configuration, and support
Responsible for handling day-to-day contact center operations, requirements, and issues
Provide L3 / L4 support for operational activities including basic troubleshooting of associated services on cloud on AWS platform.
o Good understanding about
o 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.
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.
Troubleshoot and provide timely resolutions to production support issues.
Review code and provide feedback relative to best practices and improving performance.
Detailed understanding of the network connectivity and connectivity to the Genesys Cloud environment
Understanding of contact center reporting and customization
Vendor management for resolving major production issues.
Sending daily and weekly status reports to Client and Project Manager
Understand requirements from client and create design documents.
Prepare technical solutions and effort estimation for the projects.
Planning, coordinating, tracking and executing Migrations.
Identify process improvement areas and define new processes.
Identify automation areas and implement the automations to optimize the team efforts.
Mentoring team members to achieve target timelines and deliverables.
Handling escalations related to project deliverables.
Coordinating with vendors on process improvement areas and ensure to have those in place.
Motivating team members to upskill / cross skill.
Prepare and present client and management dashboards.


Professional & Technical Skills:
Technical Experience:

Sound technical knowledge and hands-on experience on Genesys Cloud
Implementation and maintenance of the Genesys Cloud solutions.
Ability to solve complex technical issues within the Contact Center technology environment
Thorough knowledge and well versed with Genesys Cloud application.
Extensive experience in resolving contact center related issues.
Knowledge of IVR, routing and reporting concepts including monitoring tools
Implementation and solution design experience to create new setup and installation of CTI interfaces and integrations
Management and troubleshooting of complex client contact center environments
Implement the changes/network as applicable, test the changes and handover to customer.
Expertise on ITIL processes and project management.
Hands-on experience on Genesys Pure cloud solutions development, Configuration and support and AWS cloud platform knowledge is preferred.
Candidate is expected to work with their internal telecom, infra groups the support Genesys Cloud and Oracle implementation.
Genesys Pure cloud WEBRTC with SIP flows
Hands on PureCloud Technology suite applications.
Hands-on experience on developing flows using Genesys Architect
Hands on in Architect Scripting using JavaScript and SDKS
Hands on in Web Services Integration (3rd party)
Hands on in Custom Reports (Rest API).
Hands-on experience on Configuration setup like IVR, Interaction Routing, WFM, Dialer and Scripter.
Hands on experience Oracle SBCs, ECB, EOM and SDM deployment, Header manipulation, SIP, ISDN, Analog trunks call routing configuration, Session agent configuration.
Require strong Analytics/troubleshooting skills and ability find issues by reading logs – SIP, ISDN and platform logs.


Good To have:
Exposure on Call and Screen Recording Solutions
Knowledge on traditional telephony solutions
Knowledge in the following technical areas: CTI, PBX/ACD, WEB/Internet, MS Windows, SQL server, Database knowledge, VOIP, Computer H/W & Networking, clusters, Domain / workgroup / AD, Cloud platforms
Genesys Pure Cloud development would be good to have. AWS knowledge is also preferred

Professional Attribute
Minimum 10 years of hands-on experience on contact center solutions.
Experience in implementing and managing complex contact center solutions.
Good understanding of procedures, application, and concepts within own subject area (and understanding them in the context of the business)
Team handling / people management, good communication skills.
Self-driven, target oriented.
Excellent communication skills.
Previous experience working with cross geography teams.
Ready to work in shift


Additional Information:
- The candidate should have minimum 7.5 years of experience in Cloud Contact Center Operations.
- Bachelor s degree in engineering preferred.
- A 15 years full time education is required.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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