Operations Engineer
On-siteBengaluru, Karnataka, India
Job Summary
Monitor and maintain enterprise voice infrastructure and contact center platforms, providing L2/L3 support for Genesys, Oracle SBC, SIP, and VoIP services. Execute incident, problem, and change management activities to ensure platform availability, reliability, and SLA compliance. Manage dial plans, call flows, trunks, and voice gateways while supporting integrations with network, cloud, and business applications. Drive service improvements, automation, and operational efficiency initiatives through root cause analysis and resiliency testing. Collaborate with Network, Security, Cloud, and Application teams for issue resolution. This position requires a minimum of five years of experience in Cloud Contact Center Operations and is based in Bengaluru.
Required Qualifications
- Cloud Contact Center Operations
- Service Engineer
- Minimum 5 year(s) of experience
- 15 years full time education
- Genesys Cloud CX Professional (GCX-GCP)
- Oracle SBC Troubleshooting Professional
- Genesys Cloud / Engage
- Oracle SBC SIP
- VoIP
- RTP
- WebRTC
- Voice Gateways & PSTN Connectivity
- Contact Center Technologies
- Network & Security Fundamentals
- Monitoring & Troubleshooting Tools
- ITIL Incident, Problem & Change Management
- Minimum 5 years of experience in Cloud Contact Center Operations
- Bengaluru office location
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