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 2 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 promptly addressing any issues that arise to maintain system reliability and performance. Collaboration with various teams to coordinate operational activities and support service continuity is a key aspect of the daily routine, along with documenting processes and contributing to improvements in operational workflows.

Roles & Responsibilities:
Key Responsibilities
Responsible for handling day-to-day contact center operations, requirements, and issues
Provide L2 support for operational activities including basic troubleshooting of associated services on Genesys Cloud
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.
Understand requirements from client and create design documents.
Planning, coordinating, tracking and executing Migrations.
Contribute process improvement areas.
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.
Motivating team members to upskill / cross skill.

Professional & Technical Skills:
Sound technical knowledge and hands-on experience on Genesys Cloud solutions.
Implementation and maintenance of the Genesys Cloud solutions
Ability to solve complex technical issues within the Contact Center.
Thorough knowledge and well versed with Genesys Cloud application and Oracle SBCs
Extensive experience in resolving contact center related issues.
Knowledge of IVR, routing and reporting concepts including monitoring tools
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 and support and AWS cloud platform knowledge is preferred.
Candidate is expected to work with their internal telecom, infra groups support cloud implementation.
Genesys cloud WEBRTC with SIP flows
Hands on PureCloud Technology suite applications and Oracle SBC and ECB.
Hands-on experience on developing flows using Genesys Architect
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

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 Cloud development would be good to have. AWS knowledge is also preferred.

Professional Attribute
Minimum 3 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)
Self-driven, target oriented.
Excellent communication skills.
Previous experience working with cross geography teams.
Ready to work in shift.

Additional Information:
- Above 3 years of experience in Cloud Contact Center Operations.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.
- Bachelor s degree in engineering preferred.

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.

Visit us at www.accenture.com 

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