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

Summary:
A Voice SRE (Site Reliability Engineer) ensures the reliability, availability, and performance of enterprise voice and contact center platforms through automation, proactive monitoring, incident management, and continuous service improvement. The role focuses on maintaining stable voice services, reducing outages, and improving operational efficiency across Oracle SBC, Genesys Cloud, SIP, VoIP, and unified communications environments.

Roles & Responsibilities:
Roles & Responsibilities:
- Ensure reliability, availability, and performance of voice and contact center platforms.
- Develop automation to reduce manual operations and improve service stability.
- Monitor voice infrastructure proactively and prevent service disruptions.
- Lead incident response and root cause analysis for voice-related issues.
- Implement auto-remediation and operational improvements.
- Manage SLA/SLO compliance and service health metrics.
- Support Oracle SBC, Genesys Cloud, SIP, VoIP, and Unified - Communications platforms.
- Create and maintain runbooks, SOPs, and operational documentation.
- Collaborate with Network, Cloud, Security, and Application teams to improve end-to-end service reliability.


Professional & Technical Skills:
Must To Have Skills: Genesys Cloud CX Professional (GCX-GCP), Oracle SBC Troubleshooting Professional, Cisco DevNet , PCEP
Python / Automation , Genesys & Oracle SBC
Network Observability & Monitoring
Routing & Switching (BGP, OSPF, MPLS)
Incident & Problem Management
Infrastructure as Code (IaC)
Performance & Capacity Management
Log Analytics and Telemetry
DevOps / CI-CD Integration for Network Operations


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.

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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