Cloud Contact Center Operations

Highlights:

5.00 – 9.00 Years

12.00 – 22.00 INR (Lacs)/Yearly

Full-time

Mumbai, Delhi, Gurgaon

Skills

cloud contact Center

Roles & Responsibility

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, Service Engineer
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
A Voice Service Engineer is responsible for the day-to-day operation, monitoring, support, and maintenance of enterprise voice and contact center platforms. The role ensures stable, secure, and high-performing voice services while managing incidents, service requests, changes, and vendor coordination across technologies such as Genesys, Avaya, Oracle SBC, and SIP platforms. The service engineer forms the primary delivery and operational execution layer within the voice tower.

Requirements

Roles & Responsibilities

• Monitor and maintain enterprise voice infrastructure and contact center platforms.
• Provide L2 / L3 support for Genesys, Oracle SBC, SIP, VoIP, and telephony services.
• Terform incident, problem, and change management activities.
• Ensure platform availability, reliability, and SLA compliance.
• Execute configuration changes, upgrades, and system maintenance.
• Manage dial plans, call flows, trunks, SBCs, and voice gateways.

-Support contact center integrations with network, cloud, and business applications.
-Monitor capacity, performance, and utilization trends.
-Maintain SOPs, runbooks, and operational documentation.
-Collaborate with Network, Security, Cloud, and Application teams for issue resolution.
-Participate in major incident response and root cause analysis (RCA).

• Drive service improvements, automation, and operational efficiency initiatives.
• Ensure compliance with security, audit, and operational standards.

-Support business continuity, disaster recovery, and platform resiliency testing.

Professional & Technical Skills:
Must To Have Skills: 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
Role Summary (Short)

Additional Information:

• The candidate should have minimum 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