Job Description

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, Oracle BI Application (OBIA) Contact Center Telephony Analytics

Good to have skills : NA

Minimum 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.

Job Title: Cloud Genesys Voice Team Lead

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
• Good understanding about
• 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.
• Oracle SBC &ECB on call routing configuration

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.

Technical Experience:

• Sound technical knowledge and hands-on experience on Genesys Cloud solutions.
• Implementation and maintenance of the Genesys Cloud solutions
• Knowledge on Oracle SBC, ECB on call routing
• 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

Professional Attributes:

• Minimum 5 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 night shift.

Educational Qualifications:

Bachelor s degree in engineering preferred

Shift Details: (Mandatory)

• 24*7 shift
• RTO- 3 days office presence

Additional Information

• Exposure on Call and Screen Recording Solutions
• Knowledge on traditional telephony solutions
• Knowledge on Oracle SBC, ECB on call routing
• 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.
• The candidate should have minimum 5 years of experience in Cloud Contact Center Operations.
• This position is based at our Pune 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

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.