Operations Engineer
Accenture (company site, opens in a new tab)5+ yrsPuneOn-siteDirect career pageEst. 10–18 LPA
Posted 8h ago
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Job description
Structured overview of role & requirements
About This Role
- Own day-to-day contact center production operations, L2 support, troubleshooting and escalation resolution across Genesys Cloud and associated telephony services.
- Coordinate client requirements, design documentation, service-provider support, and migrations; plan, test and hand over system changes.
- Improve operational delivery through automation and process improvements, while mentoring team members and tracking delivery timelines.
Minimum Requirements
- Work Experience Required: Minimum 5 years in Cloud Contact Center Operations; hands-on contact center solutions experience is also specified.
- Required skills include Cloud Contact Center Operations and Oracle BI Application (OBIA) Contact Center Telephony Analytics; the role also calls for Genesys Cloud and Oracle SBC/ECB call-routing expertise.
- Educational Qualification: 15 years of full-time education required.
- Location and work arrangement: Pune office; 24x7 shifts and 3 days of office presence are specified.
Ideal Candidate Profile
- Has hands-on experience implementing, maintaining and supporting complex Genesys Cloud contact center environments, including Architect flows, IVR, routing, reporting and integrations.
- Can diagnose production issues across Oracle SBC/ECB, SIP and traditional telephony, using logs and tools such as Wireshark; familiarity with AWS is preferred.
- Fits a production-support lead environment involving migrations, escalations, vendor coordination and mentoring across teams; ITIL/project-management knowledge and cross-geography experience are cited.