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

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, you will support the operations and manage delivery for production systems and services based on operational requirements and service agreements. A typical day involves collaborating with team members to ensure seamless service delivery, monitoring system performance, and addressing any operational challenges that arise. You will engage in proactive problem-solving and contribute to the continuous improvement of operational processes, ensuring that all services meet the established standards and expectations. RRD Skill - Genesys Cloud Level: - 9 Experience: - Above 6 years Key Responsibilities Genesys Cx cloud contact center solutions and Oracle SBC development, Configuration, and support Responsible for handling day-to-day contact center operations, requirements, and issues Provide L3 / L4 support for operational activities including basic troubleshooting of associated services on cloud on AWS platform. 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. Trunks - SIP, ISDN PRI and BRI, Analog trunks Network connectivity to the Genesys Cloud and Agents. 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. Troubleshoot and provide timely resolutions to production support issues. Review code and provide feedback relative to best practices and improving performance. Detailed understanding of the network connectivity and connectivity to the Genesys Cloud environment Understanding of contact center reporting and customization Vendor management for resolving major production issues. Sending daily and weekly status reports to Client and Project Manager Understand requirements from client and create design documents. Prepare technical solutions and effort estimation for the projects. Planning, coordinating, tracking, and executing Migrations. Identify process improvement areas and define new processes. 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. Coordinating with vendors on process improvement areas and ensure to have those in place. Motivating team members to upskill / cross skill. Prepare and present client and management dashboards. Technical Experience: Sound technical knowledge and hands-on experience on Genesys Cloud Implementation and maintenance of the Genesys Cloud solutions. Ability to solve complex technical issues within the Contact Center technology environment. Thorough knowledge and well versed with Genesys Cloud application. Extensive experience in resolving contact center related issues. Knowledge of IVR, routing and reporting concepts including monitoring tools Implementation and solution design experience to create new setup and installation of CTI interfaces and integrations. 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 Cx cloud solutions development, Configuration and support and AWS cloud platform knowledge is preferred. Candidate is expected to work with their internal telecom, infra groups the support Genesys Cloud and Oracle implementation. Genesys Cx cloud WEBRTC with SIP flows Hands on PureCloud Technology suite applications. Hands-on experience on developing flows using Genesys Architect Hands on in Architect Scripting using JavaScript and SDKS 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. Hands on experience Oracle SBCs, ECB, EOM and SDM deployment, Header manipulation, SIP, ISDN, Analog trunks call routing configuration, Session agent configuration. Require strong Analytics/troubleshooting skills and ability find issues by reading logs - SIP, ISDN and platform logs. 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 Cx Cloud development would be good to have. AWS knowledge is also preferred. Professional Attribute Minimum 6 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) Team handling / people management, good communication skills. Self-driven, target oriented. Excellent communication skills. Previous experience working with cross geography teams. Ready to work in shift Education Bachelor's degree in engineering preferred. Additional Information: - The candidate should have minimum 2 years of experience in Infrastructure Service Management. - This position is based at our Coimbatore office. - A 15 years full time education is required. -Should be comfortable for 24x7 support




15 years full time education