Operations Engineer

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
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. o Good understanding about o 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. 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. • 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.15 years full time education

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