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 : Scrum Minimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education Summary: A Voice Scrum Master facilitates Agile delivery for Voice and Contact Center services (Genesys, Oracle SBC, Avaya, etc.), ensuring efficient sprint execution, stakeholder alignment, risk management, and continuous improvement while enabling teams to deliver reliable and high-quality voice services. Roles & Responsibilities: Roles & Responsibilities - Facilitate Agile ceremonies including Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives. - Drive delivery governance and execution for Voice and Contact Center initiatives. - Coordinate with Voice Engineers, SREs, Principal Engineers, business stakeholders, and vendors. - Identify, track, and remove project and operational impediments impacting delivery. - Manage sprint backlogs, priorities, risks, dependencies, and action items. - Monitor sprint velocity, delivery milestones, KPIs, and team performance metrics. - Ensure alignment between operational support, transformation programs, and business objectives. - Promote Agile best practices, continuous improvement, and team collaboration. - Support service modernization, automation, and reliability improvement initiatives across Voice platforms. - Provide status reporting, stakeholder communication, and executive-level updates on delivery progress. Professional & Technical Skills: Agile & Scrum Frameworks (Scrum, Kanban, SAFe) Sprint Planning, Backlog Management & Release Planning Stakeholder & Vendor Management Risk, Dependency & Impediment Management Project Governance & Delivery Management Facilitation, Coaching & Team Mentoring KPI, Metrics & Agile Reporting Change Management & Continuous Improvement Cross-functional Team Coordination Excellent Communication & Leadership Skills ITIL / Service Management Knowledge Voice & Contact Center Domain Knowledge (Genesys, Avaya, Oracle SBC, Teams Voice) Incident, Problem & Change Management Understanding Automation & Process Optimization Awareness Tools: Jira, Azure DevOps, Confluence, ServiceNow, Power BI Additional Information: - The candidate should have minimum 7.5 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 Important Notice We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. If you are contacted by someone asking for payment, please do not respond, and contact us at india.fc.check@accenture.com immediately. Equal Employment Opportunity Statement All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.