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, Service Engineer Good to have skills : NA Minimum 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary: A Voice Service Engineer is responsible for the day-to-day operation, monitoring, support, and maintenance of enterprise voice and contact center platforms. The role ensures stable, secure, and high-performing voice services while managing incidents, service requests, changes, and vendor coordination across technologies such as Genesys, Avaya, Oracle SBC, and SIP platforms. The service engineer forms the primary delivery and operational execution layer within the voice tower. Roles & Responsibilities: Roles & Responsibilities - Monitor and maintain enterprise voice infrastructure and contact center platforms. - Provide L2 / L3 support for Genesys, Oracle SBC, SIP, VoIP, and telephony services. - Terform incident, problem, and change management activities. - Ensure platform availability, reliability, and SLA compliance. - Execute configuration changes, upgrades, and system maintenance. - Manage dial plans, call flows, trunks, SBCs, and voice gateways. -Support contact center integrations with network, cloud, and business applications. -Monitor capacity, performance, and utilization trends. -Maintain SOPs, runbooks, and operational documentation. -Collaborate with Network, Security, Cloud, and Application teams for issue resolution. -Participate in major incident response and root cause analysis (RCA). - Drive service improvements, automation, and operational efficiency initiatives. - Ensure compliance with security, audit, and operational standards. -Support business continuity, disaster recovery, and platform resiliency testing. Professional & Technical Skills: Must To Have Skills: Genesys Cloud CX Professional (GCX-GCP), Oracle SBC Troubleshooting Professional, Genesys Cloud / Engage Oracle SBC SIP, VoIP, RTP, WebRTC Voice Gateways & PSTN Connectivity Contact Center Technologies Network & Security Fundamentals Monitoring & Troubleshooting Tools ITIL Incident, Problem & Change Management Role Summary (Short) Additional Information: - The candidate should have minimum 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.