Job
Description
About The Role
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 various teams to ensure seamless service delivery, troubleshooting issues, and implementing solutions to enhance operational efficiency. You will engage in strategic discussions to align operational goals with business objectives, ensuring that all services meet the required standards and expectations. RRD Skill – Genesys CloudLevel:- 9Experience:- Above 6 yearsKey Responsibilities
Genesys Cx or Nice CXone cloud contact center solutions and Oracle SBC development, Configuration, and supportResponsible 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.oGood understanding aboutoGenesys 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.oTrunks – SIP, ISDN PRI and BRI, Analog trunksoNetwork connectivity to the Genesys Cloud and Agents.oAbility to identify the issues by reading logs – Agents, SIP Messages, ISDN logs, Debug, Wireshark.Understanding of contact center reporting and customizationVendor 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 environmentUnderstanding of contact center reporting and customizationVendor management for resolving major production issues.Sending daily and weekly status reports to Client and Project ManagerUnderstand 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 toolsImplementation 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 flowsHands on PureCloud Technology suite applications.Hands-on experience on developing flows using Genesys Architect Hands on in Architect Scripting using JavaScript and SDKSHands 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 haveExposure on Call and Screen Recording SolutionsKnowledge on traditional telephony solutionsKnowledge 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 platformsGenesys Cx Cloud development would be good to have. AWS knowledge is also preferred.Professional AttributeMinimum 6 years of hands-on experience on contact center solutionsExperience 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 shiftEducationBachelor's degree in engineering preferred.
Additional Information:The candidate should have minimum 5 years of experience in Cloud Contact Center Operations.This position is based at our Pune office.A 15 years full time education is required.
Qualification 15 years full time education
