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, SRE

Good to have skills : NA

Minimum 7.5 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

A Voice SRE (Site Reliability Engineer) ensures the reliability, availability, and performance of enterprise voice and contact center platforms through automation, proactive monitoring, incident management, and continuous service improvement. The role focuses on maintaining stable voice services, reducing outages, and improving operational efficiency across Oracle SBC, Genesys Cloud, SIP, VoIP, and unified communications environments.

Roles & Responsibilities:

Roles & Responsibilities:

• Ensure reliability, availability, and performance of voice and contact center platforms.
• Develop automation to reduce manual operations and improve service stability.
• Monitor voice infrastructure proactively and prevent service disruptions.
• Lead incident response and root cause analysis for voice-related issues.
• Implement auto-remediation and operational improvements.
• Manage SLA/SLO compliance and service health metrics.
• Support Oracle SBC, Genesys Cloud, SIP, VoIP, and Unified - Communications platforms.
• Create and maintain runbooks, SOPs, and operational documentation.
• Collaborate with Network, Cloud, Security, and Application teams to improve end-to-end service reliability.
  
  

Professional & Technical Skills:

Must To Have Skills: Genesys Cloud CX Professional (GCX-GCP), Oracle SBC Troubleshooting Professional, Cisco DevNet , PCEP

Python / Automation , Genesys & Oracle SBC

Network Observability & Monitoring

Routing & Switching (BGP, OSPF, MPLS)

Incident & Problem Management

Infrastructure as Code (IaC)

Performance & Capacity Management

Log Analytics and Telemetry

DevOps / CI-CD Integration for Network Operations

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.