Operations Engineer

A Voice Service Engineer is responsible for the day-to-day operation, monitoring, support, and maintenance of enterprise voice and contact centre 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.

Responsibilities:

• Monitor and maintain enterprise voice infrastructure and contact centre platforms.
• Provide L2 / L3 support for Genesys, Oracle SBC, SIP, VoIP, and telephony services.
• Perform 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 centre integrations with network, cloud, and business applications.
• Monitor capacity, performance, and utilisation 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.

Requirements:

• Genesys Cloud CX Professional (GCX-GCP), Oracle SBC Troubleshooting Professional Genesys Cloud / Engage.
• Proficiency in Oracle SBC.
• Knowledge of SIP, VoIP, RTP, WebRTC.
• Strong understanding of Voice Gateways and PSTN Connectivity.
• Experience with Contact Centre Technologies.
• Strong experience in Network and Security Fundamentals.
• Monitoring and Troubleshooting Tools.
• ITIL Incident, Problem and Change Management.

Additional Information:

• The candidate should have a minimum of 5 years of experience in Cloud Contact Centre Operations.
• 15 years of full-time education is required.