Operations Engineer
Core
Overseeing smooth functioning of production systems and services for cloud contact center operations, ensuring reliability and performance via continuous monitoring and issue resolution.
Role type
Senior IC Operations Engineer (Cloud Contact Center)
Builds
Genesys Pure Cloud solutions, Oracle SBC configurations, and contact center operational workflows
Domain
Telecommunications / Cloud Contact Center Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Genesys Cloud (PureCloud) configuration and support, Oracle SBC deployment, AWS cloud platform, IVR and routing design, SIP/ISDN/Analog trunk management, log analysis (SIP, ISDN, platform logs), Wireshark, JavaScript/SDKs for Genesys Architect, REST API integration, ITIL processes, project management, vendor management
Preferred skills
Genesys Pure Cloud development, traditional telephony solutions, CTI/PBX/ACD concepts, SQL Server, database knowledge, VOIP, networking clusters, domain/workgroup/AD, shift work readiness
Technologies
Genesys Cloud, Genesys Architect, Oracle SBC, AWS, Wireshark, JavaScript, REST API, SIP, ISDN, SQL Server
Responsibilities
Provide L3/L4 support for operational activities and troubleshoot production issues; Configure and support Genesys Pure Cloud and Oracle SBC environments; Manage vendor and service provider relationships for major production issues; Create design documents and prepare technical solutions with effort estimation; Plan, coordinate, and execute migrations; Identify and implement automation to optimize team efforts; Mentor team members and handle escalations; Prepare and present client and management dashboards; Send daily/weekly status reports to clients and project managers
Seniority
Senior, hands-on IC with team mentoring responsibilities
