Operations Engineer
Core
Ensure reliability, availability, and performance of enterprise voice and contact center platforms through automation, proactive monitoring, incident management, and continuous service improvement.
Role type
Senior Site Reliability Engineer (Voice/Contact Center Operations)
Builds
Stable voice services and contact center operations for enterprise clients
Domain
Telecommunications, Cloud Contact Center, Unified Communications
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Cloud Contact Center Operations, Site Reliability Engineering (SRE), Python/Automation, 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
Preferred skills
Genesys Cloud CX Professional certification, Oracle SBC Troubleshooting Professional certification, Cisco DevNet certification, PCEP certification
Technologies
Oracle SBC, Genesys Cloud, SIP, VoIP, Unified Communications platforms
Responsibilities
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; Create and maintain runbooks, SOPs, and operational documentation; Collaborate with Network, Cloud, Security, and Application teams to improve end-to-end service reliability.
Seniority
Senior, hands-on IC