Operations Engineer
Core
Lead and support day-to-day operations for Genesys Cloud contact center solutions, managing delivery, troubleshooting production issues, and optimizing team performance.
Role type
Senior IC Cloud Contact Center Team Lead
Builds
Production contact center environments using Genesys Cloud, Oracle SBC, and ECB
Domain
Cloud Contact Center Operations / Telephony
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Genesys Cloud, Oracle SBC, ECB, IVR, Interaction Routing, WFM, Dialer, Scripter, Web Services Integration, Custom Reports (Rest API), Genesys Architect, SIP flows, WebRTC, AWS cloud platform
Preferred skills
Genesys PureCloud Technology suite, AWS cloud platform, Call and Screen Recording Solutions, traditional telephony solutions
Technologies
Genesys Cloud, Oracle SBC, ECB, AWS, Genesys Architect, SIP, ISDN, PRI, BRI, Wireshark, SQL Server
Responsibilities
Handle day-to-day contact center operations and requirements; Provide L2 support and troubleshoot production issues; Manage vendor and service provider relationships; Plan and execute migrations; Identify and implement automation; Mentor team members; Handle escalations related to project deliverables.
Seniority
Senior, hands-on IC with team leadership