Operations Engineer

About Accenture

Responsibilities

• Responsible for handling day-to-day contact center operations, requirements, and issues
• Provide L2 support for operational activities including basic troubleshooting of associated services on Genesys Cloud
• Good understanding about
• Genesys Cloud - Account Settings, People and Permission, Directory, Integration, Architect – Call flow design, Documents, Telephony, Contact Center, Message, Architect, Predictive Engagement, Routing, Performance and Engagement, Troubleshooting, Workforce Management, Outbound, Knowledge, Quality. Troubleshoot and provide timely resolutions to production support issues.
• Oracle SBC &ECB on call routing configuration
• o Trunks – SIP, ISDN PRI and BRI, Analog trunks
• o Network connectivity to the Genesys Cloud and Agents.
• o Ability to identify the issues by reading logs – Agents, SIP Messages, ISDN logs, Debug, Wireshark.
• Understanding of contact center reporting and customization
• Vendor and Service Provider management for resolving issues.
• Understand requirements from client and create design documents.
• Planning, coordinating, tracking, and executing Migrations.
• Contribute process improvement areas.
• Identify automation areas and implement the automations to optimize the team efforts.
• Mentoring team members to achieve target timelines and deliverables.
• Handling escalations related to project deliverables.
• Motivating team members to upskill / cross skill.
• Technical Experience:
• Sound technical knowledge and hands-on experience on Genesys Cloud solutions.
• Implementation and maintenance of the Genesys Cloud solutions
• Knowledge on Oracle SBC, ECB on call routing
• Ability to solve complex technical issues within the Contact Center.
• Thorough knowledge and well versed with Genesys Cloud application and Oracle SBCs
• Extensive experience in resolving contact center related issues.
• Knowledge of IVR, routing and reporting concepts including monitoring tools
• Management and troubleshooting of complex client contact center environments.
• Implement the changes/network as applicable, test the changes and handover to customer.
• Expertise on ITIL processes and project management.
• Hands-on experience on Genesys Pure cloud solutions and support and AWS cloud platform knowledge is preferred.
• Candidate is expected to work with their internal telecom, infra groups support cloud implementation.
• Genesys cloud WEBRTC with SIP flows
• Hands on PureCloud Technology suite applications and Oracle SBC and ECB.
• Hands-on experience on developing flows using Genesys Architect
• Hands on in Web Services Integration (3rd party)
• Hands on in Custom Reports (Rest API)
• Hands-on experience on Configuration setup like IVR, Interaction Routing, WFM, Dialer and Scripter
• Professional Attributes:
• Minimum 5 years of hands-on experience on contact center solutions
• Experience in implementing and managing complex contact center solutions.
• Good understanding of procedures, application, and concepts within own subject area (and understanding them in the context of the business)
• Self-driven, target oriented.
• Excellent communication skills.
• Previous experience working with cross geography teams.
• Ready to work in night shift.
• Educational Qualifications:
• Bachelor s degree in engineering preferred
• Shift Details: (Mandatory)
• 24*7 shift
• RTO- 3 days office presence
• Additional Information:
• Exposure on Call and Screen Recording Solutions
• Knowledge on traditional telephony solutions
• Knowledge in the following technical areas: CTI, PBX/ACD, WEB/Internet, MS Windows, SQL server, Database knowledge, VOIP, Computer H/W & Networking, clusters, Domain / workgroup / AD, Cloud platforms
• Genesys Cloud development would be good to have. AWS knowledge is also preferred.
• The candidate should have minimum 5 years of experience in Cloud Contact Center Operations.
• This position is based at our Pune office.
• A 15 years full time education is required.
• 15 years full time education