Operations Engineer - Accenture - ref. n94266023
Accenture Hyderabad
Project Role : Operations Engineer
Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.
Must have skills : Cloud Contact Center Implementation
Good to have skills : NA
Minimum 3 year(s) of experience is required
o 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.
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.
Project Role Description : Support the operations and/or manage delivery for production systems and services based on operational requirements and service agreement.
Must have skills : Cloud Contact Center Implementation
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : BE
Summary:- 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
- 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
o 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.
o Trunks – SIP, ISDN PRI and BRI, Analog trunkso 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.
- Sound technical knowledge and hands-on experience on Genesys Cloud solutions.
- Implementation and maintenance of the Genesys Cloud solutions
- 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
Additional Information:
- 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)
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