Cloud Contact Center Operations Engineer

ARA Resources; Bengaluru; Hybrid; INR 2,500,000 - 4,000,000; Full time

Job summary

ARA Resources’ client, a leading technology firm, is seeking a Cloud Contact Center Operations expert in Bengaluru. The role is hybrid, focusing on reliability, automation, and proactive monitoring of voice and contact center platforms.

You will drive incident management, runbooks, and cross‑team collaboration to ensure service stability. The successful candidate will support GCX Cloud CX and Oracle SBC ecosystems, manage SLA/SLOs, and push auto‑remediation and operational improvements across

Qualifications

• Minimum 7.5 years of experience in Cloud Contact Center Operations.
• 15 years of full-time education.
• Proficiency in Genesys Cloud CX Professional (GCX-GCP) and Oracle SBC Troubleshooting.
• Experience with Python/Automation and Infrastructure as Code (IaC).
• Strong knowledge of Incident & Problem Management.

Responsibilities

• Ensure reliability, availability, and performance of voice and contact center platforms.
• 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.
• Support Oracle SBC, Genesys Cloud, SIP, VoIP, and Unified Communications platforms.
• Create and maintain runbooks, SOPs, and operational documentation.
• Collaborate with Network, Cloud, Security, and Application teams to improve end-to-end service reliability.

Skills

Ownership mindset

Stakeholder communication

Proactive problem-solving

Team collaboration

Education

15 years education

Tools

Genesys Cloud CX

Oracle SBC Troubleshooting

Python/Automation

Infrastructure as Code (IaC)

Job description

Job Title : Cloud Contact Center Operations

Location : Bengaluru

Work Type : Hybrid

Experience - 7.5-12 Years

Notice Period: 90 Days

About ARA's Client Leading Technology Firm

ARA's Client is a leading technology firm specializing in digital transformation and consulting services. They are known for their innovative solutions and commitment to excellence, serving clients across various industries. The organization fosters a culture of collaboration and continuous improvement, making it a great place for professionals to grow and thrive.

Role Summary

The ideal candidate will ensure the reliability, availability, and performance of voice and contact center platforms for ARA's Client. They will focus on automation, proactive monitoring, and incident management to enhance operational efficiency.

Key Responsibilities

• Ensure reliability, availability, and performance of voice and contact center platforms.
• 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.
• Support Oracle SBC, Genesys Cloud, SIP, VoIP, and Unified Communications platforms.
• Create and maintain runbooks, SOPs, and operational documentation.
• Collaborate with Network, Cloud, Security, and Application teams to improve end-to-end service reliability.

Must-Have Qualifications

• Minimum 7.5 years of experience in Cloud Contact Center Operations.
• 15 years of full-time education.
• Proficiency in Genesys Cloud CX Professional (GCX-GCP) and Oracle SBC Troubleshooting.
• Experience with Python/Automation and Infrastructure as Code (IaC).
• Strong knowledge of Incident & Problem Management.

Nice to Have

• Cisco DevNet certification.
• Experience with Network Observability & Monitoring.
• Familiarity with Routing & Switching protocols (BGP, OSPF, MPLS).

Behavioral Competencies

• Strong ownership mindset.
• Excellent stakeholder communication.
• Proactive problem-solving skills.Ability to work collaboratively in a team environment.

Why Join Us

• ARA's Client offers a dynamic work environment that fosters innovation.
• They provide opportunities for professional growth and development.
• The organization values diversity and inclusion in the workplace.
• Employees have the chance to work on cutting-edge technology projects.