HyperWrkan Albireo Recruiters platform
Confidential · Technology

Cloud Contact Center Operations – CL 8

  • Bengaluru · Office
  • 7–15 yrs
  • CTC Not disclosed
  • Full-time
  • Notice ≤ 90 days
  • Posted 28 Sep 2026
Apply Apply Save

By applying you agree that Albireo Recruiters shares your profile with this client for this role and keeps it for its recruiting. Privacy policy.

We are hiring a Cloud Contact Center Operations and Voice SRE Engineer in Bengaluru, working in the office full-time. The role suits someone with 7.5 to 15 years of experience in Genesys Cloud CX, Oracle SBC, SIP and VoIP, who keeps enterprise voice platforms reliable and available.

The role

This role is for a Cloud Contact Center Operations and Voice SRE Engineer. You will keep enterprise voice and cloud contact-center platforms reliable, available and stable. You will act as the subject matter expert for contact-center operations, voice operations and SRE practices, and you will help make key operational decisions.

Your day will involve monitoring voice platforms, SIP trunks, call flows and network devices, and checking call quality, latency, packet loss and capacity. You will handle incidents for voice, routing and contact-center services, and you will carry out root-cause analysis for major issues. You will also write automation scripts to cut manual work and support auto-remediation. Work with Network, Cloud, Security, DevOps and Application teams is a regular part of the job, along with change, release and patch management.

We are looking for hands-on experience with Genesys Cloud CX, including routing, trunking, queues, flows and call troubleshooting. You should have worked with Oracle Session Border Controller, and know SIP, VoIP, RTP, TLS, SRTP and NAT well. Python scripting, Linux, TCP/IP and an automation tool such as Ansible or Terraform are needed. Experience with monitoring tools, SLA and SLO reporting, and ITIL-based incident management will help you do well.

The experience band is 7.5 to 15 years. The job is full-time, based in Bengaluru, and is an in-office role. Notice period of up to 90 days is preferred.

To apply, sign in on hyperwrk.com and apply in one step. A recruiter at Albireo reads every application.

Must have

  • Hands-on experience with Genesys Cloud CX, including voice configuration, routing, trunking, queues, flows
  • Experience with Oracle Session Border Controller (Oracle SBC) administration, configuration, troubleshooting
  • Strong understanding of SIP, VoIP, RTP, WebRTC, session border controllers, call flows
  • Strong knowledge of network protocols and routing technologies
  • Python scripting or automation experience for operational tasks, monitoring, log parsing, health checks
  • Knowledge of Infrastructure as Code (IaC)... such as Terraform, Ansible, or equivalent
  • Experience with incident management, problem management, RCA, major-incident handling, change management, and ITIL-based operations
  • Hands-on experience with network observability, monitoring, alerting, log analysis, telemetry, and dashboarding

Nice to have

  • Genesys Cloud CX Professional Certification (GCX-GCP)
  • Exposure to cloud platforms such as AWS, Azure, or GCP
  • Experience with ServiceNow or comparable ITSM platforms
  • Knowledge of Linux administration, shell scripting, API integrations, REST APIs

What happens after you apply

The recruiter working this role reads your application. If it fits, they call you before anything is shared with the company. You see every stage in your account, in plain words.