01/19/2025 updated
100 % available
Experienced Contact Center Engineer with Cloud & Infrastructure Management Expertise
Bangalore, Malaysia
Only remote
Masters of Computer Application (MCA)Amazon Web ServicesAmazon Elastic Compute CloudAmazon S3Monitoring and Installation of Braking SystemsCustomer Relationship ManagementCall CentersCloud ComputingComputer ProgrammingContent ManagementContinuous IntegrationDynamic Host Configuration ProtocolDebuggingDomain Name System (DNS)GitHubIdentity Management
Contact Center Platforms
Expertise in Genesys Pure Cloud, Genesys Pure Engage, Oracle SBC, ECB, EOM, Avaya Aura, SM, CMS, and Amazon Connect
Cloud Technologies
Proficiency in AWS services, EC2, S3, RDS, VPC, IAM, CloudFormation, Lambda, API Gateway, SNS, SQS, EBS, ELB, Auto Scaling
Infrastructure Management
Experience with Terraform, Jenkins, GitHub for infrastructure as code and CI/CD pipelines
Network Technologies
Knowledge of TCP/IP, DNS, DHCP, VPN, VLAN, Firewall configurations
Monitoring and Analysis
Proficiency in Thousand Eye tool Monitoring, CloudWatch logs, and troubleshooting various issues in contact centers
Programming and Scripting
Skills in code debugging, analytical thinking, and experience with various programming languages and tools
CRM Integration
Experience in development and integration with Salesforce CRM systems
Expertise in Genesys Pure Cloud, Genesys Pure Engage, Oracle SBC, ECB, EOM, Avaya Aura, SM, CMS, and Amazon Connect
Cloud Technologies
Proficiency in AWS services, EC2, S3, RDS, VPC, IAM, CloudFormation, Lambda, API Gateway, SNS, SQS, EBS, ELB, Auto Scaling
Infrastructure Management
Experience with Terraform, Jenkins, GitHub for infrastructure as code and CI/CD pipelines
Network Technologies
Knowledge of TCP/IP, DNS, DHCP, VPN, VLAN, Firewall configurations
Monitoring and Analysis
Proficiency in Thousand Eye tool Monitoring, CloudWatch logs, and troubleshooting various issues in contact centers
Programming and Scripting
Skills in code debugging, analytical thinking, and experience with various programming languages and tools
CRM Integration
Experience in development and integration with Salesforce CRM systems
Experience
Professional experience10+ years
Freelancer since2025
Languages
EnglishNative speakerTeluguFluent
Project history
Responsible for developing, deploying, and managing contact center solutions, including routing and IVR flow in Genesys Cloud Architect, API integration, and customization with various platforms like Salesforce CRM, Amazon Connect, and Google Dialog flow.
Worked on multiple call center products including Avaya, SM, AES, MM, SBC, CISCO CUCM, CISCO VG & Verint. Responsibilities included designing call flows, implementation, troubleshooting, and maintenance of various contact center systems.
Served in central Voice team, deployed and managed VOICE infrastructure for clients, performed daily monitoring and troubleshooting, and coordinated end-to-end new site setups.