Posted 15 August, 2026
Contact Center Support & Operations Engineer
Diverse Lynx
Bangalore,Karnataka
Full Time
Reference: 365_569689_26-03169
Req I D- 10890347
Role Descriptions: Contact Center Support & Operations Engineer
Job Description – Contact Center Support & Operations Engineer
Key Responsibilities
Provide operational support for Cisco UCCE/IVR environments, including routing scripts, call flows, and contact center integrations.
Support and administer NICE CXone, NICE Engage, and related call recording solutions.
Manage and support Workforce Management (WFM) and Real-Time Adherence (RTA) operations.
Monitor system health, troubleshoot incidents, and coordinate resolutions with internal teams and vendors.
Perform analysis of contact center operational data and create dashboards/reports using Tableau.
Develop automation scripts and utilities using Python to improve operational efficiency.
Support cloud-based solutions and integrations within AWS environments.
Utilize monitoring tools such as Splunk and Dynatrace for proactive monitoring, alerting, and root cause analysis.
Handle incident, problem, and change management activities using ServiceNow (SNOW), ITSM, and Jira.
Participate in production deployments, post-implementation validation, and hypercare activities.
Collaborate with business stakeholders, vendors, and cross-functional teams to ensure seamless service delivery.
Document operational procedures, troubleshooting guides, and technical solutions.
Essential Skills: Contact Center Support & Operations Engineer
Location - Hyderabad TS and Bangalore KA
Skills: IT IS_CNS_Contact Center_Cisco
Experience Required: 4-6
Role Descriptions: Contact Center Support & Operations Engineer
Job Description – Contact Center Support & Operations Engineer
Key Responsibilities
Provide operational support for Cisco UCCE/IVR environments, including routing scripts, call flows, and contact center integrations.
Support and administer NICE CXone, NICE Engage, and related call recording solutions.
Manage and support Workforce Management (WFM) and Real-Time Adherence (RTA) operations.
Monitor system health, troubleshoot incidents, and coordinate resolutions with internal teams and vendors.
Perform analysis of contact center operational data and create dashboards/reports using Tableau.
Develop automation scripts and utilities using Python to improve operational efficiency.
Support cloud-based solutions and integrations within AWS environments.
Utilize monitoring tools such as Splunk and Dynatrace for proactive monitoring, alerting, and root cause analysis.
Handle incident, problem, and change management activities using ServiceNow (SNOW), ITSM, and Jira.
Participate in production deployments, post-implementation validation, and hypercare activities.
Collaborate with business stakeholders, vendors, and cross-functional teams to ensure seamless service delivery.
Document operational procedures, troubleshooting guides, and technical solutions.
Essential Skills: Contact Center Support & Operations Engineer
Location - Hyderabad TS and Bangalore KA
Skills: IT IS_CNS_Contact Center_Cisco
Experience Required: 4-6
