Job Description

Project Role :

Infra Tech Support Practitioner

Project Role Description :

Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.

Must have skills :

Genesys Contact Center QM

Good to have skills :

NA

Minimum

5

year(s) of experience is required

Educational Qualification :

15 years full time education



Summary: As an Infra Tech Support Practitioner, you will provide ongoing technical support and maintenance for production and development systems and software products. Your typical day will involve troubleshooting issues, collaborating with various teams, and ensuring that all configured services operate smoothly across different platforms. You will engage in both remote and onsite support, addressing hardware and software challenges while implementing technology solutions at the operating system level. Your role will be crucial in maintaining the integrity and performance of the systems you oversee, ensuring that they meet operational standards and user needs effectively. Roles & Responsibilities: -o Genesys Pure cloud solutions and Oracle SBC development, Configuration, and support o Responsible for handling day-to-day contact center operations, requirements, and issues o Provide L3 / L4 support for operational activities including basic troubleshooting of associated services on cloud on AWS platform Professional & Technical Skills: - o Sound technical knowledge and hands-on experience on Genesys Cloud o Implementation and maintenance of the Genesys Cloud solutions. o Ability to solve complex technical issues within the Contact Center technology environment o Thorough knowledge and well versed with Genesys Cloud application. o Extensive experience in resolving contact center related issues. o Knowledge of IVR, routing and reporting concepts including monitoring tools o Implementation and solution design experience to create new setup and installation of CTI interfaces and integrations o Management and troubleshooting of complex client contact center environments o Implement the changes/network as applicable, test the changes and handover to customer. o Expertise on ITIL processes and project management. o Hands-on experience on Genesys Pure cloud solutions development, Configuration and support and AWS cloud platform knowledge is preferred. o Candidate is expected to work with their internal telecom, infra groups the support Genesys Cloud and Oracle implementation. o Genesys Pure cloud WEBRTC with SIP flows o Hands on PureCloud Technology suite applications. o Hands-on experience on developing flows using Genesys Architect o Hands on in Architect Scripting using JavaScript and SDKS o Hands on in Web Services Integration (3rd party) o Hands on in Custom Reports (Rest API). o Hands-on experience on Configuration setup like IVR, Interaction Routing, WFM, Dialer and Scripter. o Hands on experience Oracle SBCs, ECB, EOM and SDM deployment, Header manipulation, SIP, ISDN, Analog trunks call routing configuration, Session agent configuration. o Require strong Analytics/troubleshooting skills and ability find issues by reading logs - SIP, ISDN and platform logs Additional Information: - The candidate should have minimum 5 years of experience in Genesys Contact Center - This position is based at our Bengaluru office. - A 15 years full time education is required.




15 years full time education