Application Support Engineer

  

Project Role :Application Support Engineer

Project Role Description :Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills :Cloud Contact Center Implementation

Good to have skills :NAMinimum
3 year(s) of experience is required

Educational Qualification :15 years full time education
Summary:We are seeking a dynamic and detail-oriented Analyst to join our team as a Solution Architect specializing in Data Network and Cloud Contact Center solutions. This role focuses on solutioning innovative, scalable, and secure solutions to enhance the customer experience. The Analyst will work closely with stakeholders, technology teams, and business units to align business requirements with strategic global solutions.
Roles & Responsibilities:Solution Design and ArchitectureAssist in designing end-to-end cloud contact center solutions leveraging platforms like AWS Connect, Genesys Cloud, or Cisco.Collaborate on the integration of data analytics and AI/ML capabilities (e.g., chatbots, sentiment analysis, real-time transcription).Define technical architecture for data pipelines, integrations, and reporting tools to support contact center solutions.Ensure solutions meet industry-specific compliance and security standards.Data-Driven InsightsEvaluate and recommend global network topologies to support multi-region cloud deployments.Collaborate with telecom providers and internal teams to design and implement MPLS, Direct Connect, or VPN-based solutions for secure data transmissionCollaboration and CommunicationWork with cross-functional teams, including voice architects, developers, and operations, to deliver tailored client solutions.Gather requirements from stakeholders to translate business needs into technical specifications.Prepare and deliver presentations on proposed architectures and solutions.Continuous LearningStay updated on emerging trends in cloud technologies, AI, and contact center innovations.Provide recommendations on adopting new tools or features to improve business outcomes.Professional & Technical Skills:

- Must To Have
Skills:

Proficiency in Cloud Contact Center Implementation.- Strong understanding of cloud-based contact center solutions.- Experience in troubleshooting and resolving technical issues in a contact center environment.- Knowledge of telephony systems and call routing technologies.- Hands-on experience in configuring and optimizing contact center software solutions.Technical SkillsBasic knowledge of cloud contact platforms (e.g., AWS, Azure, GCP) and services like Lambda, S3, DynamoDB, or equivalent.Familiarity with IVR systems, call routing, and voice technologies.Proficiency in data visualization tools such as Visio, Power BI, or similar platforms.Soft SkillsStrong analytical and problem-solving skills.Excellent communication and presentation skills.Detail-oriented with the ability to multitask in a fast-paced environment.Team player who collaborates effectively with diverse groups. Education and ExperienceBachelors degree in Computer Science, Information Technology, or a related field.3-4 years of experience in a similar role or internship in cloud/contact center technology is a plus.Certifications in AWS, Azure, or relevant platforms are good to have.- This position is based at our Bengaluru office.- A 15 years full time education is required.
 Qualification 
15 years full time education