Infra Tech Support Practitioner

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 :NAMinimum
7.5 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:Key Responsibilities:Architect and Design Genesys Cloud CX Solutions:oLead end-to-end architecture and solution design for Genesys Cloud deployments.oTranslate business and functional requirements into scalable and maintainable technical solutions.oAlign platform designs with compliance, security, and operational standards.Implementation and Configuration:oOversee the technical implementation of Genesys Cloud features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM.oConfigure and manage integrations with third-party platforms (e.g., CRM, ERP, databases).Platform Leadership and Governance:oServe as the Subject Matter Expert (SME) for Genesys Cloud CX.oDefine and enforce best practices in design, configuration, and deployment.oParticipate in platform governance, change management, and solution lifecycle planning.Mentorship and Collaboration:oProvide guidance, training, and mentoring to internal teams and stakeholders.oCollaborate with cross-functional teams such as security, network, platform engineering, and architecture.Continuous Improvement:oStay current with emerging Genesys Cloud features and industry trends.oProactively recommend and implement improvements to optimize performance and customer experience.Issue Management and Support:oTroubleshoot complex issues in production and staging environments.oSupport escalation processes and provide hands-on technical support when needed.Documentation and Compliance:oMaintain thorough documentation of architecture, designs, configurations, and change logs.oEnsure all solutions meet regulatory, security, and privacy standards.________________________________________Required Qualifications & Skills:

Education:oBachelors degree in Computer Science, Engineering, Telecommunications, or related field, or equivalent work experience.Experience
Additional Information:- The candidate should have minimum 7.5 years of experience in Genesys Contact Center QM.- This position is based at our Bengaluru office.- A 15 years full time education is required. Qualification 
15 years full time education