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 :

NA

Minimum 3 Year(s) Of Experience Is Required

Educational Qualification :

15 years full time educationSummary: As an Infra Tech Support Practitioner, you will engage in the ongoing technical support and maintenance of production and development systems and software products. Your typical day will involve addressing technical issues, providing solutions, and ensuring the smooth operation of various platforms. You will work both remotely and onsite, collaborating with team members to implement technology effectively across server and network areas. Your role will require you to troubleshoot hardware and software problems, ensuring that all configured services operate within defined models and processes. Roles & Responsibilities:

• Responsible for handling day-to-day contact center operations, requirements, and issues
• Provide L2 support for operational activities including basic troubleshooting of associated services on Genesys Cloud Professional & Technical Skills:
• Sound technical knowledge and hands-on experience on Genesys Cloud solutions.
• Implementation and maintenance of the Genesys Cloud solutions
• Ability to solve complex technical issues within the Contact Center.
• Thorough knowledge and well versed with Genesys Cloud application and Oracle SBCs
• Extensive experience in resolving contact center related issues.
• Knowledge of IVR, routing and reporting concepts including monitoring tools
• Management and troubleshooting of complex client contact center environments.
• Implement the changes/network as applicable, test the changes and handover to customer.
• Expertise on ITIL processes and project management.
• Hands-on experience on Genesys Pure cloud solutions and support and AWS cloud platform knowledge is preferred.
• Candidate is expected to work with their internal telecom, infra groups support cloud implementation.
• Genesys cloud WEBRTC with SIP flows
• Hands on PureCloud Technology suite applications and Oracle SBC and ECB.
• Hands-on experience on developing flows using Genesys Architect
• Hands on in Web Services Integration (3rd party)
• Hands on in Custom Reports (Rest API)