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 7.5 Year(s) Of Experience Is Required

Educational Qualification :

15 years full time educationSummary: 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: o Lead end-to-end architecture and solution design for Genesys Cloud deployments. o Translate business and functional requirements into scalable and maintainable technical solutions. o Align platform designs with compliance, security, and operational standards.
• Implementation and Configuration: o Oversee the technical implementation of Genesys Cloud features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM. o Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases).
• Platform Leadership and Governance: o Serve as the Subject Matter Expert (SME) for Genesys Cloud CX. o Define and enforce best practices in design, configuration, and deployment. o Participate in platform governance, change management, and solution lifecycle planning.
• Mentorship and Collaboration: o Provide guidance, training, and mentoring to internal teams and stakeholders. o Collaborate with cross-functional teams such as security, network, platform engineering, and architecture.
• Continuous Improvement: o Stay current with emerging Genesys Cloud features and industry trends. o Proactively recommend and implement improvements to optimize performance and customer experience.
• Issue Management and Support: o Troubleshoot complex issues in production and staging environments. o Support escalation processes and provide hands-on technical support when needed.
• Documentation and Compliance: o Maintain thorough documentation of architecture, designs, configurations, and change logs. o Ensure all solutions meet regulatory, security, and privacy standards. ________________________________________ Required Qualifications & Skills:
• Education: o Bachelors 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.