Lead-IT & Contact Centre Infrastructure

Department:

About the Company:

At nurture.farm, we are putting the farmer at the centre of everything we do. We are building a more resilient and sustainable farming ecosystem by reducing risks and improving the quality of life for the farmers and their families through digitization of the farming life cycle, financial inclusion of the farming community, and affordable timely access to products, technologies, advisory and services.

We are a technology-led organization, focused on bringing scalable and sustainable solutions to the farming ecosystem. We are a young entrepreneurial startup that wants to learn, create and adapt every day. We aspire to create a happy and productive workplace for our employees, that embodies respect and transparency in every part of the organization.

Position Overview

The Lead – IT & Contact Centre Infrastructure will be responsible for overseeing and managing the organization’s IT infrastructure, end-user support, and Contact Centre systems. This role combines leadership of core IT functions such as network, device, and asset management with administration and optimization of the Contact Centre technology ecosystem (Genesys Engage and related systems). The role ensures infrastructure reliability, system scalability, security compliance, and operational excellence across all IT and Contact Centre environments.

Key Responsibilities

1. IT Infrastructure & End-User Support

• Oversee and manage IT infrastructure, office networks, and end-user systems.
• Manage MDM (Intune/SureMDM) for device enrollment, configuration, compliance, and data security.
• Maintain comprehensive IT asset management covering hardware, software, and licenses.
• Administer G Suite / O365 – including user accounts, roles, permissions, and data access.
• Ensure endpoint protection, encryption, and adherence to IT security policies.
• Handle incident management (P1/P2), coordinate with vendors, and document RCAs.
• Provide L1/L2 end-user support for hardware, software, and connectivity issues.
• Manage IT projects, upgrades, and vendor relationships while improving IT processes and user satisfaction.

2. Contact Centre Infrastructure Management

• Administer and maintain the Genesys Engage contact centre platform and integrated systems.
• Configure and optimize routing strategies, agent skills, queues, IVR call flows, and CRM integrations.
• Monitor platform health, session utilization, and performance metrics; ensure high availability.
• Manage change control, version upgrades, and release rollouts with proper documentation.
• Handle incident and problem management (L2/L3 support) for Contact Centre operations.
• Ensure real-time and historical reporting via Genesys CCPulse+, Pulse, or Info Mart.
• Support automation, integration, and enhancement initiatives across CRM, ticketing, and telephony systems.

3. Security & Compliance

• Enforce IT and data security policies, including user access, password, and account management.
• Ensure compliance with internal policies, regulatory standards (PCI DSS, GDPR), and audit requirements.
• Manage encryption configurations, audit logs, and data protection measures.
• Support and participate in IT and security audits, implementing corrective measures when required.

4. Operational Excellence & Vendor Management

• Serve as the single point of contact for critical IT and Contact Centre incidents.
• Maintain SOPs, technical documentation, and knowledge base articles.
• Coordinate with internal teams and vendors for system improvements and issue resolution.
• Drive continuous improvement initiatives to enhance system performance and user experience.

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 5–8 years of experience in IT Infrastructure or Contact Centre Application Management.
• Proven hands-on experience with:
• MDM platforms (Intune, SureMDM)
• G Suite / O365 administration
• Genesys Engage components (SIP Server, T-Server, URS, Config Server, Stat Server, CCPulse, Pulse)
• Strong understanding of IT asset management, incident management, and IT security practices.
• Familiarity with ITIL / ITSM frameworks and ticketing systems.
• Knowledge of networking, VoIP, SIP, RTP, and system integration with CRM or WFM tools.

Preferred Skills

• Experience with Genesys Cloud CX or hybrid environments.
• Cloud platform exposure (Google Cloud, Microsoft 365).
• Experience handling IT audits and compliance processes.
• Strong analytical, troubleshooting, and stakeholder management abilities.
• Proven experience in vendor and project management.