Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support. Must have skills : Genesys Voice Platform Good to have skills : NA Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education

Summary: We are looking for a Genesys Cloud Engineer with 6+ years of experience in Genesys Cloud CX, Contact Center Operations, Unified Communications, and AIenabled Customer Experience. The ideal candidate will support the implementation, administration, and optimization of Genesys Cloud CX while leveraging AIpowered capabilities, automation, cloud integrations, and omnichannel technologies to deliver exceptional customer experiences.

The role requires handson expertise in Genesys Cloud, IVR, ACD, Microsoft Teams Voice, CRM integrations, cloud telephony, and exposure to AI technologies such as Genesys AI, Microsoft Copilot, Azure OpenAI, and Conversational AI.

Roles & Responsibilities: Genesys Cloud CX Operations Administer and support Genesys Cloud CX environments, including Architect Flows, IVR, ACD, queues, routing profiles, and omnichannel channels (Voice, Chat, Email, Messaging). Manage user provisioning, call routing, call recording, reporting, quality management, and workforce engagement features. Support SIP Trunking, BYOC Cloud/Premises, SBC integrations, and telephony troubleshooting. Perform incident, problem, change, and release management while ensuring platform availability.