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 : Cloud Contact Center Operations
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
The Full Stack Cloud Contact Center Engineer is responsible for the operations and management of unified communications and contact center platforms. This role specializes in Contact Center/ACD functionality, operations of Genesys Engage, Cisco UCCX/UCCE, and Avaya, as well as adjunct technologies such as recording systems, WFM, dialers, CRM, and SBC. The engineer leverages automation, scripting, and Agentic AI frameworks to ensure resilient, secure, and efficient UC and contact center operations with proactive observability and continuous improvement.
Roles & Responsibilities:
- Operate, monitor, and maintain Contact Center/ACD functionality across Genesys Engage, Cisco UCCX/UCCE, and Avaya platforms.
- Manage and support unified communications environments, ensuring up time, call flow integrity, and capacity management.
- Administer adjunct systems (recording platforms, WFM, dialers, CRM integrations, SBC) to ensure end-to-end service quality.
- Implement and maintain call routing, IVR flows, queues, skills, and policies aligned to operational requirements.
- Automate operational tasks, deployments, and configuration changes using scripting and CI/CD pipelines.
- Continuously monitor, troubleshoot, and optimize UC and contact center infrastructure using observability and management tools.
- Apply AI-aided UC and contact center observability tools for quality analytics, anomaly detection, and predictive insights.
- Apply Agentic AI frameworks to enhance real-time observability, automated remediation, and experience management across UC and contact center journeys.
- Ensure compliance with operational standards, service SLAs, security policies, and regulatory requirements.
- Mentor support teams and collaborate with product and business stakeholders.
Professional & Technical Skills:
- Strong understanding of Contact Center/ACD concepts (IVR, skills-based routing, queues, call flows, reporting).
- Hands-on experience operating Genesys Engage, Cisco UCCX/UCCE, and/or Avaya platforms.
- Experience with adjunct systems (recording, WFM, dialers, CRM, SBC) and their integrations.
- Experience in automation and scripting (Python, Node.js, TypeScript, or similar).
- Experience with UC and contact center observability and management tools.
- Experience with AI-aided UC observability and management tools.
- Understanding of Agentic AI frameworks for operations and experience management.
- Ability to troubleshoot complex incidents across telephony, platform services, and integrations.
- Excellent communication and collaboration skills.
Certifications (Required/Preferred):
- Genesys Engage or Genesys Cloud CX Certifications
- Cisco Certified Specialist Collaboration (UCCX/UCCE)
- Avaya Certified Specialist
- SBC/VoIP Vendor Certifications (e.g., AudioCodes, Ribbon)
- CRM Platform Certifications (e.g., Salesforce Administrator)
- PCEP Certified Entry-Level Python Programmer
Additional Information:
- The candidate should have minimum 4-5 years of experience as Cloud Contact Center support engineer.
- This position is based at our Bangaluru/Gurgaon/Pune office.
- A 15-year full-time education is required.
-- Resource needs to be AI Ready.
- AI Powered Tech Talent
Pune
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