Infra Tech Support Practitioner

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

Job Description – Genesys Cloud Engineer (AIEnabled Contact Center & CCaaS)

Job Title
Genesys Cloud Engineer – AIEnabled Contact Center & Customer Experience (CCaaS)

Location: Pune
Experience: 6+ Years
Employment Type: FullTime



Role 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.



Key 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.

AIPowered Contact Center
Configure and support Genesys AI capabilities such as Predictive Routing, Agent Assist, Virtual Agents, and Chatbots.
Support integrations with Microsoft Copilot, Azure OpenAI, AI Assistants, and enterprise knowledge platforms.
Assist in implementing Conversational AI, Speech Analytics, and intelligent customer selfservice.
Support AIpowered reporting, customer insights, and operational analytics.

Cloud Integration & Automation
Integrate Genesys Cloud with Salesforce, ServiceNow, Microsoft Teams, and other enterprise SaaS applications.
Develop and support automation using REST APIs, Python, PowerShell, and workflow automation tools.
Assist with cloud deployments, upgrades, license management, backup, monitoring, and reporting.



Required Skills
Genesys Cloud CX Administration
Architect Flow Development
IVR, ACD & Omnichannel Routing
SIP, SBC & Cloud Telephony
Contact Center Operations
Workforce Engagement Management (WEM)
REST APIs & Integrations
CRM Integration (Salesforce, ServiceNow)
Incident & Problem Management
Reporting & Analytics



AI & Modern Technology Skills
Genesys AI
Predictive Routing
AI Agent Assist
Virtual Agents & Chatbots
Microsoft Copilot
Azure OpenAI (Exposure)
Conversational AI
Speech & Text Analytics
AIpowered Customer Insights
Python / PowerShell Automation
REST APIs & Workflow Automation



Preferred Skills
Microsoft Teams Calling
Cisco Unified Communications (CUCM)
AWS / Azure Cloud Fundamentals
BYOC Cloud / BYOC Premises
DevOps & CI/CD Basics
ITIL Foundation



Professional Attributes
Strong troubleshooting and analytical skills.
Excellent communication and customerfacing abilities.
Passion for AI, cloud technologies, and customer experience transformation.
Ability to work collaboratively with Network, Voice, Cloud, Security, and Application teams.
Automationfirst mindset with focus on continuous improvement and operational excellence.



Education
Bachelor's Degree in Engineering, Computer Science, Information Technology, Electronics, Telecommunications, or equivalent.


Experience
6+ years of experience in Contact Center, Unified Communications, or Voice Engineering.
Minimum 2–3 years of handson experience with Genesys Cloud CX administration and support.
Experience integrating Genesys Cloud with CRM, Microsoft Teams, and cloud platforms is preferred.
Exposure to AIenabled customer engagement and automation technologies is highly desirable.



Preferred Certifications
Genesys Cloud CX Professional Certification
Genesys Cloud CX Developer Certification
Microsoft Azure AI Fundamentals (AI900)
Microsoft Teams Administrator (MS700)
ITIL Foundation


Key Competencies
Genesys Cloud CX Administration
AIEnabled Contact Center Operations
Omnichannel Customer Engagement
Genesys AI & Conversational AI
Microsoft Copilot & Azure OpenAI Integration
Contact Center Automation
CRM & SaaS Integrations
Cloud Contact Center (CCaaS)
Intelligent Analytics & Reporting
Customer Experience Modernization