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 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: As an Infra Tech Support Practitioner, you will engage in the ongoing technical support and maintenance of production and development systems and software products. Your typical day will involve addressing technical issues, providing solutions, and ensuring the smooth operation of configured services across various platforms. You will work both remotely and onsite, collaborating with team members to enhance system performance and reliability while adhering to established operating models and processes. Your role will also include troubleshooting hardware and software issues, ensuring that all systems function optimally to meet organizational needs.. Roles & Responsibilities: - Expected to perform independently and become an SME. - Required active participation/contribution in team discussions. - Contribute in providing solutions to work related problems. - Assist in the implementation of technology at the operating system level across all server and network areas. - Provide hardware and software support for various software solutions and vendors. - Engage in basic and intermediate level troubleshooting to resolve technical issues. - Document and track support requests to ensure timely resolution and follow-up. Professional & Technical Skills: • Sound technical knowledge and hands-on experience on Genesys Cloud solutions. • Implementation and maintenance of the Genesys Cloud solutions • Ability to solve complex technical issues within the Contact Center. • Thorough knowledge and well versed with Genesys Cloud application and Oracle SBCs • Extensive experience in resolving contact center related issues. • Knowledge of IVR, routing and reporting concepts including monitoring tools • Management and troubleshooting of complex client contact center environments. • Implement the changes/network as applicable, test the changes and handover to customer. • Expertise on ITIL processes and project management. • Hands-on experience on Genesys Pure cloud solutions and support and AWS cloud platform knowledge is preferred. • Candidate is expected to work with their internal telecom, infra groups support cloud implementation. • Genesys cloud WEBRTC with SIP flows • Hands on PureCloud Technology suite applications and Oracle SBC and ECB. • Hands-on experience on developing flows using Genesys Architect • Hands on in Web Services Integration (3rd party) • Hands on in Custom Reports (Rest API) Additional Information: - The candidate should have minimum 3 years of experience in Genesys Contact Center QM. - This position is based at our Bengaluru office. - A 15 years full time education is required.

15 years full time education

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Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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