Infra Tech Support Practitioner

ConfidentialJaipur

30+ days ago

Job description

Job Description

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 ski lls :

Unified Communication and Collaboration Operations

Good to have skills : NA

Minimum 3 year(s) of experience is required

Educational Qualification : 15 years full time education

Job Summary :

As a Technology OpS Support Practitioner , you will be responsible for ensuring the integrity and governance of systems, applying best practices for delivering services. You will develop, deploy, and support infrastructures, applications, and technology initiatives from both an architectural and operational perspective, in line with existing standards and delivery methods. Your role will involve ensuring the smooth functioning of systems, implementing best practices, and collaborating with various teams to deliver high-quality services.

Roles & Responsibilities :

Subject Matter Expert (SME) : Expected to perform independently and provide leadership in your area of expertise.

Team Leadership : Collaborate with and manage your team to ensure optimal performance and outcomes.

Cross-team Collaboration : Engage with multiple teams to contribute to key decisions and provide solutions to problems both within your team and across other teams.

System Integrity & Governance : Ensure the integrity and governance of systems by applying best practices and following existing standards.

Best Practice Implementation : Implement industry best practices for delivering high-quality services and operational efficiency.

Issue Resolution : Manage and resolve any issues or challenges that arise during the project or service lifecycle.

Industry Trends : Stay updated with the latest trends and advancements in the technology and service delivery landscape.

Continuous Improvement : Contribute to the development and improvement of existing standards and delivery methods.

Professional & Technical Skills :

Must-Have Skills :

Proficiency in Cisco Contact Center Technology Implementation .

Hands-on experience with Cisco Unified Contact Center Enterprise (UCCE) , CUCM , Cisco Voice Portal (CVP) , and voice gateways .

Strong knowledge and hands-on experience with Cisco UCCE and CUCM Architecture and deployment models.

Practical experience in Cisco UCCE Call Flow Scripts .

Hands-on experience in Cisco CVP Scripting .

Expertise in troubleshooting UCCE , CUCM , and CVP -related issues.

Experience with CVP Micro Applications and VXML Application development.

Knowledge and hands-on experience with VXML Gateway configuration and troubleshooting.

Familiarity with Cisco WebEx Enterprise and AWS Connect cloud telephony.

Experience with Cisco Unified Intelligence Center (CUIC) Reporting.

Good to Have Skills :

Knowledge of cloud-based telephony systems such as AWS Connect .

Experience with Cisco WebEx deployments in enterprise environments.

Additional Information :

Experience : A minimum of 5 years of experience in Contact Center Technology Implementation .

Location : This position is based at our Gurugram office.

Education : A minimum of 15 years of full-time education is required.

Skills Required

Webex, Cucm, Ucce

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Tech Support • Jaipur

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