Cloud Support Engineer

ARA Resources Pvt. Ltd.; Pune District; Sur place; INR 2 500 000 - 4 000 000; Plein temps

Résumé du poste

ARA Resources Pvt. Ltd. is seeking a Genesys Voice Platform expert to provide technical support and ensure system stability. The role focuses on diagnosing issues and delivering effective resolutions to maintain high service levels.

The candidate will participate in incident management, integration with enterprise apps, and support for AI features like Predictive Routing and Virtual Agents, contributing to superior customer experience.

Qualifications

• 8-12 years of experience in Genesys Voice Platform.
• Hands‑on experience with Genesys Cloud administration.
• Strong troubleshooting and analytical skills.
• Excellent communication and customer‑facing abilities.
• Bachelor's Degree in Engineering or related field.

Responsabilités

• Provide L1–L2 technical support for infrastructure and applications.
• Act as the primary interface with users to diagnose issues.
• Ensure service stability and quality support across platforms.
• Manage user provisioning and call routing.
• Support SIP Trunking and telephony troubleshooting.
• Perform incident and problem management.
• Integrate Genesys Cloud with various enterprise applications.
• Support AI capabilities such as Predictive Routing and Virtual Agents.

Connaissances

Genesys Voice Platform

Genesys Cloud administration

Troubleshooting

Analytical skills

Communication

Formation

Bachelor's Degree in Engineering

Outils

AWS

Azure

ITIL framework

Genesys Cloud certifications

Description du poste

About ARA's Client – Leading Technology Firm

ARA's Client is a prominent player in the technology sector, known for their innovative solutions and commitment to excellence. They focus on delivering transformative services to clients across various industries. The organization foster a culture of collaboration and continuous improvement, making it an ideal workplace for talented professionals.

Role Summary

They are seeking a Genesys Voice Platform expert who will provide technical support and ensure the stability of their systems. The ideal candidate will play a crucial role in diagnosing issues and delivering effective resolutions.

Key Responsibilities

• Provide L1–L2 technical support for infrastructure and applications.
• Act as the primary interface with users to diagnose issues.
• Ensure service stability and quality support across platforms.
• Manage user provisioning and call routing.
• Support SIP Trunking and telephony troubleshooting.
• Perform incident and problem management.
• Integrate Genesys Cloud with various enterprise applications.
• Support AI capabilities such as Predictive Routing and Virtual Agents.

Must-Have Qualifications

• 8-12 years of experience in Genesys Voice Platform.
• Hands‑on experience with Genesys Cloud administration.
• Strong troubleshooting and analytical skills.
• Excellent communication and customer‑facing abilities.
• Bachelor's Degree in Engineering or related field.

Nice to Have

• Experience with AWS or Azure.
• Familiarity with ITIL framework.
• Certifications in Genesys Cloud or Microsoft Azure.
• Exposure to AI technologies.
• Strong ownership mindset.
• Ability to work collaboratively.
• Passion for customer experience transformation.

Why Join Us

• ARA's Client offers a dynamic work environment focused on innovation.
• They provide opportunities for professional growth and development.
• The organization values diversity and inclusion.
• Employees can make a significant impact on client success.