Infra. Technology Specialist
Cognizant
Date: 3 weeks ago
City: Coimbatore, Tamil Nadu
Contract type: Full time
Job Summary
We are seeking an experienced Infra. Technology Specialist with 5 to 9 years of experience to join our dynamic team. The ideal candidate will have expertise in Microsoft Teams Audio/Video Conferencing Cisco Unified Communication Manager Unified Communication - Avaya and Cisco IP Telephony. This hybrid role involves rotational shifts offering an opportunity to work on cutting-edge communication technologies and enhance our companys communication infrastructure.
Responsibilities
Provide L2/L3 support for incidents and service requests.
Provide technical & process related KT to team.
Coordinate and write technical papers articles standard operating procedure and best practices.
Responsible for administration and support of Genesys PureCloud (CCaaS)
Perform minor changes to GenesysCloud call flow.
Analyse call flows for root cause analysis of issue.
Configure and enforce call recording policies and routing/scheduling rules.
Design and implement call flows in RingCentral.
Create and manage users call handling and call queues in RingCentral Cloud (UCaaS) system
Deployment and configuration of Desk phone Softphone WebRTC and Mobile app for RingCentral.
Diagnose and resolve issues related to Genesys Cloud configurations workflows and integrations.
Participate with migration activities from on-prem to cloud and prepare BRD (CUCM -RingCentral)
Provide expert-level support for escalated technical issues ensuring timely resolution and minimal disruption to services.
Conduct root cause analysis for recurring issues and implement preventive measures.
Work with vendor support (Genesys & RingCentral)
Monitor system performance and ensure availability of Contact Center & Unified Communications platforms.
Work with business team to implement technical solutions.
Supporting emergency & holiday line closure.
Prepare performance report.
Actively join with business meetings and daily standup calls.
Production outage support.
Certifications Required
We are seeking an experienced Infra. Technology Specialist with 5 to 9 years of experience to join our dynamic team. The ideal candidate will have expertise in Microsoft Teams Audio/Video Conferencing Cisco Unified Communication Manager Unified Communication - Avaya and Cisco IP Telephony. This hybrid role involves rotational shifts offering an opportunity to work on cutting-edge communication technologies and enhance our companys communication infrastructure.
Responsibilities
Provide L2/L3 support for incidents and service requests.
Provide technical & process related KT to team.
Coordinate and write technical papers articles standard operating procedure and best practices.
Responsible for administration and support of Genesys PureCloud (CCaaS)
Perform minor changes to GenesysCloud call flow.
Analyse call flows for root cause analysis of issue.
Configure and enforce call recording policies and routing/scheduling rules.
Design and implement call flows in RingCentral.
Create and manage users call handling and call queues in RingCentral Cloud (UCaaS) system
Deployment and configuration of Desk phone Softphone WebRTC and Mobile app for RingCentral.
Diagnose and resolve issues related to Genesys Cloud configurations workflows and integrations.
Participate with migration activities from on-prem to cloud and prepare BRD (CUCM -RingCentral)
Provide expert-level support for escalated technical issues ensuring timely resolution and minimal disruption to services.
Conduct root cause analysis for recurring issues and implement preventive measures.
Work with vendor support (Genesys & RingCentral)
Monitor system performance and ensure availability of Contact Center & Unified Communications platforms.
Work with business team to implement technical solutions.
Supporting emergency & holiday line closure.
Prepare performance report.
Actively join with business meetings and daily standup calls.
Production outage support.
Certifications Required
- Cisco Certified Network Associate (CCNA) Collaboration Microsoft Certified: Teams Administrator Associate
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