Technical Lead-Cloud & Infra Engg

Job Description

Area(s) of responsibility Solution Design & Architecture: Design and build efficient call flows using Genesys Architect. Architect scalable and future-ready omnichannel solutions. Lead migration projects (e.g., from on-prem to cloud platforms). Implementation & Optimization: Implement IVR, skill-based routing, callback queuing, and agent desktop integrations. Optimize IVR flows and self-service features using tools like Intent Analyzer. Oversee deployment and maintenance of Genesys components Building Conversational IVR, Chatbots and voicebots. Integration & Development: Integrate Genesys with CRM with CTI platforms Develop API services for system interactions. Collaborate with cross-functional teams for seamless integration with digital channels. Document configurations and support knowledge transfer. Skills with M/O flag are part of Specialization Think Holistically -PL3 (Behavioural) Win the Customer -PL3 (Behavioural) Availability Management -PL4 (Functional) IT Infrastructure -PL4 (Functional) Incident Management -PL4 (Functional) Capacity Management -PL3 (Functional) Service Catalogue Management -PL2 (Functional) One Birlasoft -PL3 (Behavioural) Service Level Management -PL3 (Functional) Results Matter -PL3 (Behavioural) Get Future Ready -PL3 (Behavioural) Help the tribe -PL3 (Behavioural) GCP-Administration - PL4 (Mandatory) GCP-DevOps - PL3 (Optional) Wintel Administration - PL3 (Optional) Linux administration - PL3 (Optional) GCP-IaC - PL4 (Mandatory)