Akkodis is seeking an Infra Tech Support Practitioner for a contract position with a client in Montreal (Hybrid), and ideally looking for experience with L1 and L2 troubleshooting and Genesys Call Center SIP Telephony

Position: Infra Tech Support Practitioner

Location: Montreal (Hybrid)

Contract

Genesys Cloud Infra Support (Onshore SME)

o Provide ongoing technical support and maintenance for Genesys cloud production and development systems and software products (remote and onsite).

o Support and implement technology at the OS level across servers, networks, and software platforms.

o Offer software support and handle L1 and L2 troubleshooting

o Act as a Subject Matter Expert (SME) in infrastructure technology support.

o Collaborate with and manage the technical support team; make decisions on behalf of the team.

o Maintain expert proficiency in Genesys Call Center SIP Telephony.

o Demonstrate expert-level skills in Genesys cloud Infrastructure Operations.

o Collaborate with cross-functional teams to improve contact center infrastructure efficiency.

o Train and guide team members on best practices in call center telephony management.

Responsibilities:

• As an Infra Tech Support Practitioner, you will be responsible for providing 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.
• 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.
• Expected to be an SME, collaborate and manage the team to perform. Responsible for team decisions.
• Engage with multiple teams and contribute on key decisions.
• Provide solutions to problems for their immediate team and across multiple teams.
• Expert proficiency in Genesys Call Center SIP Telephony is required.
• Expert level of proficiency in IT Infrastructure Operations is recommended. Develop and implement strategies to optimize call center operations using Genesys Call Center SIP Telephony Troubleshoot and resolve complex technical issues related to call center telephony systems
• Collaborate with cross-functional teams to enhance the efficiency of the contact center infrastructure
• Provide training and guidance to team members on best practices for call center telephony management