Contact Centre Operations and Solutions Lead

Infosys

5 - 10 years

Bengaluru

Posted: 01/06/2025

Job Description

Responsibilities

• Minimum of 5-10 years of progressive experience in Contact Center network operations, with significant hands on experience managing AVAYA, NICE, Genesys & Five9 Contact Center & Unified Communication Systems • Deep Understanding of OS, Network & VoIP protocols: Linux, TCP/IP, VLANs, WAN, DHCP, SNMP, NTP, SIP, H.323, H.248, WebRTC, Computer Telephony Integration, PSTN • Proven experience leading and managing teams of network engineers. • SBC, Firewall, NAT traversal, Troubleshoot Packet Loss, Delay, Codecs • Having experience Solutioning of contact center environments, CTI, PBX, ACD, IVR, CRM, Web technologies: HTTP/XML/ASP/JSP, web servers • Experience with Contact Center Environment: Contact Center Agents Floor, IP Phones, Digital Phones, Unified Communications, Presence, Speech to Text, Text to Speech, Speech Recognition, Voice & Screen Recording, Quality Management, Quality Assurance, Data Analytics, Reports for Business Insight • Experience working on Contact center architecture (Five9 Customer Journey, Global Voice, Intelligent Omnichannel Routing, Digital Engagement, Unified Communications, Agent Desktop, CRM, Agent Assist, Customer Journey Tools, Reporting Analytics, API’s, SDK’s, Workflow Automation, WFO, Engagement Workflow, Supervisor Tools ) • Experience working on Contact center architecture (Genesys AI Powered Cloud CX, EX, Genesys Edge Series, Genesys Predictive Routing ) • Experience working on NICE Contact center Solutions (CXOne, Customer Service Automation, AI for Customer Experience, Digital & Self Service, Journey Orchestration & Routing, Work Force Engagement & Management, CX Analytics, Agent Assist, Open Cloud Platform ) • Transformation to AI : AI based Contact Center Operations using VoiceBot, BioMetrics • Communication: Strong Verbal & Written communication skills and the ability to collaborate effectively with colleagues and customers.

Technical Requirements

Not Available

Preferred Skills

Domain->Network->Contact Center Unified Communication

Technology->Infrastructure-Contact Center->CTI concepts

Technology->Network->Avaya

Technology->Network-VoIP->Avaya-VoIP->VoIP

Technology->Network->Unified Communications->Avaya UC

Additional Responsibilities

Not Available

Educational Requirements

Master of Science (Technology),MBA,MTech,Bachelor Of Comp. Applications,Bachelor Of Science (Tech),Bachelor of Engineering,BTech

About Company

Infosys is a global leader in next-generation digital services and consulting, headquartered in Bangalore, India. Founded in 1981, the company provides IT services, business consulting, and outsourcing solutions to clients across more than 50 countries. Infosys is known for its strong emphasis on innovation, enterprise transformation, and sustainability, and has been instrumental in driving large-scale digital transformation for some of the world’s leading organizations. With a robust portfolio that spans cloud computing, artificial intelligence, cybersecurity, and enterprise solutions, Infosys continues to be a trusted technology partner for businesses navigating the digital age.