Application Support Engineer

Project Role : Application Support Engineer

Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Must have skills : Unified Communication and Collaboration Operations, CISCO IP Phone, Genesys

Good to have skills : NA

Minimum 3 Year(s) Of Experience Is Required

Educational Qualification : 15 years full time education

Summary:

As an Application Lead, you will lead the effort to design, build, and configure applications, acting as the primary point of contact. Your typical day will involve collaborating with various teams to ensure that applications meet user needs and business objectives. You will engage in problem-solving discussions, provide guidance to team members, and oversee the implementation of application features, ensuring that projects are delivered on time and within scope. You will also be responsible for maintaining effective communication with stakeholders to align project goals and expectations, fostering a collaborative environment that encourages innovation and efficiency.

Roles & Responsibilities:

• Expected to be an SME.
• Collaborate and manage the team to perform.
• Responsible for team decisions.
• Design, configure, deploy, and maintain Cisco IP Telephony solutions (CUCM, Unity, Expressway, etc.).
• Administer and support Genesys Contact Center solutions (Cloud or On-Prem).
• Collaborate with global vendors and internal stakeholders to ensure seamless communication services across regions.
• Monitor, troubleshoot, and resolve complex telephony and contact center issues.
• Oversee integration between telephony systems and other enterprise applications (e.g., CRMs, ticketing systems).
• Support and manage video conferencing platforms (Cisco Webex, Zoom, Microsoft Teams Rooms, etc.).
• Ensure systems are compliant with company security policies and telecom regulations.
• Participate in telecom transformation projects, migrations, and global rollouts.
• Create and maintain documentation for system configurations, procedures, and processes.
• Provide technical leadership in vendor evaluations and solution architecture.
  
  

Professional & Technical Skills:

• Must to Have Skills: Proficiency in Unified Communication and Collaboration Operations.
• 8+ years of hands-on experience with Cisco IP Telephony (CUCM, Unity, IM&P, Expressway, UCCX).
• Proven experience with Genesys Contact Center platforms (PureCloud, PureEngage, Cloud CX, etc.).
• Strong understanding of SIP, VoIP, QoS, network protocols, and telecom infrastructure.
• Experience working with global telecom and conferencing vendors.
• Familiarity with video conferencing systems (Cisco Webex, Zoom, Polycom, Microsoft Teams).
• Excellent problem-solving and analytical skills.
• Strong communication and stakeholder management abilities.
• Comfortable working in a fast-paced, multi-vendor, international environment.
• Certifications: Cisco CCNP Collaboration, Genesys Certifications, or equivalent.
• Experience with automation and scripting (Python, PowerShell) is a plus.
• ITIL foundation knowledge or certification.
  
  

Additional Information:

• The candidate should have minimum 5 years of experience in Unified Communication and Collaboration Operations.
• This position is based at our Bengaluru office.
• A 15 years full time education is required.