Contact Center Support engineer
Infosys APAC
Job Description
Job Description
\nJob Details:
\nMust Have Skills:
\nContact Center Support Engineer (L1)
\nContact Center Operations Support experience.
\nMicrosoft Dynamics 365 Contact Center knowledge (preferred).
\nHands-on experience in at least one contact center platform:
\n· Microsoft Dynamics 365 CC
\n· Genesys Cloud
\n· Amazon Connect
\n· NICE CXone
\nUser-level troubleshooting and fault isolation.
\nUnderstanding of voice and digital contact center workflows.
\nIncident and Service Request Management.
\nStrong communication and stakeholder management skills.
Nice to Have Skills:
Contact Center Support Engineer (L1)
IVR troubleshooting.
\nSIP/VoIP fundamentals.
\nContact center reporting and monitoring.
\nNetwork troubleshooting (WAN/LAN, CCNA knowledge).
\nCRM integration awareness.
\nAzure Communication Services exposure.
\nMicrosoft Dynamics Omnichannel experience.
\nCertification in any Contact Center platform.
Detailed Job Description
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Contact Center Support Engineer (L1)
\nServe as the first point of contact for contact center support incidents and service requests.
\nPerform user-level troubleshooting and fault isolation across voice, chat, email, and digital channels.
\nMonitor contact center operations and identify service-impacting issues.
\nLog, classify, prioritize, and track incidents through resolution.
\nEscalate complex issues to L2/L3 support teams with appropriate diagnostics and documentation.
\nCoordinate with business users, operations teams, telecom teams, and technology stakeholders.
\nSupport agent desktop, routing, IVR, omnichannel, and reporting-related issues.
\nMaintain knowledge articles, operational runbooks, and support documentation.
\nParticipate in shift-based and on-call support as required
Minimum Years of Experience
\n3 years for Contact Center Support Engineer (L1)
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Certifications Needed:
\nAny Contact Center certification for Contact Center Support Engineer (L1)
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Top 3 responsibilities you would expect the Subcon to shoulder and execute
\n1. Incident Management
\n2. SLA and KPI adherence
\n3. Customer interactions phone/email/Chat
\nInterview Process (Is face to face required?)
\n Face to Face
Any additional information you would like to share about the project specs/ nature of work
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