Cloud Infrastructure Engineer

We are seeking a skilled, motivated & self-driven Cloud Infrastructure Engineer to manage, optimize, and support our cloud-based solutions, including Office 365 Suite, Microsoft Intune MDM, and Genesys Cloud Contact Center. The ideal candidate will have a strong technical background in cloud technologies, excellent problem-solving skills, and the ability to work collaboratively with cross-functional teams to ensure seamless IT operations and user satisfaction.

Key Responsibilities:

Office 365 Suite Management:

• Administer and support Office 365 applications (Exchange Online, SharePoint, Teams, OneDrive, etc.).
• Manage user accounts, licenses, and permissions within the Office 365 environment.
• Troubleshoot and resolve email, collaboration tools, and productivity application issues.
• Implement and enforce security policies across Office 365 applications (Exchange Online, SharePoint, Teams, OneDrive, etc.).
• Manage Microsoft security & Compliance portfolio ( Defender, Purview, compliance)
• Monitor system performance and ensure high availability of Office 365 services.

Microsoft Intune MDM Administration:

• Configure and manage mobile device management (MDM) policies using Microsoft Intune.
• Enroll, monitor, and secure corporate devices (Windows, iOS, Android) across the organization.
• Deploy and manage applications, profiles, and compliance policies via Intune.
• Troubleshoot device enrollment, configuration, and synchronization issues.
• Ensure compliance with organizational security standards and regulatory requirements.

Genesys Cloud Contact Center Solution:

• Administer and maintain the Genesys Cloud Contact Center platform.
• Configure IVR, call routing, queues, workforce management, and reporting.
• Troubleshoot voice, chat, email, and SMS channel issues within Genesys Cloud.
• Work closely with business teams to optimize customer experience and agent productivity.
• Ensure integration with CRM, third-party applications, and analytics tools.

General Cloud Infrastructure Management:

• Collaborate with IT teams to design, implement, and maintain cloud-based solutions.
• Monitor cloud environments for performance, security, and cost optimization.
• Automate routine tasks using PowerShell, Python, or other scripting tools.
• Stay updated on emerging cloud technologies and recommend improvements to existing systems.

User Support and Training:

• Train the L1 team in cloud-based applications and services.
• Develop and deliver training materials to help users maximize the value.
• Act as a point of escalation for complex technical issues.

Security and Compliance:

• Implement and enforce security best practices across all cloud platforms.
• Ensure compliance with industry standards and security best practices.
• Respond to and mitigate security incidents in a timely manner.

Qualifications:

Education: Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).

Experience:

• 5+ years of experience managing Office 365 Suite and Microsoft Intune MDM.
• 2+ years of experience with Genesys Cloud Contact Center or similar contact center solutions.
• Proven experience in cloud administration, security, and troubleshooting.

Technical Skills:

• Proficiency in Office 365 administration (Exchange Online, SharePoint, Teams, etc.).
• Hands-on experience with Microsoft Intune for MDM and endpoint management.
• Knowledge of Genesys Cloud Contact Center configuration and administration.
• Familiarity with PowerShell scripting for automation and management tasks.
• Understanding of cloud security principles and best practices.
• Experience with Azure Active Directory (AAD) and identity management is a plus.

Soft Skills:

• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Customer-focused mindset with a commitment to delivering high-quality support.

Certifications (Preferred):

• Microsoft 365 Certified: Enterprise Administrator Expert
• Microsoft Certified: Intune Administrator Associate
• Genesys Cloud Certified Professional