Support and facilitate as subject matter expert during client solutions discussions as appropriate in the IT infrastructure / cloud Contact Centre space. Work with the support teams to review the existing build (network, IP telephony, Cloud infrastructure etc.) and liaise with business process owners and Technology Operations for a consistent, standard architecture for the contracts. Participate in root cause analysis with internal teams, vendor and client technical teams. Work with respective support teams to help identify action Items and corrective action for further improvements. Maintain documentation for continuous service improvement and knowledge base of technical resolutions for common or recurring problems. Mentor team members. Actively support leads for new sales proposals