Mission

Design, deploy, and operate the Azure cloud infrastructure for the AI Service Desk platform. Integrate telephony (Azure Communication Services), implement identity & security controls, and manage DevOps pipelines and production monitoring.

Context of intervention

Within IT Infrastructure & Global Services, the programme requires a production-grade Azure environment to host the AI Service Desk agent. The Azure/Infra Engineer is responsible for the infrastructure foundation, telephony integration, identity management, security compliance, and operational monitoring across Phases 1 and 2, with minimal intervention in Phase 3.

Object of prestation

− Set up Azure production environment (App Service / AKS, networking, Key Vault, secrets management)

− Integrate Azure Communication Services for telephony and IVR routing

− Implement identity & security: AMID + SMS (Phase 1), Azure AD SSO + MFA (Phase 2)

− Build CI/CD pipelines (Azure DevOps) and monitoring (Application Insights, alerts)

− Support DPIA, penetration testing, and CISO security review (Phase 2)

− Ensure platform scaling and high availability

Results to get (deliverables)

− Azure production infrastructure (ARM/Bicep templates)

− Telephony integration (ACS, IVR routing, WebSocket)

− Identity & access management configuration

− CI/CD pipeline and deployment automation

− Monitoring dashboards and alerting rules

− Security documentation (DPIA input, pen test remediation)

Competences required

− Microsoft Azure (App Service, AKS, Communication Services, Key Vault, Virtual Network)

− Infrastructure as Code (ARM templates, Bicep)

− Azure DevOps (CI/CD pipelines, release management)

− Identity & Access Management (Azure AD, SSO, MFA, RBAC)

− Telephony / VoIP / SIP (Azure Communication Services)

− Security hardening, DPIA, penetration test coordination

− AI-augmented development (Claude Code, Cursor)

− English: B2 minimum.

Technical perimeter

− Azure App Service / AKS, Key Vault, VNet

− Azure Communication Services (ACS)

− Azure AD, Entra ID

− Azure DevOps, ARM/Bicep

− Application Insights, Log Analytics

Relations : AI Architect, CISO / Security team, AM Infrastructure

Limits of prestation : No AI/ML development. No ServiceNow API integration. Infrastructure must comply with the client Azure governance policies.