Technology Support Engineer

Accenture Infrastructure and Capital Projects, LLC; Pune District; On-site; INR 2,800,000 - 4,200,000; Full time

Job summary

Accenture Infrastructure and Capital Projects, LLC is seeking a Genesys Cloud Engineer with 6+ years of experience in Genesys Cloud CX, Contact Center Operations, Unified Communications, and AI-enabled Customer Experience.

You will support implementation, administration, and optimization of Genesys Cloud CX with AI-powered capabilities, automation, cloud integrations, and omnichannel tech to deliver exceptional customer experiences.

Qualifications

• 6+ years of experience in Contact Center, Unified Communications, or Voice Engineering.
• Minimum 2–3 years of handson experience with Genesys Cloud CX administration and support.
• Exposure to AIenabled customer engagement and automation technologies is highly desirable.
• Experience integrating Genesys Cloud with CRM, Microsoft Teams and cloud platforms.

Responsibilities

• Genesys Cloud CX Operations: Administer and support Genesys Cloud CX environments, including Architect Flows, IVR, ACD, queues, routing profiles, and omnichannel channels.
• Manage user provisioning, call routing, call recording, reporting, quality management, and workforce engagement features.
• Support SIP Trunking, BYOC Cloud/Premises, SBC integrations, and telephony troubleshooting.
• Perform incident, problem, change, and release management while ensuring platform availability.
• Configure and support Genesys AI capabilities such as Predictive Routing, Agent Assist, Virtual Agents, and Chatbots.

Skills

Genesys Cloud CX Admin

Architect Flows

IVR & ACD

SIP & SBC

Contact Center Ops

WEM

REST APIs

CRM Integration

Incident Mgmt

Reporting & Analytics

Python Automation

PowerShell

Education

15 years full-time education

Tools

Salesforce CRM

ServiceNow

Azure

Microsoft Teams

Job description

Project Role : Technology Support Engineer
Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.
Must have skills : Genesys Cloud AI
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
We are looking for a Genesys Cloud Engineer with 6+ years of experience in Genesys Cloud CX, Contact Center Operations, Unified Communications, and AIenabled Customer Experience. The ideal candidate will support the implementation, administration, and optimization of Genesys Cloud CX while leveraging AIpowered capabilities, automation, cloud integrations, and omnichannel technologies to deliver exceptional customer experiences.

The role requires handson expertise in Genesys Cloud, IVR, ACD, Microsoft Teams Voice, CRM integrations, cloud telephony, and exposure to AI technologies such as Genesys AI, Microsoft Copilot, Azure OpenAI, and Conversational AI.

Roles & Responsibilities:

• Genesys Cloud CX Operations
• Administer and support Genesys Cloud CX environments, including Architect Flows, IVR, ACD, queues, routing profiles, and omnichannel channels (Voice, Chat, Email, Messaging).
• Manage user provisioning, call routing, call recording, reporting, quality management, and workforce engagement features.
• Support SIP Trunking, BYOC Cloud/Premises, SBC integrations, and telephony troubleshooting.
• Perform incident, problem, change, and release management while ensuring platform availability.

AIPowered Contact Center

• Configure and support Genesys AI capabilities such as Predictive Routing, Agent Assist, Virtual Agents, and Chatbots.
• Support integrations with Microsoft Copilot, Azure OpenAI, AI Assistants, and enterprise knowledge platforms.
• Assist in implementing Conversational AI, Speech Analytics, and intelligent customer selfservice.
• Support AIpowered reporting, customer insights, and operational analytics.

Cloud Integration & Automation

• Integrate Genesys Cloud with Salesforce, ServiceNow, Microsoft Teams, and other enterprise SaaS applications.
• Develop and support automation using REST APIs, Python, PowerShell, and workflow automation tools.
• Assist with cloud deployments, upgrades, license management, backup, monitoring, and reporting.

Required Skills

• Genesys Cloud CX Administration
• Architect Flow Development
• IVR, ACD & Omnichannel Routing
• SIP, SBC & Cloud Telephony
• Contact Center Operations
• Workforce Engagement Management (WEM)
• REST APIs & Integrations
• CRM Integration (Salesforce, ServiceNow)
• Incident & Problem Management
• Reporting & Analytics

AI & Modern Technology Skills

• Genesys AI
• Predictive Routing
• AI Agent Assist
• Virtual Agents & Chatbots
• Microsoft Copilot
• Azure OpenAI (Exposure)
• Conversational AI
• Speech & Text Analytics
• AIpowered Customer Insights
• Python / PowerShell Automation
• REST APIs & Workflow Automation

Preferred Skills

• Microsoft Teams Calling
• Cisco Unified Communications (CUCM)
• AWS / Azure Cloud Fundamentals
• BYOC Cloud / BYOC Premises
• DevOps & CI/CD Basics
• ITIL Foundation

Professional & Technical Skills:

• Strong troubleshooting and analytical skills.
• Excellent communication and customerfacing abilities.
• Passion for AI, cloud technologies, and customer experience transformation.
• Ability to work collaboratively with Network, Voice, Cloud, Security, and Application teams.
• Automationfirst mindset with focus on continuous improvement and operational excellence.

Additional Information:

• 6+ years of experience in Contact Center, Unified Communications, or Voice Engineering.
• Minimum 2–3 years of handson experience with Genesys Cloud CX administration and support.
• Experience integrating Genesys Cloud with CRM, Microsoft Teams, and cloud platforms is preferred.
• Exposure to AIenabled customer engagement and automation technologies is highly desirable.

Preferred Certifications

• Genesys Cloud CX Professional Certification
• Genesys Cloud CX Developer Certification
• Microsoft Azure AI Fundamentals (AI900)
• Microsoft Teams Administrator (MS700)
• ITIL Foundation

Key Competencies

• Genesys Cloud CX Administration
• AIEnabled Contact Center Operations
• Omnichannel Customer Engagement

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

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