Technology Support Engineer

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 5 year(s) of experience is required Educational Qualification : 15 years full time education Summary: We are seeking an experienced Genesys Cloud Engineer to support and manage enterprise Genesys Cloud CX environments. The ideal candidate will have expertise in contact center operations, omnichannel routing, IVR, integrations, reporting, and cloud telephony. The role involves designing, implementing, troubleshooting, and optimizing Genesys Cloud solutions while integrating with enterprise UC platforms, CRM applications, and cloud services to deliver seamless customer experiences. Roles & Responsibilities: Administer, configure, and support Genesys Cloud CX platforms. Design and maintain IVR, ACD, call routing, queues, Architect call flows, and omnichannel services (Voice, Chat, Email, Messaging). Manage user provisioning, roles, permissions, queues, skills, and routing profiles. Support inbound/outbound voice services, campaigns, call recording, quality management, and workforce optimization. Troubleshoot call routing, SIP trunk, SBC, telephony, and media issues. Integrate Genesys Cloud with Salesforce, ServiceNow, Microsoft Teams, and other thirdparty SaaS platforms. Configure and support APIs, webhooks, OAuth, and integration services. Monitor platform health, performance, availability, and reporting using Genesys Cloud analytics. Perform platform upgrades, backup validation, license management, and capacity planning. Support incident, problem, and change management while coordinating with Genesys Cloud support and telecom providers. Develop automation for operational tasks using APIs, scripting, and orchestration tools. Participate in migration and modernization projects from onpremise contact centers to Genesys Cloud CX. Required Skills Genesys Cloud CX Administration Architect Flow Design & IVR Development ACD & Omnichannel Routing SIP, SIP Trunking & SBC Contact Center Operations Call Recording & Quality Management Reporting & Analytics User & Queue Management REST APIs & Webhooks CRM Integrations (Salesforce, ServiceNow) Incident, Change & Problem Management Preferred Skills Microsoft Teams Voice Integration Cisco Unified Communications (CUCM) Cloud Telephony & Direct Routing AWS / Azure Cloud Fundamentals Python or PowerShell Automation AIPowered Virtual Agents & Chatbots Genesys AI, Predictive Routing & Workforce Engagement Management (WEM) ITIL Framework Professional Attributes Strong troubleshooting and analytical skills. Excellent communication and customerfacing abilities. Experience working in global enterprise support environments. Ability to collaborate with Network, Voice, Cloud, Security, and Application teams. Proactive mindset focused on automation, operational excellence, and continuous improvement. Professional & Technical Skills: - Must To Have Skills: Proficiency in Genesys Cloud AI. - Strong problem-solving skills with the ability to analyze complex technical issues and provide effective solutions. - Experience in incident and problem management within multi-component business systems. - Ability to create and implement Requests for Change and maintain comprehensive documentation. - Excellent collaboration skills to work effectively with vendors and cross-functional teams. - Familiarity with operational stability practices and knowledge base management. Additional Information: 8+ years of experience in Contact Center, Unified Communications, or Voice Engineering. Minimum 3–5 years of handson experience with Genesys Cloud CX administration and operations. Experience integrating contact center platforms with enterprise UC, CRM, and cloud services. Preferred Certifications Genesys Cloud CX Certified Professional Genesys Cloud CX Developer Certification ITIL Foundation Microsoft Teams Administrator Associate (MS700) AWS or Microsoft Azure Fundamentals AI & Cloud Skill Highlights Genesys AI & Predictive Routing AIPowered Virtual Agents & Voice Bots Conversational AI & Intelligent IVR AIAssisted Contact Center Operations Workforce Engagement Management (WEM) Omnichannel Customer Experience REST API & Workflow Automation Cloud Contact Center (CCaaS) Operations AI Analytics & Intelligent Reporting 15 years full time education Important Notice We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. If you are contacted by someone asking for payment, please do not respond, and contact us at india.fc.check@accenture.com immediately. Equal Employment Opportunity Statement All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.