Infra Tech Support Practitioner

Project Role : Infra Tech Support Practitioner Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support. Must have skills : Genesys Voice Platform Good to have skills : NA Minimum 3 year(s) of experience is required Educational Qualification : 15 years full time education Job Description – Genesys Cloud Engineer (AIEnabled Contact Center & CCaaS) Job Title Genesys Cloud Engineer – AIEnabled Contact Center & Customer Experience (CCaaS) Location: Pune Experience: 6+ Years Employment Type: FullTime Role 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. Key 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 Attributes 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. Education Bachelor's Degree in Engineering, Computer Science, Information Technology, Electronics, Telecommunications, or equivalent. Experience 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 Genesys AI & Conversational AI Microsoft Copilot & Azure OpenAI Integration Contact Center Automation CRM & SaaS Integrations Cloud Contact Center (CCaaS) Intelligent Analytics & Reporting Customer Experience Modernization 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. 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