Project Role : Application Tech Support Practitioner

Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills : Genesys Cloud CX

Valuable to have skills : Genesys Contact Center QM
Minimum
7.5 year(s) of experience is required

Educational Qualification : 15 years full time education

RRD Skill ?? Genesys Cloud CX ?? Solution Architect
Experience: - 6+ years

Job Summary:
We are seeking an experienced Genesys Cloud CX Lead with good exposure on Design and Architecture to lead the support, design, architecture, and deployment of Genesys Cloud solutions for enterprise-level contact center environments. You will play a critical role in delivering scalable, secure, and high-performance customer experience platforms by leveraging Genesys Cloud CX and integrating it with key enterprise systems. This role is both hands-on and strategic, and will work closely with business stakeholders, cross-functional teams, and clients to deliver cutting-edge contact center solutions.

Key Responsibilities:
Architect and Design Genesys Cloud CX Solutions:Lead end-to-end architecture and solution design for Genesys Cloud deployments.Translate business and functional requirements into scalable and maintainable technical solutions.Align platform designs with compliance, security, and operational standards.
Implementation and Configuration:Oversee the technical implementation of Genesys Cloud features including voice, chat,



email, SMS, IVR, bots, routing strategies, and WFM.Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases).
Platform Leadership and Governance:Serve as the Subject Matter Expert (SME) for Genesys Cloud CX.Define and enforce best practices in design, configuration, and deployment.Participate in platform governance, change management, and solution lifecycle planning.
Mentorship and Collaboration:Provide guidance, training, and mentoring to internal teams and stakeholders.Collaborate with cross-functional teams such as security, network, platform engineering, and architecture.
Continuous Improvement:Stay current with emerging Genesys Cloud features and industry trends.Proactively recommend and implement improvements to optimize performance and customer experience.
Issue Management and Support:Troubleshoot complex issues in production and staging environments.Support escalation processes and provide hands-on technical support when needed.
Documentation and Compliance:Maintain thorough documentation of architecture, designs, configurations, and change logs.Ensure all solutions meet regulatory, security, and privacy standards.

Required Qualifications & Skills:
Education:Bachelor s degree in Computer Science, Engineering, Telecommunications, or related field,



or equivalent work experience.
Experience:Minimum 10 years of experience in contact center technologies.At least 6+ years of hands-on experience with Genesys Cloud CX (formerly PureCloud).Proven experience designing and deploying complex contact center solutions.Migration experience from legacy platforms to Genesys Cloud CX.
Technical Skills:Strong proficiency in Genesys Cloud Design, Administration, IVR design, call flows, and routing.Knowledge with APIs, JSON, and JavaScript.Knowledge of Genesys Workforce Engagement (WEM), Reporting/Analytics, Omnichannel (Chat, Email, SMS), and Bot integration.Experience integrating with systems like Salesforce, ServiceNow, MS Dynamics, or other enterprise tools / 3rd party applications.Understanding of SIP, WebRTC, and telephony standards.Experience with CI/CD pipelines and DevOps practices is a plus.
Certifications:Preferably Genesys Cloud Certified ProfessionalAdditional certifications in cloud platforms or contact center solutions are a plus.
Soft Skills:Excellent verbal and written communication skills.Strong problem-solving skills and attention to detail.Ability to work independently and in a globally distributed team environment.Comfortable working in a matrixed organization structure.

Preferred Experience:
Experience in Solution Architect or technical lead role on enterprise-scale contact center projects.
Working knowledge of ITIL processes and Agile/Scrum methodologies.
Experience in Industry vertical such as healthcare, finance, or regulated industries is an advantage

Qualification 15 years full time education

📌 Application Tech Support Practitioner (Bengaluru)
🏢 Accenture
📍 Bengaluru