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

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.

Qualified & Technical Skills:

- Must To Have Skills: Proficiency in Genesys Voice Platform.
- Strong troubleshooting skills related to infrastructure and application support.
- Experience with operating systems and network fundamentals.
- Ability to diagnose and resolve issues in production and development environments.
- Familiarity with remote support tools and onsite technical assistance procedures.
- Good communication skills to interact effectively with users and technical teams.

Additional Information:

- The candidate should have minimum 3 years of experience in Genesys Voice Platform.

- This position is based at our PDC3C - SEZ location.

- A 15 years full time education is required.

15 years full time education

📌 Infra Tech Support Practitioner (Pune)
🏢 Accenture
📍 Pune