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 CX

Good to have skills : NA

Minimum 2 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary

We are seeking a Genesys Cloud CX Support Engineer with 3+ years of experience to support enterprise Genesys Cloud CX (CCaaS) environments. The ideal candidate will have handson experience in contact center operations, IVR support, call routing, user administration, and telephony troubleshooting. The role involves maintaining platform availability, supporting business users, troubleshooting production issues, and assisting in cloud contact center enhancements.

Roles & Responsibilities:

Support the daytoday administration and operation of Genesys Cloud CX.

Configure and maintain Architect Flows, IVR, Queues, Skills, ACD, and Omnichannel Routing.

Perform user provisioning, role assignments, queue management, and MACD activities.

Monitor platform health, call quality, and system performance.

Troubleshoot issues related to voice routing, SIP trunks, call flows, telephony, and agent desktops.

Support integrations with Salesforce, ServiceNow, Microsoft Teams, and other business applications.

Generate operational reports, dashboards, and usage statistics.

Participate in incident, problem, change, and release management activities.

Coordinate with Genesys support, telecom providers, and internal teams to resolve production issues.

Maintain documentation, SOPs, and operational runbooks.

Required Skills

Genesys Cloud CX Administration

Architect Flow & IVR Support

ACD & Queue Management

Omnichannel Routing

SIP & Basic Telephony Concepts

Contact Center Operations





User & Role Management

Reporting & Monitoring

Incident & Problem Management

CRM Integration Fundamentals (Salesforce/ServiceNow)

Preferred Skills

Microsoft Teams Voice

REST API Fundamentals

BYOC Cloud Basics

AWS/Azure Cloud Fundamentals

Python or PowerShell (Basic)

ITIL Foundation

Professional Attributes

Strong troubleshooting and analytical skills.

Positive verbal and written communication.

Customerfocused with a proactive approach to problem resolution.

Ability to work collaboratively with crossfunctional teams.

Eagerness to learn new cloud and contact center technologies.

Professional & Technical Skills:

- Must To Have Skills: Proficiency in Genesys Cloud CX.
- Experience with cloud-based contact center technologies and their operational support.
- Strong problem-solving skills with the ability to analyze complex system issues.
- Familiarity with incident management and change management processes.
- Ability to collaborate effectively with vendors and cross-functional teams to resolve technical challenges.

Additional Information

3+ years of experience in Contact Center, Unified Communications, or Voice Support.

Handson experience supporting Genesys Cloud CX or similar CCaaS platforms.

Experience with IVR, call routing, telephony support, and incident management is preferred.

Preferred Certifications

Genesys Cloud CX Certified Associate/Professional (Preferred)

ITIL Foundation

Microsoft Azure Fundamentals or AWS Cloud Practitioner (Preferred)

Key Competencies

Genesys Cloud CX Support

Contact Center Operations

IVR & Call Flow Support

Omnichannel Routing

User & Queue Administration





SIP & Telephony Basics

Platform Monitoring

Incident & Change Management

Customer Support & Service Delivery

Cloud Contact Center Fundamentals

15 years full time educationAbout 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

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

📌 Technology Support Engineer (Bengaluru)
🏢 Accenture
📍 Bengaluru