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

– 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

Qualified Attributes

Solid 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 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.

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