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 3 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary

We are seeking a Genesys Cloud CX Engineer with 6+ years of experience to support and optimize enterprise Contact Center as a Service (CCaaS) environments. The ideal candidate will have handson expertise in Genesys Cloud CX administration, omnichannel routing, IVR development, telephony integration, and cloud contact center operations. The role includes platform administration, troubleshooting, integrations, reporting, and continuous improvement of customer experience solutions.

Roles & Responsibilities:

Administer, configure, and support Genesys Cloud CX environments.

Design and maintain Architect Flows, IVR, ACD, SkillsBased Routing, Queues, and Omnichannel channels (Voice, Chat, Email, Messaging).

Perform user provisioning, role management, queue administration, and routing profile configuration.

Support BYOC Cloud/Premises, SIP Trunking, SBC integrations, and telephony connectivity.

Manage call recording, Workforce Engagement Management (WEM), Quality Management, and reporting.

Troubleshoot contact center routing, telephony, SIP, and integration issues.

Integrate Genesys Cloud CX with Salesforce, ServiceNow, Microsoft Teams, and other enterprise applications.

Support REST API integrations, webhooks, and platform automation.

Monitor platform performance, system health, capacity, and service availability.

Perform incident, problem, change, release, and license management activities.

Participate in cloud migration, platform upgrades, and contact center modernization initiatives.





Required Skills

Genesys Cloud CX Administration

Architect Flow Development

IVR & ACD Configuration

Omnichannel Routing

SIP, SIP Trunking & SBC

Contact Center Operations

Workforce Engagement Management (WEM)

Call Recording & Quality Management

REST APIs & Platform Integrations

CRM Integration (Salesforce, ServiceNow)

Reporting & Analytics

Incident & Problem Management

Preferred Skills

Microsoft Teams Voice Integration

Cisco Unified Communications (CUCM)

BYOC Cloud / BYOC Premises

AWS / Azure Cloud Fundamentals

Python or PowerShell Scripting

ITIL Foundation

Contact Center Migration Projects

Professional & Technical Skills:

Strong troubleshooting and analytical skills.

Excellent communication and stakeholder management abilities.

Customerfocused mindset with commitment to service excellence.

Ability to work in global enterprise support environments.

Collaborative approach to working with Voice, Network, Cloud, and Application teams.

Additional Information

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 operations.

Experience integrating Genesys Cloud with enterprise CRM, telephony, and cloud platforms is preferred.

Preferred Certifications

Genesys Cloud CX Certified Professional

Genesys Cloud CX Developer Certification

ITIL Foundation

Microsoft Teams Administrator (MS700) (Preferred)

AWS Cloud Practitioner or Microsoft Azure Fundamentals (Preferred)

Key Competencies

Genesys Cloud CX Administration

Contact Center as a Service (CCaaS)

Omnichannel Customer Engagement

IVR & Call Flow Design





Workforce Engagement Management

Cloud Telephony & SIP Integration

CRM & SaaS Integration

Platform Monitoring & Reporting

Incident & Change Management

Contact Center Modernization

15 years full time educationAbout Accenture

Accenture is a leading global qualified 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