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 Voice Platform

Good to have skills : NA

Minimum 7.5 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary

We are seeking a Senior Genesys Cloud SME to lead the design, implementation, and operations of enterprise Genesys Cloud CX platforms with a strong focus on AIpowered customer experience, intelligent automation, and cloud contact center transformation. The ideal candidate will possess deep expertise in Genesys Cloud CX, omnichannel contact center operations, Microsoft Teams Voice, CRM integrations, cloud telephony, AIpowered customer engagement, and platform modernization.

The role involves working closely with business stakeholders, AI teams, platform suppliers, and cloud engineers to deliver intelligent, secure, and scalable Customer Experience (CX) solutions.

Roles & Responsibilities:

Genesys Cloud CX & Contact Center Operations

Lead the administration, architecture, and lifecycle management of Genesys Cloud CX.

Design and manage Architect Flows, IVR, ACD, Omnichannel Routing, SkillsBased Routing, Digital Channels, and Queue Management.

Support BYOC Cloud/Premises, SIP Trunks, SBC integrations, and enterprise telephony.

Manage user lifecycle, routing profiles, workforce engagement, quality management, call recording, and reporting.

Drive enterprise migration from legacy Contact Center platforms to Genesys Cloud CCaaS.

AIPowered Customer Experience

Design and implement Genesys AI capabilities including:

Predictive Routing

Agent Assist

Virtual Agents & Chatbots

Voice Bots

Conversational AI

Knowledge Management

Speech & Text Analytics

Sentiment Analysis

Enable integration with Azure OpenAI, Microsoft Copilot, AI Agents, and enterprise GenAI platforms.

Support RetrievalAugmented Generation (RAG)enabled knowledge assistants for contact center agents.

Optimize customer journeys using AIdriven analytics and intelligent automation.

Cloud Integration & Automation

Integrate Genesys Cloud with Salesforce, ServiceNow, Microsoft Teams, CRM, ERP, and enterprise SaaS platforms.

Develop automation using Genesys Cloud APIs, REST APIs, Python, PowerShell, and Terraform.





Implement InfrastructureasCode (IaC) and workflow automation to improve operational efficiency.

Support cloud deployments across Azure and AWS environments.

Platform Governance & Operations

Manage incident, problem, change, release, and capacity management.

Coordinate with Genesys, telecom providers, cloud vendors, and platform suppliers.

Oversee licensing, compliance, backup, disaster recovery, monitoring, and operational reporting.

Lead technical governance and mentor engineering teams.

Required Skills

Genesys Cloud CX Administration & Architecture

Architect Flow Development

IVR, ACD & Omnichannel Routing

BYOC Cloud / BYOC Premises

SIP, SIP Trunking & SBC

Workforce Engagement Management (WEM)

Workforce Management (WFM)

CRM Integration (Salesforce, ServiceNow)

REST APIs & Platform Automation

Microsoft Teams Voice Integration

Contact Center Analytics & Reporting

AI & Automation Skills

Genesys AI

Predictive Routing

AI Agent Assist

Conversational AI

Virtual Agents & Chatbots

Azure OpenAI

Microsoft Copilot

AI Agents

RAGbased Knowledge Assistants

Speech & Text Analytics

Sentiment Analysis

AIpowered Workforce Optimization

Python, PowerShell, Terraform

REST APIs & Workflow Automation

Preferred Skills

AWS / Azure Cloud

Cisco Unified Communications (CUCM)

Oracle/Ribbon/AudioCodes SBC

DevOps & CI/CD

Enterprise Identity (SAML, OAuth)

ITIL Framework

Professional & Technical Skills:

Strong customerfacing consulting and stakeholder management skills.

Proven experience leading enterprise CCaaS transformation programs.

AIfirst mindset with a passion for intelligent automation and digital customer experience.

Excellent communication, leadership, and vendor management skills.

Ability to translate business requirements into scalable cloud and AIenabled customer engagement solutions.

Additional Information

12+ years of experience in Contact Center, Unified Communications, and Customer Experience platforms.

Minimum 5+ years of handson experience with Genesys Cloud CX architecture, implementation, and operations.

Experience delivering enterprise cloud migration, omnichannel transformation,



and AIenabled customer experience solutions.

Preferred Certifications

Genesys Cloud CX Skilled / Architect

Genesys AI & Workforce Engagement Certifications

Microsoft Azure AI Fundamentals (AI900)

Microsoft Teams Administrator (MS700)

AWS Cloud Practitioner / Solutions Architect

ITIL Foundation

Key Competencies

Enterprise CCaaS Strategy & Architecture

AIPowered Customer Experience

Genesys AI & Intelligent Routing

Azure OpenAI & Microsoft Copilot Integration

Omnichannel Contact Center Modernization

Intelligent Automation & Workflow Orchestration

Cloud Contact Center (CCaaS)

API Integration & Platform Governance

AI Analytics & Customer Journey Optimization

Enterprise Digital Transformation

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