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 AI
Positive 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 Te

📌 Technology Support Engineer (Pune)
🏢 Accenture
📍 Pune