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 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
We are seeking an experienced Genesys Cloud Engineer to support and manage enterprise Genesys Cloud CX environments. The ideal candidate will have expertise in contact center operations, omnichannel routing, IVR, integrations, reporting, and cloud telephony. The role involves designing, implementing, troubleshooting, and optimizing Genesys Cloud solutions while integrating with enterprise UC platforms, CRM applications, and cloud services to deliver seamless customer experiences.

Roles & Responsibilities:
Administer,



configure, and support Genesys Cloud CX platforms.
Design and maintain IVR, ACD, call routing, queues, Architect call flows, and omnichannel services (Voice, Chat, Email, Messaging).
Manage user provisioning, roles, permissions, queues, skills, and routing profiles.
Support inbound/outbound voice services, campaigns, call recording, quality management, and workforce optimization.
Troubleshoot call routing, SIP trunk, SBC, telephony, and media issues.
Integrate Genesys Cloud with Salesforce, ServiceNow, Microsoft Teams, and other thirdparty SaaS platforms.
Configure and support APIs, webhooks, OAuth, and integration services.
Monitor platform health, performance, availability, and reporting using Genesys Cloud analytics.
Perform platform upgrades, backup validation, license management, and capacity planning.
Support incident, problem, and change management while coordinating with Genesys Cloud suppo

📌 Technology Support Engineer (Pune)
🏢 Accenture
📍 Pune