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 solid 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, Client 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

Convers

📌 Genesys Voice Platform (Bengaluru)
🏢 Accenture
📍 Bengaluru