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 3 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary:

We are looking for a Genesys Cloud Engineer with 6+ years of experience in Genesys Cloud CX, Contact Center Operations, Unified Communications, and AIenabled Customer Experience. The ideal candidate will support the implementation, administration, and optimization of Genesys Cloud CX while leveraging AIpowered capabilities, automation, cloud integrations, and omnichannel technologies to deliver exceptional customer experiences.

The role requires handson expertise in Genesys Cloud, IVR, ACD, Microsoft Teams Voice,



CRM integrations, cloud telephony, and exposure to AI technologies such as Genesys AI, Microsoft Copilot, Azure OpenAI, and Conversational AI.

Roles & Responsibilities:

Genesys Cloud CX Operations

Administer and support Genesys Cloud CX environments, including Architect Flows, IVR, ACD, queues, routing profiles, and omnichannel channels (Voice, Chat, Email, Messaging).

Manage user provisioning, call routing, call recording, reporting, quality management, and workforce engagement features.

Support SIP Trunking, BYOC Cloud/Premises, Client integrations, and telephony troubleshooting.

Perform incident, problem, change, and release management while ensuring platform availability.

AIPowered Contact Center

Configure and support Genesys AI capabilities such as Predictive Routing, Agent Assist, Virtual Agents, and Chatbots.

Support integrations with Microsoft Copilot, Azure OpenAI, AI Assistants

📌 Genesys Cloud AI (Pune)
🏢 Accenture
📍 Pune