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 CX
Valuable to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
We are seeking a Genesys Cloud CX Engineer with 6+ years of experience to support and optimize enterprise Contact Center as a Service (CCaaS) environments. The ideal candidate will have handson expertise in Genesys Cloud CX administration, omnichannel routing, IVR development, telephony integration, and cloud contact center operations. The role includes platform administration, troubleshooting, integrations, reporting, and continuous improvement of customer experience solutions.

Roles & Responsibilities:
Administer,



configure, and support Genesys Cloud CX environments.
Design and maintain Architect Flows, IVR, ACD, SkillsBased Routing, Queues, and Omnichannel channels (Voice, Chat, Email, Messaging).
Perform user provisioning, role management, queue administration, and routing profile configuration.
Support BYOC Cloud/Premises, SIP Trunking, SBC integrations, and telephony connectivity.
Manage call recording, Workforce Engagement Management (WEM), Quality Management, and reporting.
Troubleshoot contact center routing, telephony, SIP, and integration issues.
Integrate Genesys Cloud CX with Salesforce, ServiceNow, Microsoft Teams, and other enterprise applications.
Support REST API integrations, webhooks, and platform automation.
Monitor platform performance, system health, capacity, and service availability.
Perform incident, problem, change, release, and license management activities.
Participate in cloud migra

📌 Technology Support Engineer (Bengaluru)
🏢 Accenture
📍 Bengaluru