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
Positive to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
As a Technology Support Engineer, a typical day involves addressing and resolving incidents and problems that affect various business system components to maintain smooth and stable operations. The role includes managing change requests and continuously updating documentation to enhance troubleshooting processes. Collaboration with external vendors and internal service management teams is a key part of the daily routine, ensuring that issues are analyzed thoroughly and resolved efficiently to support business continuity and operational excellence.

Roles & Responsibilities:

- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.




- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Lead efforts to improve operational processes and implement best practices within the team.
- Mentor junior team members to support their professional growth and enhance team capabilities.

Professional & Technical Skills:

- Must To Have Skills: Proficiency in Genesys Cloud CX.
- Strong troubleshooting and problem-solving abilities related to cloud-based contact center technologies.
- Experience in managing and implementing Requests for Change to ensure minimal disruption to services.
- Ability to collaborate effectively with vendors and cross-functional teams to resolve complex technical issues.
- Familiarity with maintaining and updating knowledge base articles to support efficient incident resolution.
- Good communication skills to facilitate clear and concise information exchange among stakeholders.

Additional Information:

- The candidate should have minimum 5 years of experience in Genesys Cloud CX.
- This position is based at our Chennai office.
- A 15 years full time education is required.

15 years full time education

📌 Technology Support Engineer (Chennai)
🏢 Accenture
📍 Chennai