Technology Support Engineer

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
Good 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 support and telecom providers.
Develop automation for operational tasks using APIs, scripting, and orchestration tools.
Participate in migration and modernization projects from onpremise contact centers to Genesys Cloud CX.

Required Skills
Genesys Cloud CX Administration
Architect Flow Design & IVR Development
ACD & Omnichannel Routing
SIP, SIP Trunking & SBC
Contact Center Operations
Call Recording & Quality Management
Reporting & Analytics
User & Queue Management
REST APIs & Webhooks
CRM Integrations (Salesforce, ServiceNow)
Incident, Change & Problem Management

Preferred Skills
Microsoft Teams Voice Integration
Cisco Unified Communications (CUCM)
Cloud Telephony & Direct Routing
AWS / Azure Cloud Fundamentals
Python or PowerShell Automation
AIPowered Virtual Agents & Chatbots
Genesys AI, Predictive Routing & Workforce Engagement Management (WEM)
ITIL Framework

Professional Attributes
Strong troubleshooting and analytical skills.
Excellent communication and customerfacing abilities.
Experience working in global enterprise support environments.
Ability to collaborate with Network, Voice, Cloud, Security, and Application teams.
Proactive mindset focused on automation, operational excellence, and continuous improvement.


Professional & Technical Skills:
- Must To Have Skills: Proficiency in Genesys Cloud AI.
- Strong problem-solving skills with the ability to analyze complex technical issues and provide effective solutions.
- Experience in incident and problem management within multi-component business systems.
- Ability to create and implement Requests for Change and maintain comprehensive documentation.
- Excellent collaboration skills to work effectively with vendors and cross-functional teams.
- Familiarity with operational stability practices and knowledge base management.

Additional Information:
8+ years of experience in Contact Center, Unified Communications, or Voice Engineering.
Minimum 3–5 years of handson experience with Genesys Cloud CX administration and operations.
Experience integrating contact center platforms with enterprise UC, CRM, and cloud services.

Preferred Certifications
Genesys Cloud CX Certified Professional
Genesys Cloud CX Developer Certification
ITIL Foundation
Microsoft Teams Administrator Associate (MS700)
AWS or Microsoft Azure Fundamentals

AI & Cloud Skill Highlights
Genesys AI & Predictive Routing
AIPowered Virtual Agents & Voice Bots
Conversational AI & Intelligent IVR
AIAssisted Contact Center Operations
Workforce Engagement Management (WEM)
Omnichannel Customer Experience
REST API & Workflow Automation
Cloud Contact Center (CCaaS) Operations
AI Analytics & Intelligent Reporting

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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