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 CX
Good 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 migration, platform upgrades, and contact center modernization initiatives.



Required Skills
Genesys Cloud CX Administration
Architect Flow Development
IVR & ACD Configuration
Omnichannel Routing
SIP, SIP Trunking & SBC
Contact Center Operations
Workforce Engagement Management (WEM)
Call Recording & Quality Management
REST APIs & Platform Integrations
CRM Integration (Salesforce, ServiceNow)
Reporting & Analytics
Incident & Problem Management



Preferred Skills
Microsoft Teams Voice Integration
Cisco Unified Communications (CUCM)
BYOC Cloud / BYOC Premises
AWS / Azure Cloud Fundamentals
Python or PowerShell Scripting
ITIL Foundation
Contact Center Migration Projects


Professional & Technical Skills:
Strong troubleshooting and analytical skills.
Excellent communication and stakeholder management abilities.
Customerfocused mindset with commitment to service excellence.
Ability to work in global enterprise support environments.
Collaborative approach to working with Voice, Network, Cloud, and Application teams.


Additional Information:
6+ years of experience in Contact Center, Unified Communications, or Voice Engineering.
Minimum 2–3 years of handson experience with Genesys Cloud CX administration and operations.
Experience integrating Genesys Cloud with enterprise CRM, telephony, and cloud platforms is preferred.



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



Key Competencies
Genesys Cloud CX Administration
Contact Center as a Service (CCaaS)
Omnichannel Customer Engagement
IVR & Call Flow Design
Workforce Engagement Management
Cloud Telephony & SIP Integration
CRM & SaaS Integration
Platform Monitoring & Reporting
Incident & Change Management
Contact Center Modernization

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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