Client & Project: We are seeking a new talent to join the Software Engineering team where you will have the opportunity to collaborate in the project CCaaS. Responsibilities: Provide 24x7 production support for AWS and Genesys Cloud Contact Center environments, ensuring high availability and business continuity. Monitor and troubleshoot Genesys Cloud components, including Architect flows, queues, skills, campaigns, routing, IVR, ACD, outbound dialing, recordings, and reporting. Support Amazon Connect and AWS services including Lambda, Lex, S3, CloudWatch, IAM, DynamoDB, API Gateway, and related integrations. Manage and resolve P1/P2/P3 incidents, service requests, changes, and problem tickets within defined SLAs. Perform root-cause analysis for voice, IVR, routing, agent, telephony, API, integration, and application-related issues. Configure and troubleshoot Genesys Architect call flows, routing strategies, queues, skills, prompts, schedules, data actions, and integrations. Support DID/TFN/ANI, carrier, SIP/telephony, number porting, and call-routing issues in coordination with carriers and network teams. Troubleshoot AWS Connect contact flows, routing profiles, queues, contact attributes, Lambda integrations, and Amazon Lex bots. Work with development, infrastructure, network, security, vendor, and client teams for complex production issues and escalations. Implement and support Genesys Cloud APIs and AWS-based integrations, including Lambda and REST API integrations. Participate in DR, business continuity, release, migration, and platform upgrade activities. Perform application and infrastructure monitoring using CloudWatch, Genesys monitoring tools, dashboards, and operational reports. Maintain SOPs, runbooks, knowledge articles, architecture documents, and troubleshooting guides. Ensure security and compliance requirements are met, including IAM, SSO, access management, vulnerability remediation, and change governance. Identify opportunities for automation and AI-driven operations, including AI agents, conversational AI, Amazon Lex, Genesys AI capabilities, and intelligent contact-center solutions. BONUS POINTS IF YOU HAVE: Intermediate proficiency in Cloud Infrastructure. Intermediate proficiency in Cloud Platform Architecture. Advanced proficiency in Contact Center Solutions. Intermediate proficiency in Telephony Systems. Beginner proficiency in Customer Experience Technologies.

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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.

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