Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Cloud Contact Center Implementation
Good to have skills : Contact Center Technology Capabilities
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
We are seeking a Genesys Cloud Contact Center Engineer with strong experience in Architect call flow development, voice routing, and contact center solution design. The candidate will be responsible for developing and enhancing inbound IVR applications, configuring routing strategies, and supporting Genesys Cloud CX voice services. The role involves troubleshooting SIP, RTP, WebRTC, SBC gateway Trunks, and Genesys Edge-related issues to ensure reliable voice communication. The ideal candidate should have experience implementing application enhancements, optimizing customer call flows, and integrating third-party systems within the Genesys Cloud ecosystem.

Roles & Responsibilities:
- Expected to perform independently and become an SME.
- Required active participation/contribution in team discussions.
- Contribute in providing solutions to work related problems.
- Collaborate with cross-functional teams to ensure seamless integration and support of business applications.
- Document troubleshooting processes and solutions to build a knowledge base for future reference.
- Assist in the continuous improvement of support processes and tools to enhance service delivery.
- Provide timely updates and clear communication to stakeholders regarding issue status and resolution progress.

Professional & Technical Skills:
Core Skills Required:
Genesys Cloud CX (Voice, Queues, Routing, Architect)
Inbound IVR & Call Flow Development
Application Configuration & Enhancements
REST APIs, Data Actions, JSON, Postman
SIP, RTP, WebRTC, BYOC Trunks
Genesys Edge
Professional:
- Must To Have Skills: Proficiency in Cloud Contact Center Implementation.
- Good To Have Skills: Experience with Contact Center Technology Capabilities.
- Strong problem-solving skills with the ability to analyze complex system issues.
- Familiarity with monitoring tools and techniques to detect and diagnose system faults.
- Ability to work effectively in a collaborative team environment while managing individual responsibilities.
- Excellent communication skills to convey technical information clearly to diverse audiences.

Additional Information:
- The candidate should have minimum 2 years of experience in Cloud Contact Center Implementation.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.

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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