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 : Unified Communication and Collaboration Operations
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
We are seeking an experienced Genesys Cloud CX Engineer with at least 3 years of hands on expertise in implementing, configuring, and supporting Genesys Cloud CX solutions. The ideal candidate should have strong knowledge of contact center technologies, API integrations, IVR/flow design, troubleshooting, and operational support in a cloud environment.

Roles & Responsibilities:
1. Genesys Cloud CX Implementation & Configuration (Must Have)
- Configure and manage Genesys Cloud CX components including:
- Queues, Skills, Groups, User Profiles
- Architect Flows (Inbound/Outbound Voice, Chat, Email and Fax)
- Routing Strategies, Call Flows & IVR design
- Manage Omni-channel routing and digital interactions (Voice, Chat, Email, Fax, WhatsApp, Messaging APIs)
- Set up WFM/WEM features such as quality management, forecasting, and scheduling.
2. Operational Support & Troubleshooting (Must Have)
- Provide L2/L3 support for production issues and platform performance.
- Troubleshoot call-flow errors, routing failures, chat/email issues.
- Monitor system health using Genesys Cloud admin tools and dashboards.
- Collaborate with vendors and internal teams for escalations.
3. Reporting & Analytics (Must Have)
- Create and maintain reports using:
- Genesys Cloud Analytics
- Dashboards & Performance views
- Analyze call trends, agent performance, SLAs, and routing efficiency.
4. Security, Compliance & Administration (Must Have)
- Manage roles, permissions, and security profiles.
- Ensure compliance with organizational security and data policies.
- Support user provisioning, call recording policies, and retention rules.

5. Solution Development & Integration (Good to Have)
- Develop and maintain Genesys Architect Flows using:
- Call/Chat flows
- Data Actions
- Web Services integrations (REST APIs / OAuth)
- Integrate Genesys Cloud with CRM/ITSM tools (Salesforce, ServiceNow, Dynamics)
- Build and test custom integrations using Genesys APIs, webhooks, and SDKs.


Professional & Technical Skills:
- Genesys Cloud Certifications (GCX, Professional/Architect).
- Experience with scripting (Python, JavaScript) for automation.
- Experience with CRM integrations (Salesforce).
- Exposure to conversational AI, chatbots, or Dialogflow.
- 3+ years of hands-on experience with Genesys Cloud CX.
- Strong understanding of:
- ACD, IVR, Routing Logic
- Workforce Engagement Management
- SIP/VoIP fundamentals
- Experience with Genesys Architect and Data Actions.
- Proficiency with REST APIs, JSON, and OAuth.
- Familiarity with cloud platforms (AWS, Azure preferred).
- Ability to troubleshoot complex contact center issues.
- Good communication and client-facing skills.

Additional Information:
- The candidate should have minimum 3 years of experience in Unified Communication and Collaboration Operations.
- 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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