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 : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: We are seeking a dynamic and detail-oriented Analyst to join our team as a Solution Architect specializing in Data Network and Cloud Contact Center solutions. This role focuses on solutioning innovative, scalable, and secure solutions to enhance the customer experience. The Analyst will work closely with stakeholders, technology teams, and business units to align business requirements with strategic global solutions. Roles & Responsibilities: -Solution Design and Architecture -Assist in designing end-to-end cloud contact center solutions leveraging platforms like AWS Connect, Genesys Cloud, or Cisco. -Collaborate on the integration of data analytics and AI/ML capabilities (e.g., chatbots, sentiment analysis, real-time transcription). Define technical architecture for data pipelines, integrations, and reporting tools to support contact center solutions.Ensure solutions meet industry-specific compliance and security standards. Data-Driven Insights -Evaluate and recommend global network topologies to support multi-region cloud deployments. -Collaborate with telecom providers and internal teams to design and implement MPLS, Direct Connect, or VPN-based solutions for secure data transmission -Collaboration and Communication -Work with cross-functional teams, including voice architects, developers, and operations, to deliver tailored client solutions. -Gather requirements from stakeholders to translate business needs into technical specifications. -Prepare and deliver presentations on proposed architectures and solutions. -Continuous Learning -Stay updated on emerging trends in cloud technologies, AI, and contact center innovations. -Provide recommendations on adopting new tools or features to improve business outcomes. Professional & Technical Skills: - Must Have Skills: Proficiency in Cloud Contact Center Implementation. - Strong understanding of cloud-based contact center solutions. - Experience in troubleshooting and resolving technical issues in a contact center environment. - Knowledge of telephony systems and call routing technologies. - Hands-on experience in configuring and optimizing contact center software solutions. Technical Skills -Basic knowledge of cloud contact platforms (e.g., AWS, Azure, GCP) and services like Lambda, S3, DynamoDB, or equivalent. -Familiarity with IVR systems, call routing, and voice technologies. - Proficiency in data visualization tools such as Visio, Power BI, or similar platforms. Soft Skills - Strong analytical and problem-solving skills. - Excellent communication and presentation skills. - Detail-oriented with the ability to multitask in a fast-paced environment. - Team player who collaborates effectively with diverse groups. Education and Experience Bachelor degree in Computer Science, Information Technology, or a related field. 3-4 years of experience in a similar role or internship in cloud/contact center technology is a plus. Certifications in AWS, Azure, or relevant platforms are good to have. - 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.

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