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 5 year(s) of experience is required
Educational Qualification : 15 Years of full time education

Role Overview: As a Contact Center Operations Support Specialist, you will be responsible for ensuring the smooth operation of Amazon Connect . This role requires expertise in handling day-to-day operations, providing L1/L2 support, and maintaining the availability of the contact center platforms. You will be an integral part of a team dedicated to addressing incidents, managing changes, and ensuring high levels of service delivery. Key Responsibilities: Provide support and maintenance for the company's Contact Center environments, including Amazon Connect . Work in rotational shifts to ensure 24/7 support coverage and adherence to SLAs. Act as a Subject Matter Expert (SME) for Amazon Connect and Avaya, resolving P1 & P2 incidents promptly. Participate in change management processes and reviews to maintain platform availability. Collaborate with vendors and support teams to address user-reported incidents. Conduct audits and implement security vulnerability mitigation measures. Handle day-to-day Amazon Connect, including troubleshooting, log analysis, and system level changes. Provide support for third-party applications and escalate issues as necessary. Develop IVR flows, CTI integrations, and ensure ongoing management of gateways. Demonstrate proficiency in Telecom protocols such as SIP, H323, ISDN, and ITIL processes. Technical Experience: Hands-on experience in contact center suite products, including voice, email, and chat. In-depth understanding of cloud contact center architecture and call flows. Proficiency in managing telephony solutions and service management processes. Professional Attributes: Strong customer handling and communication skills. Minimum 6 years of hands-on experience with Avaya solutions. Completed Avaya trainings and certifications. Bachelor's degree in engineering or related field preferred. Additional Information: Willingness to work in rotational shifts, including nights. Ready to implement network changes and perform testing as required.

15 Years of full time education

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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 750,000 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. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, 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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