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.
Bengaluru
平等就业机会声明
所有聘用决定均不考虑年龄、种族、信仰、肤色、宗教、性别、国籍、血统、残疾状况、退伍军人身份、性取向、性别认同或表达、基因信息、婚姻状况、公民身份或任何其他受联邦、州或地方法律保护的因素。
求职者在招聘过程中没有义务披露已封存或已删除的定罪或逮捕记录。
埃森哲致力于为我们的男女军人提供退伍军人就业机会。
请阅读埃森哲的招聘和聘用声明，了解更多关于我们在招聘和聘用过程中如何处理您的数据的信息。
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.