Application Tech Support Practitioner
Accenture
10 - 12 years
Bengaluru
Posted: 09/11/2025
Job Description
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Genesys Contact Center QM
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Job Summary: We are seeking an experienced Genesys Cloud CX Lead with good exposure on Design and Architecture to lead the support, design, architecture, and deployment of Genesys Cloud solutions for enterprise-level contact center environments. You will play a critical role in delivering scalable, secure, and high-performance customer experience platforms by leveraging Genesys Cloud CX and integrating it with key enterprise systems. This role is both hands-on and strategic, and will work closely with business stakeholders, cross-functional teams, and clients to deliver cutting-edge contact center solutions. ________________________________________ Key Responsibilities: • Architect and Design Genesys Cloud CX Solutions: o Lead end-to-end architecture and solution design for Genesys Cloud deployments. o Translate business and functional requirements into scalable and maintainable technical solutions. o Align platform designs with compliance, security, and operational standards. • Implementation and Configuration: o Oversee the technical implementation of Genesys Cloud features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM. o Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases). • Platform Leadership and Governance: o Serve as the Subject Matter Expert (SME) for Genesys Cloud CX. o Define and enforce best practices in design, configuration, and deployment. o Participate in platform governance, change management, and solution lifecycle planning. • Mentorship and Collaboration: o Provide guidance, training, and mentoring to internal teams and stakeholders. o Collaborate with cross-functional teams such as security, network, platform engineering, and architecture. • Continuous Improvement: o Stay current with emerging Genesys Cloud features and industry trends. o Proactively recommend and implement improvements to optimize performance and customer experience. • Issue Management and Support: o Troubleshoot complex issues in production and staging environments. o Support escalation processes and provide hands-on technical support when needed. • Documentation and Compliance: o Maintain thorough documentation of architecture, designs, configurations, and change logs. o Ensure all solutions meet regulatory, security, and privacy standards. ________________________________________ Required Qualifications & Skills: • Education: o Bachelor’s degree in Computer Science, Engineering, Telecommunications, or related field, or equivalent work experience. • Experience: o Minimum 10 years of experience in contact center technologies. o At least 5+ years of hands-on experience with Genesys Cloud CX (formerly PureCloud). o Proven experience designing and deploying complex contact center solutions. o Migration experience from legacy platforms to Genesys Cloud CX. • Technical Skills: o Strong proficiency in Genesys Cloud Design, Administration, IVR design, call flows, and routing. o Knowledge with APIs, JSON, and JavaScript. o Knowledge of Genesys Workforce Engagement (WEM), Reporting/Analytics, Omnichannel (Chat, Email, SMS), and Bot integration. o Experience integrating with systems like Salesforce, ServiceNow, MS Dynamics, or other enterprise tools / 3rd party applications. o Understanding of SIP, WebRTC, and telephony standards. o Experience with CI/CD pipelines and DevOps practices is a plus. • Certifications: o Preferably Genesys Cloud Certified Professional o Additional certifications in cloud platforms or contact center solutions are a plus. • Soft Skills: o Excellent verbal and written communication skills. o Strong problem-solving skills and attention to detail. o Ability to work independently and in a globally distributed team environment. o Comfortable working in a matrixed organization structure. ________________________________________ Preferred Experience: • Experience in Solution Architect or technical lead role on enterprise-scale contact center projects. • Working knowledge of ITIL processes and Agile/Scrum methodologies. • Experience in Industry vertical such as healthcare, finance, or regulated industries is an advantage15 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
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
About Company
Accenture is a global professional services company specializing in consulting, technology, and outsourcing services. Headquartered in Dublin, Ireland, Accenture provides a wide range of services in strategy, digital, technology, operations, and consulting. It helps organizations improve their performance and create sustainable value by leveraging technology and industry expertise. Accenture works across various sectors, including financial services, healthcare, telecommunications, energy, and more. Known for its deep focus on innovation, Accenture partners with leading technology companies to drive digital transformation and help clients navigate complex challenges in an increasingly digital world.
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