Application Tech Support Practitioner
Accenture
2 - 5 years
Bengaluru
Posted: 06/12/2025
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 : Cloud Contact Center Implementation
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Role: Genesys Cloud CX Migration & Transformation SME Job Summary: We are seeking a highly experienced Contact Center Transformation SME with 10+ years of experience in Contact Center technologies and at least 5+ years of expertise in Genesys Cloud CX migration and Transformation. The ideal candidate will be responsible for leading large-scale enterprise Contact Center Migration and Transformation programs on Genesys Cloud CX, driving customer experience modernization, and managing a high-performing technical team. This role requires a blend of solution architecture expertise, DevOps knowledge, leadership skills, and deep technical expertise across AWS services and contact center platforms. The Genesys Cloud CX Migration & Transformation Subject Matter Expert (SME) will lead the design, planning, and execution of customer contact center migrations from legacy platforms (on-prem or cloud) to Genesys Cloud CX. This role requires deep expertise in Genesys Cloud CX capabilities, migration strategies, and transformation best practices, ensuring seamless transitions while optimizing business outcomes. --- Key Responsibilities Migration Strategy & Planning • Assess existing contact center platforms (Avaya, Cisco, Genesys Engage, etc.) and map out migration paths to Genesys Cloud CX. • Define migration approaches (big bang, phased, hybrid) based on business requirements and risk profile. • Identify transformation opportunities to leverage Genesys Cloud CX features (AI, bots, digital channels, WEM). Solution Design & Architecture • Translate business and technical requirements into Genesys Cloud CX solutions. • Design IVR, routing flows, digital channels, and workforce engagement solutions. • Define integration strategies with CRM, workforce tools, and third-party systems. Transformation Enablement • Recommend modernization opportunities (conversational AI, omnichannel enablement, analytics). • Support business process re-engineering aligned with Genesys Cloud CX capabilities. • Enable adoption of AI-powered solutions (Predictive Engagement, Dialog Engine, Agent Assist). Execution & Governance • Guide technical teams in configuration, migration scripts, and cutover planning. • Define test strategies, validation plans, and success metrics • Ensure compliance, security, and governance standards are met during migration. Stakeholder Management • Act as a trusted advisor to business and IT stakeholders. • Provide SME-level guidance during workshops, design sessions, and executive updates. • Support change management, training, and user adoption. --- Required Skills & Experience • Deep expertise in Genesys Cloud CX (routing, IVR, digital, WEM, integrations). • Proven experience leading contact center migrations from legacy platforms to Genesys Cloud. • Strong knowledge of contact center operations, customer experience best practices, and transformation frameworks. • Hands-on experience with Genesys Cloud Architect, APIs, AppFoundry integrations, and Salesforce/ServiceNow/CRM connectors. • Establish and manage CI/CD pipelines for contact center applications and AWS infrastructure deployments. • Ensure adoption of DevOps best practices including Infrastructure as Code (IaC), automated testing, monitoring, and observability. • Familiarity with AI/ML, speech analytics, conversational bots, and cloud-native architectures. • Strong consulting, communication, and stakeholder engagement skills. --- Preferred Qualifications: • Genesys Certified Professional (GCP) – Cloud CX. • Experience in large-scale migrations (multi-site, multi-region). • Prior experience as a Solution Architect or Transformation Consultant in CCaaS. • Exposure to Agile delivery methodologies and enterprise transformation programs.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
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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