24 hours ago
Bengaluru, IndiaStaff+
Responsibilities
- Design and lead end-to-end Genesys Cloud CX architecture and solution deployments.
- Translate business and functional requirements into scalable technical designs.
- Oversee configuration of voice, chat, email, SMS, IVR, bots, routing strategies, and workforce management features.
- Integrate Genesys Cloud CX with CRM, ERP, databases, and other third-party enterprise systems.
- Lead platform governance, change management, solution lifecycle planning, and documentation.
- Troubleshoot complex production and staging issues and provide hands-on escalation support.
- Mentor internal teams and stakeholders while collaborating with security, network, platform engineering, architecture, and client teams.
- Ensure solutions meet security, privacy, regulatory, and operational standards.
Requirements
- At least 15 years of experience is stated, with the detailed experience section requiring 18+ years in contact center technologies.
- At least four years of hands-on Genesys Cloud CX experience.
- Proven experience designing, deploying, migrating, and leading complex enterprise contact center solutions.
- Strong proficiency in Genesys Cloud design and administration, IVR design, call flows, routing, omnichannel capabilities, workforce engagement, reporting and analytics, and bot integration.
- Experience integrating Genesys Cloud CX with Salesforce, ServiceNow, Microsoft Dynamics, ERP systems, and other third-party platforms through APIs and middleware.
- Knowledge of JSON, JavaScript, SIP, WebRTC, and telephony standards.
- Bachelor’s degree in Computer Science, Engineering, Telecommunications, or a related field, or equivalent work experience.
- Technical lead or architect experience on enterprise-scale contact center projects is preferred.
- Genesys Cloud Certified Professional certification and experience with regulated industries, CI/CD, DevOps, ITIL, and Agile/Scrum are preferred.
Tech Stack
Categories
Solutions Engineering
About Accenture
Accenture is a global professional services firm providing management consulting, systems integration and technology, cybersecurity, and business process outsourcing for enterprises and governments. It operates a services-driven model delivering projects and managed services, often with major cloud and software partners, across industries worldwide. Headquartered in Dublin and publicly traded on the NYSE (ACN), it originated as Andersen Consulting and adopted the Accenture name in 2001.