9 days ago
Gurgaon, IndiaStaff+
Responsibilities
- Architect and design end-to-end Genesys Cloud CX solutions for enterprise deployments.
- Translate business and functional requirements into scalable, maintainable technical architectures.
- Lead implementation and configuration of voice, chat, email, SMS, IVR, bots, routing strategies, and workforce management capabilities.
- Manage integrations between Genesys Cloud and CRM, ERP, database, and other third-party enterprise platforms.
- Lead migrations from legacy contact center platforms to Genesys Cloud CX.
- Serve as the Genesys Cloud CX subject matter expert and define design, configuration, and deployment best practices.
- Provide platform governance, change management, lifecycle planning, documentation, and compliance oversight.
- Mentor internal teams and stakeholders and collaborate with security, network, platform engineering, architecture, clients, and cross-functional teams.
- Troubleshoot complex production and staging issues and provide hands-on technical support during escalations.
- Recommend and implement improvements to platform performance and customer experience.
Requirements
- At least 12 years of professional experience is required; the experience section also specifies 15+ years in contact center technologies.
- At least 4 years of hands-on experience with Genesys Cloud CX.
- Proven experience designing and deploying complex enterprise contact center solutions and migrating legacy platforms to Genesys Cloud CX.
- Strong proficiency in Genesys Cloud design and administration, IVR design, call flows, routing, workforce engagement, reporting and analytics, omnichannel capabilities, and bot integration.
- Experience integrating Genesys Cloud with Salesforce, Microsoft Dynamics, ERP systems, and other third-party platforms through APIs and middleware.
- Knowledge of APIs, JSON, JavaScript, SIP, WebRTC, and telephony standards.
- Bachelor's degree in Computer Science, Engineering, Telecommunications, or a related field, or equivalent work experience.
- Experience in a technical lead or architect role on enterprise-scale contact center projects is preferred.
- Genesys Cloud Certified Professional certification is preferred; additional cloud-platform or contact-center certifications are a plus.
- Experience with regulated industries such as finance or healthcare is advantageous.
- Familiarity with CI/CD pipelines, DevOps practices, ITIL processes, and Agile/Scrum methodologies is preferred or beneficial.
- Strong communication, problem-solving, independent-work, collaboration, and attention-to-detail skills.
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.