1 day ago
Kolkāta, IndiaStaff+
Responsibilities
- Lead end-to-end architecture and solution design for Genesys Cloud CX deployments.
- Translate business and functional requirements into scalable technical solutions.
- Oversee implementation and configuration of voice, chat, email, SMS, IVR, bots, routing strategies, and Workforce Engagement Management capabilities.
- Configure integrations with CRM, ERP, database, and other third-party enterprise systems.
- Serve as the Genesys Cloud CX subject matter expert and define platform governance and deployment best practices.
- Provide technical leadership, mentoring, training, troubleshooting, escalation support, and continuous improvement.
- Maintain architecture and configuration documentation and ensure compliance with security, privacy, and regulatory standards.
Requirements
- Minimum 12 years of experience is stated, with the experience section requiring 15+ years in contact center technologies.
- At least 4 years of hands-on Genesys Cloud CX experience.
- Proven experience designing, deploying, and migrating complex enterprise contact center solutions.
- Strong proficiency in Genesys Cloud design, administration, IVR design, call flows, and routing.
- Experience with Genesys Workforce Engagement, reporting and analytics, omnichannel capabilities, and bot integration.
- Experience integrating Genesys Cloud with Salesforce, ServiceNow, 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.
- Technical lead or architect experience on enterprise-scale contact center projects is preferred.
- Genesys Cloud Certified Professional certification is preferred; cloud platform or contact center certifications are a plus.
- Experience with CI/CD, DevOps practices, regulated industries, ITIL, and Agile/Scrum is preferred or advantageous.
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.