2 days ago
Bengaluru, IndiaMid Level
Responsibilities
- Develop and enhance Genesys Cloud CX Architect call flows and inbound IVR applications.
- Configure voice routing strategies, queues, and contact center solutions.
- Troubleshoot SIP, RTP, WebRTC, BYOC trunks, SBC gateways, and Genesys Edge issues.
- Configure application enhancements and integrate third-party systems within the Genesys Cloud ecosystem.
- Collaborate with cross-functional teams to support and integrate business applications.
- Document troubleshooting processes and solutions for a reusable knowledge base.
- Contribute to support-process and tooling improvements.
- Provide stakeholders with timely issue-status updates and resolution progress.
Requirements
- At least 2 years of experience in Cloud Contact Center Implementation.
- 15 years of full-time education.
- Experience with Genesys Cloud CX voice, queues, routing, and Architect.
- Experience with inbound IVR and call-flow development, application configuration, and enhancements.
- Knowledge of REST APIs, Data Actions, JSON, and Postman.
- Experience with SIP, RTP, WebRTC, BYOC trunks, and Genesys Edge.
- Familiarity with contact center technology capabilities and monitoring techniques.
- Strong problem-solving, collaboration, individual ownership, and technical communication skills.
Benefits
- The position is based at the Bengaluru office.
Tech Stack
Postman
Categories
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.