15 hours ago
Remote, India or Bengaluru, IndiaMid Level
Responsibilities
- Provide 24x7 production support for AWS and Genesys Cloud Contact Center environments.
- Monitor and troubleshoot Genesys Cloud components, contact-center flows, routing, telephony, recordings, campaigns, and reporting.
- Support Amazon Connect and AWS integrations involving Lambda, Lex, S3, CloudWatch, IAM, DynamoDB, and API Gateway.
- Manage P1/P2/P3 incidents, service requests, changes, and problem tickets within defined SLAs.
- Perform root-cause analysis for voice, IVR, routing, agent, telephony, API, integration, and application issues.
- Configure and troubleshoot Genesys Architect and AWS Connect contact flows, queues, routing profiles, skills, prompts, schedules, and integrations.
- Support DID, TFN, ANI, carrier, SIP, telephony, number-porting, and call-routing issues with carriers and network teams.
- Implement and support Genesys Cloud APIs and AWS-based integrations.
- Participate in disaster recovery, business continuity, releases, migrations, and platform upgrades.
- Perform application and infrastructure monitoring using CloudWatch, Genesys monitoring tools, dashboards, and operational reports.
- Maintain SOPs, runbooks, knowledge articles, architecture documents, and troubleshooting guides.
- Meet security and compliance requirements involving IAM, SSO, access management, vulnerability remediation, and change governance.
- Identify opportunities for automation and AI-driven operations, including conversational AI and intelligent contact-center solutions.
Requirements
- Intermediate proficiency in cloud infrastructure is preferred.
- Intermediate proficiency in cloud platform architecture is preferred.
- Advanced proficiency in contact-center solutions is preferred.
- Intermediate proficiency in telephony systems is preferred.
- Beginner proficiency in customer experience technologies is preferred.
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.