Technology Support Engineer

Project Role : Technology Support Engineer Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution. Must have skills : Genesys Voice Platform Good to have skills : NA Minimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education Summary: We are seeking a Senior Genesys Cloud SME to lead the design, implementation, and operations of enterprise Genesys Cloud CX platforms with a strong focus on AIpowered customer experience, intelligent automation, and cloud contact center transformation. The ideal candidate will possess deep expertise in Genesys Cloud CX, omnichannel contact center operations, Microsoft Teams Voice, CRM integrations, cloud telephony, AIpowered customer engagement, and platform modernization. The role involves working closely with business stakeholders, AI teams, platform suppliers, and cloud engineers to deliver intelligent, secure, and scalable Customer Experience (CX) solutions. Roles & Responsibilities: Genesys Cloud CX & Contact Center Operations Lead the administration, architecture, and lifecycle management of Genesys Cloud CX. Design and manage Architect Flows, IVR, ACD, Omnichannel Routing, SkillsBased Routing, Digital Channels, and Queue Management. Support BYOC Cloud/Premises, SIP Trunks, SBC integrations, and enterprise telephony. Manage user lifecycle, routing profiles, workforce engagement, quality management, call recording, and reporting. Drive enterprise migration from legacy Contact Center platforms to Genesys Cloud CCaaS. AIPowered Customer Experience Design and implement Genesys AI capabilities including: Predictive Routing Agent Assist Virtual Agents & Chatbots Voice Bots Conversational AI Knowledge Management Speech & Text Analytics Sentiment Analysis Enable integration with Azure OpenAI, Microsoft Copilot, AI Agents, and enterprise GenAI platforms. Support RetrievalAugmented Generation (RAG)enabled knowledge assistants for contact center agents. Optimize customer journeys using AIdriven analytics and intelligent automation. Cloud Integration & Automation Integrate Genesys Cloud with Salesforce, ServiceNow, Microsoft Teams, CRM, ERP, and enterprise SaaS platforms. Develop automation using Genesys Cloud APIs, REST APIs, Python, PowerShell, and Terraform. Implement InfrastructureasCode (IaC) and workflow automation to improve operational efficiency. Support cloud deployments across Azure and AWS environments. Platform Governance & Operations Manage incident, problem, change, release, and capacity management. Coordinate with Genesys, telecom providers, cloud vendors, and platform suppliers. Oversee licensing, compliance, backup, disaster recovery, monitoring, and operational reporting. Lead technical governance and mentor engineering teams. Required Skills Genesys Cloud CX Administration & Architecture Architect Flow Development IVR, ACD & Omnichannel Routing BYOC Cloud / BYOC Premises SIP, SIP Trunking & SBC Workforce Engagement Management (WEM) Workforce Management (WFM) CRM Integration (Salesforce, ServiceNow) REST APIs & Platform Automation Microsoft Teams Voice Integration Contact Center Analytics & Reporting AI & Automation Skills Genesys AI Predictive Routing AI Agent Assist Conversational AI Virtual Agents & Chatbots Azure OpenAI Microsoft Copilot AI Agents RAGbased Knowledge Assistants Speech & Text Analytics Sentiment Analysis AIpowered Workforce Optimization Python, PowerShell, Terraform REST APIs & Workflow Automation Preferred Skills AWS / Azure Cloud Cisco Unified Communications (CUCM) Oracle/Ribbon/AudioCodes SBC DevOps & CI/CD Enterprise Identity (SAML, OAuth) ITIL Framework Professional & Technical Skills: Strong customerfacing consulting and stakeholder management skills. Proven experience leading enterprise CCaaS transformation programs. AIfirst mindset with a passion for intelligent automation and digital customer experience. Excellent communication, leadership, and vendor management skills. Ability to translate business requirements into scalable cloud and AIenabled customer engagement solutions. Additional Information: 12+ years of experience in Contact Center, Unified Communications, and Customer Experience platforms. Minimum 5+ years of handson experience with Genesys Cloud CX architecture, implementation, and operations. Experience delivering enterprise cloud migration, omnichannel transformation, and AIenabled customer experience solutions. Preferred Certifications Genesys Cloud CX Professional / Architect Genesys AI & Workforce Engagement Certifications Microsoft Azure AI Fundamentals (AI900) Microsoft Teams Administrator (MS700) AWS Cloud Practitioner / Solutions Architect ITIL Foundation Key Competencies Enterprise CCaaS Strategy & Architecture AIPowered Customer Experience Genesys AI & Intelligent Routing Azure OpenAI & Microsoft Copilot Integration Omnichannel Contact Center Modernization Intelligent Automation & Workflow Orchestration Cloud Contact Center (CCaaS) API Integration & Platform Governance AI Analytics & Customer Journey Optimization Enterprise Digital Transformation 15 years full time education About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one