Infra Tech Support Practitioner

• Project Role : Infra Tech Support Practitioner
• Project Role Description : Provide L1–L2 technical support for infrastructure, systems, and applications in production and development environments, both remotely and onsite, following defined operating models and processes. Act as the primary interface with users/clients to accurately diagnose issues and deliver effective resolutions across infrastructure, operating systems, networks, and application platforms, ensuring service stability and quality support.
• Must have skills : Genesys Voice Platform
• Good to have skills : NA
• Minimum 3 year(s) of experience is required
• Educational Qualification : 15 years full time education

Job Description – Genesys Cloud Engineer (AIEnabled Contact Center & CCaaS)

• Job Title
• Genesys Cloud Engineer – AIEnabled Contact Center & Customer Experience (CCaaS)

• Location: Pune
• Experience: 6+ Years
• Employment Type: FullTime

• Role Summary
• We are looking for a Genesys Cloud Engineer with 6+ years of experience in Genesys Cloud CX, Contact Center Operations, Unified Communications, and AIenabled Customer Experience. The ideal candidate will support the implementation, administration, and optimization of Genesys Cloud CX while leveraging AIpowered capabilities, automation, cloud integrations, and omnichannel technologies to deliver exceptional customer experiences.

The role requires handson expertise in Genesys Cloud, IVR, ACD, Microsoft Teams Voice, CRM integrations, cloud telephony, and exposure to AI technologies such as Genesys AI, Microsoft Copilot, Azure OpenAI, and Conversational AI.

Key Responsibilities

• Genesys Cloud CX Operations
• Administer and support Genesys Cloud CX environments, including Architect Flows, IVR, ACD, queues, routing profiles, and omnichannel channels (Voice, Chat, Email, Messaging).
• Manage user provisioning, call routing, call recording, reporting, quality management, and workforce engagement features.
• Support SIP Trunking, BYOC Cloud/Premises, SBC integrations, and telephony troubleshooting.
• Perform incident, problem, change, and release management while ensuring platform availability.

• AIPowered Contact Center
• Configure and support Genesys AI capabilities such as Predictive Routing, Agent Assist, Virtual Agents, and Chatbots.
• Support integrations with Microsoft Copilot, Azure OpenAI, AI Assistants, and enterprise knowledge platforms.
• Assist in implementing Conversational AI, Speech Analytics, and intelligent customer selfservice.
• Support AIpowered reporting, customer insights, and operational analytics.

• Cloud Integration & Automation
• Integrate Genesys Cloud with Salesforce, ServiceNow, Microsoft Teams, and other enterprise SaaS applications.
• Develop and support automation using REST APIs, Python, PowerShell, and workflow automation tools.
• Assist with cloud deployments, upgrades, license management, backup, monitoring, and reporting.

• Required Skills
• Genesys Cloud CX Administration
• Architect Flow Development
• IVR, ACD & Omnichannel Routing
• SIP, SBC & Cloud Telephony
• Contact Center Operations
• Workforce Engagement Management (WEM)
• REST APIs & Integrations
• CRM Integration (Salesforce, ServiceNow)
• Incident & Problem Management
• Reporting & Analytics

• AI & Modern Technology Skills
• Genesys AI
• Predictive Routing
• AI Agent Assist
• Virtual Agents & Chatbots
• Microsoft Copilot
• Azure OpenAI (Exposure)
• Conversational AI
• Speech & Text Analytics
• AIpowered Customer Insights
• Python / PowerShell Automation
• REST APIs & Workflow Automation

• Preferred Skills
• Microsoft Teams Calling
• Cisco Unified Communications (CUCM)
• AWS / Azure Cloud Fundamentals
• BYOC Cloud / BYOC Premises
• DevOps & CI/CD Basics
• ITIL Foundation

• Professional Attributes
• Strong troubleshooting and analytical skills.
• Excellent communication and customerfacing abilities.
• Passion for AI, cloud technologies, and customer experience transformation.
• Ability to work collaboratively with Network, Voice, Cloud, Security, and Application teams.
• Automationfirst mindset with focus on continuous improvement and operational excellence.

• Education
• Bachelor's Degree in Engineering, Computer Science, Information Technology, Electronics, Telecommunications, or equivalent.

• Experience
• 6+ years of experience in Contact Center, Unified Communications, or Voice Engineering.
• Minimum 2–3 years of handson experience with Genesys Cloud CX administration and support.
• Experience integrating Genesys Cloud with CRM, Microsoft Teams, and cloud platforms is preferred.
• Exposure to AIenabled customer engagement and automation technologies is highly desirable.

• Preferred Certifications
• Genesys Cloud CX Professional Certification
• Genesys Cloud CX Developer Certification
• Microsoft Azure AI Fundamentals (AI900)
• Microsoft Teams Administrator (MS700)
• ITIL Foundation

• Key Competencies
• Genesys Cloud CX Administration
• AIEnabled Contact Center Operations
• Omnichannel Customer Engagement
• Genesys AI & Conversational AI
• Microsoft Copilot & Azure OpenAI Integration
• Contact Center Automation
• CRM & SaaS Integrations
• Cloud Contact Center (CCaaS)
• Intelligent Analytics & Reporting
• Customer Experience Modernization

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 of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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