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 7.5 year(s) of experience is required Educational Qualification : 15 years full time education

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.

Roles & 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.

Professional & Technical Skills:

• Must To Have Skills: Proficiency in Genesys Voice Platform.
• Strong troubleshooting skills related to voice platform infrastructure and application support.
• Experience with incident management and problem resolution in complex technical environments.
• Ability to work with operating systems, network components, and application platforms relevant to voice solutions.
• Excellent communication skills to interact effectively with users, clients, and technical teams.
• Capability to follow and improve defined operating models and support processes.

Additional Information:

• The candidate should have minimum 7.5 years of experience in Genesys Voice Platform.
• This position is based at our Pune office.
• A 15 years full time education is required.

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  

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.