The Role
Support and administer Genesys Cloud CX contact center environments, including IVR flows, queues, ACD, routing, user provisioning, telephony, integrations, monitoring, reporting, and platform troubleshooting. Manage incidents, problems, changes, and releases while coordinating with vendors, telecom providers, Genesys support, and internal teams. Maintain documentation, SOPs, and operational runbooks, and support business users with production issue resolution.
Summary Generated by Built In
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 Cloud CX
Good to have skills : NA
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
We are seeking a Genesys Cloud CX Support Engineer with 3+ years of experience to support enterprise Genesys Cloud CX (CCaaS) environments. The ideal candidate will have handson experience in contact center operations, IVR support, call routing, user administration, and telephony troubleshooting. The role involves maintaining platform availability, supporting business users, troubleshooting production issues, and assisting in cloud contact center enhancements.
Roles & Responsibilities:
Support the daytoday administration and operation of Genesys Cloud CX.
Configure and maintain Architect Flows, IVR, Queues, Skills, ACD, and Omnichannel Routing.
Perform user provisioning, role assignments, queue management, and MACD activities.
Monitor platform health, call quality, and system performance.
Troubleshoot issues related to voice routing, SIP trunks, call flows, telephony, and agent desktops.
Support integrations with Salesforce, ServiceNow, Microsoft Teams, and other business applications.
Generate operational reports, dashboards, and usage statistics.
Participate in incident, problem, change, and release management activities.
Coordinate with Genesys support, telecom providers, and internal teams to resolve production issues.
Maintain documentation, SOPs, and operational runbooks.
Required Skills
Genesys Cloud CX Administration
Architect Flow & IVR Support
ACD & Queue Management
Omnichannel Routing
SIP & Basic Telephony Concepts
Contact Center Operations
User & Role Management
Reporting & Monitoring
Incident & Problem Management
CRM Integration Fundamentals (Salesforce/ServiceNow)
Preferred Skills
Microsoft Teams Voice
REST API Fundamentals
BYOC Cloud Basics
AWS/Azure Cloud Fundamentals
Python or PowerShell (Basic)
ITIL Foundation
Professional Attributes
Strong troubleshooting and analytical skills.
Good verbal and written communication.
Customerfocused with a proactive approach to problem resolution.
Ability to work collaboratively with crossfunctional teams.
Eagerness to learn new cloud and contact center technologies.
Additional Information:
3+ years of experience in Contact Center, Unified Communications, or Voice Support.
Handson experience supporting Genesys Cloud CX or similar CCaaS platforms.
Experience with IVR, call routing, telephony support, and incident management is preferred.
Preferred Certifications
Genesys Cloud CX Certified Associate/Professional *(Preferred)*
ITIL Foundation
Microsoft Azure Fundamentals or AWS Cloud Practitioner *(Preferred)*
Key Competencies
Genesys Cloud CX Support
Contact Center Operations
IVR & Call Flow Support
Omnichannel Routing
User & Queue Administration
SIP & Telephony Basics
Platform Monitoring
Incident & Change Management
Customer Support & Service Delivery
Cloud Contact Center Fundamentals
15 years full time education
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 Cloud CX
Good to have skills : NA
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
We are seeking a Genesys Cloud CX Support Engineer with 3+ years of experience to support enterprise Genesys Cloud CX (CCaaS) environments. The ideal candidate will have handson experience in contact center operations, IVR support, call routing, user administration, and telephony troubleshooting. The role involves maintaining platform availability, supporting business users, troubleshooting production issues, and assisting in cloud contact center enhancements.
Roles & Responsibilities:
Support the daytoday administration and operation of Genesys Cloud CX.
Configure and maintain Architect Flows, IVR, Queues, Skills, ACD, and Omnichannel Routing.
Perform user provisioning, role assignments, queue management, and MACD activities.
Monitor platform health, call quality, and system performance.
Troubleshoot issues related to voice routing, SIP trunks, call flows, telephony, and agent desktops.
Support integrations with Salesforce, ServiceNow, Microsoft Teams, and other business applications.
Generate operational reports, dashboards, and usage statistics.
Participate in incident, problem, change, and release management activities.
Coordinate with Genesys support, telecom providers, and internal teams to resolve production issues.
Maintain documentation, SOPs, and operational runbooks.
Required Skills
Genesys Cloud CX Administration
Architect Flow & IVR Support
ACD & Queue Management
Omnichannel Routing
SIP & Basic Telephony Concepts
Contact Center Operations
User & Role Management
Reporting & Monitoring
Incident & Problem Management
CRM Integration Fundamentals (Salesforce/ServiceNow)
Preferred Skills
Microsoft Teams Voice
REST API Fundamentals
BYOC Cloud Basics
AWS/Azure Cloud Fundamentals
Python or PowerShell (Basic)
ITIL Foundation
Professional Attributes
Strong troubleshooting and analytical skills.
Good verbal and written communication.
Customerfocused with a proactive approach to problem resolution.
Ability to work collaboratively with crossfunctional teams.
Eagerness to learn new cloud and contact center technologies.
Additional Information:
3+ years of experience in Contact Center, Unified Communications, or Voice Support.
Handson experience supporting Genesys Cloud CX or similar CCaaS platforms.
Experience with IVR, call routing, telephony support, and incident management is preferred.
Preferred Certifications
Genesys Cloud CX Certified Associate/Professional *(Preferred)*
ITIL Foundation
Microsoft Azure Fundamentals or AWS Cloud Practitioner *(Preferred)*
Key Competencies
Genesys Cloud CX Support
Contact Center Operations
IVR & Call Flow Support
Omnichannel Routing
User & Queue Administration
SIP & Telephony Basics
Platform Monitoring
Incident & Change Management
Customer Support & Service Delivery
Cloud Contact Center Fundamentals
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.
Skills Required
- Genesys Cloud CX experience
- Minimum 2 years of professional experience
- 15 years of full-time education
- Genesys Cloud CX administration
- Architect Flow and IVR support
- ACD and queue management
- Omnichannel routing
- SIP and basic telephony concepts
- Contact center operations experience
- User and role management
- Reporting and monitoring
- Incident and problem management
- CRM integration fundamentals with Salesforce or ServiceNow
- 3+ years of experience in contact center, unified communications, or voice support
- Hands-on experience supporting Genesys Cloud CX or similar CCaaS platforms
- Microsoft Teams Voice
- REST API fundamentals
- BYOC Cloud basics
- AWS or Azure cloud fundamentals
- Basic Python or PowerShell
- ITIL Foundation
- Genesys Cloud CX Certified Associate or Professional certification
- Microsoft Azure Fundamentals or AWS Cloud Practitioner certification
Accenture Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Accenture and has not been reviewed or approved by Accenture.
-
Healthcare Strength — Pay is considered competitive when paired with robust insurance options and other perks that compare well with large consulting and IT services peers. Multiple national medical plan options plus dental and vision are positioned as a core strength of the overall package.
-
Retirement Support — Retirement support is positioned as a standout feature through a 401(k) dollar-for-dollar match up to a set percentage after eligibility. The package is reinforced by additional financial programs such as savings tools and related resources.
-
Parental & Family Support — Parental and caregiving supports are presented as a meaningful benefit differentiator through substantial paid parental leave and multiple caregiver-oriented programs. Backup care and fertility/adoption/surrogacy navigation and reimbursements add breadth to family support beyond leave alone.
Accenture Insights
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 500,000+ people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.
