Application Tech Support Practitioner at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Contact CenterIndustries

Requirements

Minimum 7.5 years of experience (Senior role with 12+ years preferred)
Expertise in Cloud Contact Center Implementation (Must have)
15 years full-time education
Deep product knowledge in NICE CXone components (ACD, IVR, Studio scripting, Omnichannel routing, QM, WFM, Interaction Analytics, Personal Connection, Screen Recording)
Experience in planning, designing, configuring, migrating, integrating, and testing NICE CXone solutions
Proven experience in CX transformation and cloud migration projects from legacy and different cloud contact center systems
Strong expertise in contact center technologies
Skills in telecom & SIP integration (DIDs, toll-free numbers, porting, SIP trunking, SBCs, VoIP gateways, QoS, MOS scoring, network optimization, troubleshooting with Wireshark, SIP ladder diagrams)
Experience with integrations (CRM like Salesforce, MS Dynamics, Zendesk; ticketing/knowledge base; voice biometrics, AI bots, IVAs; APIs, web services, SSO with SAML/OAuth2, Okta, Azure AD)
Ability to lead and manage teams of developers, DevOps engineers, and testers

Responsibilities

Act as the ongoing interface between the client and the system or application, defining client issues and designing resolutions using exceptional communication skills and deep product knowledge
Lead and manage a team of developers, DevOps engineers, and testers; assess existing contact center infrastructure and define migration strategies to NICE CXone
Develop comprehensive migration and transformation project plans, including resource, risk, and timeline management
Collaborate with business stakeholders to gather requirements and define KPIs for transformation
Design and configure NICE CXone components including ACD, IVR, Studio scripting, Omnichannel routing (Voice, Email, Chat, SMS, Social), QM, WFM, Interaction Analytics, Personal Connection, and Screen Recording
Create advanced call flows using CXone Studio, leveraging APIs, data dips, and real-time decision logic
Configure and optimize Skills, Profiles, Routing Profiles, and Agent Scripts
Coordinate with telecom service providers for provisioning DIDs, toll-free numbers, porting, and SIP trunking; work with SBCs, VoIP gateways, and SIP configurations
Ensure QoS, MOS scoring, and network optimization for voice traffic; troubleshoot call quality issues using tools like Wireshark and SIP ladder diagrams
Manage end-to-end migration of voice, chat, email, and digital channels to NICE CXone; coordinate data migration (users, IVR Flows, historical data, call routing logic, recordings, logs)
Identify and mitigate migration-related risks, issues, and dependencies; set up fallback and rollback mechanisms
Integrate NICE CXone with third-party systems (CRM, ticketing, knowledge base, voice biometrics, AI bots, IVAs); develop and manage APIs, web services, data connectors, and SSO
Develop and execute test plans for UAT, performance, failover, and regression testing; ensure solution integrity, stability, and SLA adherence
Address defects and support remediation efforts
Create and deliver detailed documentation (configuration guides, admin manuals, support procedures); conduct training and knowledge transfer to operations/support teams

Skills

NICE CXone

Cloud Contact Center Implementation

Migration

Transformation

ACD

IVR

Studio Scripting

Omnichannel Routing

DevOps

Contact Center Technologies

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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