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

Contact Center, Customer ExperienceIndustries

Requirements

Minimum 3 year(s) of experience (Senior role specifies 10+ years in NICE CXone migration & transformation)
Educational Qualification: 15 years full time education
Must have skills: Contact Center Technology Implementation
Good to have skills: NA
Strong expertise in contact center technologies
Deep understanding of CX transformation
Proven experience in cloud migration projects
Exceptional communication skills
Deep product knowledge (NICE CXone)

Responsibilities

Act as the ongoing interface between the client and the system or application
Accurately define client issues and interpret/design resolutions
Lead assessment of 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: ACD, IVR, Studio scripting, Omnichannel routing (Voice, Email, Chat, SMS, Social), Quality Management (QM), Workforce Management (WFM), Interaction Analytics, Personal Connection (Predictive Dialer), 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 to provision DIDs, toll-free numbers, porting, and SIP trunking
Work with Session Border Controllers (SBCs), VoIP gateways, and SIP-based configurations
Ensure QoS (Quality of Service), MOS scoring, and network optimization for voice traffic
Troubleshoot call quality issues, packet loss, jitter, latency using tools like Wireshark, 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, call recordings, interaction logs
Identify and mitigate migration-related risks, issues, and dependencies
Set up fallback and rollback mechanisms for high-availability deployments
Integrate NICE CXone with third-party systems: CRM (Salesforce, MS Dynamics, Zendesk), Ticketing/knowledge base platforms, Voice biometrics, AI bots, IVAs
Develop and manage APIs, web services, and data connectors
Support SSO integrations using SAML/OAuth2 and identity providers (Okta, Azure AD)
Develop and execute test plans for UAT, performance testing, failover testing, and regression testing
Ensure solution integrity, stability, and adherence to SLAs before go-live
Address defects and support remediation efforts
Create and deliver detailed documentation: configuration guides, admin manuals, support procedures
Conduct training and knowledge transfer sessions to support and operations teams
Ensure post-migration support

Skills

NICE CXone

Contact Center Technology

Migration

Transformation

ACD

IVR

Studio Scripting

Omnichannel Routing

Voice

Chat

SMS

Social

Quality Management

Workforce Management

Cloud Migration

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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