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, ConsultingIndustries

Requirements

Minimum 12 year(s) of experience (15+ years preferred in enterprise architecture, CX strategy, CRM, and large-scale contact center transformation)
Educational Qualification: 15 years full time education
Must have skills: Solution Architecture
Deep expertise in CCaaS platforms – Amazon Connect, Genesys Cloud CX, NICE CXone, Cisco, or similar
Proven track record in designing and delivering enterprise-scale cloud contact center architectures
Strong experience in API-based integrations with enterprise platforms (Salesforce, ServiceNow, ERP/CRM)
Skilled at bridging business strategy and technical architecture

Responsibilities

Lead the architecture, design, and implementation of CCaaS platforms for enterprise clients
Define and own the cloud contact center architecture strategy for enterprise-scale transformation programs
Design end-to-end CCaaS architectures, leveraging Amazon Connect, Genesys Cloud CX, NICE CXone, and AWS services to modernize and optimize contact center operations
Ensure architecture governance across programs, adhering to best practices, compliance, scalability, and security standards
Develop reference architectures, integration blueprints, and reusable frameworks for consistent solution delivery
Collaborate with client architects, business stakeholders, and technical teams to align solutions with enterprise CX and IT strategy
Act as a trusted advisor to executive stakeholders, shaping CX transformation roadmaps
Conduct enterprise-level design sessions, architecture reviews, and solution assessments with clients
Provide strategic thought leadership on CX, cloud contact center platforms, omnichannel engagement, and emerging technologies
Translate business requirements and customer challenges into differentiated architecture solutions
Lead solutioning efforts for RFPs, proposals, and client opportunities as the architecture authority
Contribute to practice growth through Go-To-Market (GTM) offerings, reusable assets, and Points of View (PoVs)
Share industry insights and best practices in CCaaS and CX transformation
Mentor and guide solution architects, consultants, and engineering teams in CCaaS solution design and implementation
Support upskilling, hiring, and capability development within the practice
Drive the adoption of architecture standards, best practices, and reusable solution components across teams
Act as the ongoing interface between the client and the system or application, dedicated to quality with exceptional communication skills
Accurately define client issues and interpret and design resolutions based on deep product knowledge

Skills

Solution Architecture

Amazon Connect

Genesys Cloud CX

NICE CXOne

AWS

CCaaS

Cloud Contact Center

Enterprise Architecture

API Integrations

CX Strategy

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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