Application Tech Support Practitioner at Accenture

Bengaluru, Karnataka, India

Apply Now

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 (ideally 10+ years as Senior NICE CXone Migration & Transformation Specialist)
Expertise in Cloud Contact Center Implementation (Must have skill)
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)
Strong experience in contact center technologies, CX transformation, and cloud migration projects
Proven skills in telecom/SIP integration, APIs, data dips, real-time decision logic, QoS, troubleshooting (Wireshark, SIP ladder diagrams)
Experience with integrations (CRM like Salesforce/MS Dynamics/Zendesk, SSO with SAML/OAuth2, Okta/Azure AD)

Responsibilities

Act as interface between client and system/application, define issues, and design resolutions using exceptional communication and deep product knowledge
Lead assessment of existing contact center infrastructure and define migration strategies to NICE CXone
Develop comprehensive migration and transformation project plans (resource, risk, timeline management)
Collaborate with stakeholders to gather requirements and define KPIs
Design and configure NICE CXone components, advanced call flows (CXone Studio), Skills, Profiles, Routing Profiles, and Agent Scripts
Coordinate telecom provisioning (DIDs, toll-free numbers, porting, SIP trunking), work with SBCs/VoIP gateways, ensure QoS/MOS, troubleshoot call quality
Manage end-to-end migration of voice/chat/email/digital channels, data migration (users, IVR flows, historical data, recordings, logs), risk mitigation, fallback/rollback
Integrate NICE CXone with third-party systems (CRM, ticketing, voice biometrics, AI bots, IVAs), develop APIs/web services/data connectors, support SSO
Develop/execute test plans (UAT, performance, failover, regression), ensure integrity/stability/SLAs, address defects
Create/deliver documentation (configuration guides, admin manuals, support procedures), conduct training/knowledge transfer to support/operations teams
Ensure post-migration support

Skills

NICE CXone

Cloud Contact Center

Migration

Transformation

ACD

IVR

Studio Scripting

Omnichannel Routing

Voice

Chat

SMS

Social

Quality Management

Workforce Management

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.

Land your dream remote job 3x faster with AI

Try Jobo Free