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, TelecommunicationsIndustries

Requirements

Minimum 7.5 years of experience (10+ years preferred in Contact Center technologies)
At least 5+ years of expertise in Genesys Cloud CX migration and transformation
15 years full-time education
Must have skills: Cloud Contact Center Implementation
Deep expertise in Genesys Cloud CX (routing, IVR, digital, WEM, integrations)
Proven experience leading contact center migrations from legacy platforms (Avaya, Cisco, Genesys Engage, etc.) to Genesys Cloud CX
Strong knowledge of contact center operations, customer experience best practices, and transformation frameworks
Hands-on experience with Genesys Cloud Architect, APIs, AppFoundry integrations, and Salesforce/ServiceNow/CRM connectors
Experience establishing and managing CI/CD pipelines for contact center applications and AWS infrastructure deployments
Ensure adoption of DevOps best practices
Blend of solution architecture expertise, DevOps knowledge, leadership skills, and deep technical expertise across AWS services and contact center platforms

Responsibilities

Assess existing contact center platforms and map out migration paths to Genesys Cloud CX
Define migration approaches (big bang, phased, hybrid) based on business requirements and risk profile
Identify transformation opportunities to leverage Genesys Cloud CX features (AI, bots, digital channels, WEM)
Translate business and technical requirements into Genesys Cloud CX solutions
Design IVR, routing flows, digital channels, and workforce engagement solutions
Define integration strategies with CRM, workforce tools, and third-party systems
Recommend modernization opportunities (conversational AI, omnichannel enablement, analytics)
Support business process re-engineering aligned with Genesys Cloud CX capabilities
Enable adoption of AI-powered solutions (Predictive Engagement, Dialog Engine, Agent Assist)
Guide technical teams in configuration, migration scripts, and cutover planning
Define test strategies, validation plans, and success metrics
Ensure compliance, security, and governance standards are met during migration
Act as a trusted advisor to business and IT stakeholders
Provide SME-level guidance during workshops, design sessions, and executive updates
Support change management, training, and user adoption
Lead large-scale enterprise Contact Center Migration and Transformation programs on Genesys Cloud CX
Drive customer experience modernization and manage a high-performing technical team
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/design resolutions based on deep product knowledge

Skills

Genesys Cloud CX

Cloud Contact Center Implementation

Contact Center Migration

Contact Center Transformation

AWS

DevOps

Solution Architecture

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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