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 5 years of experience (10+ years preferred for Senior NICE CXone Migration & Transformation Specialist)
Expertise in 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
Strong experience in contact center technologies and CX transformation
Proven experience in cloud migration projects from legacy and different cloud contact center systems to NICE CXone
Must have skills: Contact Center Technology Implementation
Educational Qualification: 15 years full-time education
Deep product knowledge to define client issues and design resolutions
Exceptional communication skills
Experience with telecom/SIP integration: provisioning DIDs, toll-free numbers, porting, SIP trunking, Session Border Controllers (SBCs), VoIP gateways, QoS, MOS scoring, network optimization, troubleshooting with Wireshark, SIP ladder diagrams
Experience with integrations: CRM (Salesforce, MS Dynamics, Zendesk), ticketing/knowledge base platforms, voice biometrics, AI bots, IVAs, APIs, web services, data connectors, SSO (SAML/OAuth2, Okta, Azure AD)

Responsibilities

Act as the ongoing interface between the client and the system/application, dedicated to quality and keeping systems running
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, including ACD, IVR, Studio scripting, Omnichannel routing, 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 DIDs, toll-free numbers, porting, and SIP trunking
Work with SBCs, VoIP gateways, SIP configurations; ensure QoS, MOS scoring, network optimization; troubleshoot call quality issues
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 risks, issues, dependencies; set up fallback/rollback mechanisms
Integrate NICE CXone with third-party systems: CRM, ticketing/knowledge base, voice biometrics, AI bots, IVAs; develop/manage APIs, web services, data connectors; support SSO integrations
Develop and execute test plans for UAT, performance, failover, and regression testing
Ensure solution integrity, stability, adherence to SLAs; address defects and support remediation
Create and deliver documentation: configuration guides, admin manuals, support procedures
Conduct training and knowledge transfer sessions
Ensure seamless handover to operations/support teams

Skills

NICE CXone

Contact Center Technology

Migration

Transformation

ACD

IVR

Studio Scripting

Omnichannel Routing

Cloud Migration

Contact Center Infrastructure

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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