Custom Software Engineer at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Customer ExperienceIndustries

Requirements

Minimum 7.5 years of experience (10+ years preferred, with 8+ in contact center technologies)
At least 4+ years of hands-on experience with Genesys Cloud CX (must-have skill)
Proven experience designing and deploying complex contact center solutions
Migration experience from legacy platforms to Genesys Cloud CX
Strong proficiency in Genesys Cloud Design, Administration, IVR design, call flows, and routing
Knowledge of APIs, JSON, and JavaScript
Knowledge of Genesys Workforce Engagement (WEM), Reporting/Analytics, Omnichannel (Chat, Email, SMS), and Bot integration
Experience integrating with systems like Salesforce, ServiceNow, MS Dynamics, or other enterprise tools/3rd party applications
Understanding of SIP, WebRTC, and telephony standards
15 years full-time education
Preferably Genesys Cloud Certified Professional
Experience with CI/CD pipelines and DevOps practices (plus)

Responsibilities

Lead end-to-end architecture and solution design for Genesys Cloud deployments
Translate business and functional requirements into scalable and maintainable technical solutions
Align platform designs with compliance, security, and operational standards
Oversee the technical implementation of Genesys Cloud features including voice, chat, email, SMS, IVR, bots, routing strategies, and WFM
Configure and manage integrations with third-party platforms (e.g., CRM, ERP, databases)
Serve as the Subject Matter Expert (SME) for Genesys Cloud CX
Define and enforce best practices in design, configuration, and deployment
Participate in platform governance, change management, and solution lifecycle planning
Provide guidance, training, and mentoring to internal teams and stakeholders
Collaborate with cross-functional teams such as security, network, platform engineering, and architecture
Stay current with emerging Genesys Cloud features and industry trends
Proactively recommend and implement improvements to optimize performance and customer experience
Troubleshoot complex issues in production and staging environments
Support escalation processes and provide hands-on technical support when needed
Maintain thorough documentation of architecture, designs, configurations, and change logs
Ensure all solutions meet regulatory, security, and privacy standards

Skills

Genesys Cloud CX

Cloud Architecture

Contact Center

IVR

Routing Strategies

WFM

CRM Integration

ERP Integration

Agile Practices

Solution Design

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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