Accenture in India
Website:
accenture.com
Company:
https://www.linkedin.com/company/accentureindia
Industries: IT Services and IT Consulting
Job details:
Project Role : Technology Architect
Project Role Description : Design and deliver technology architecture for a platform, product, or engagement. Define solutions to meet performance, capability, and scalability needs.
Must have skills : Cloud Contact Center Implementation
Good to have skills : NA
Minimum 12 Year(s) Of Experience Is Required
Educational Qualification : 15 years full time education
Job Summary:
We are seeking an experienced Genesys Cloud CX Design and Architecture Engineer to lead the design, architecture, migration and deployment of Genesys Cloud solutions for enterprise-level contact center environments. You will play a critical role in delivering scalable, secure, and high-performance customer experience platforms by leveraging Genesys Cloud CX and integrating it with key enterprise systems. This role is both hands-on and strategic, and will work closely with business stakeholders, cross-functional teams, and clients to deliver cutting-edge contact center solutions.
Key Responsibilities:
- Architect and Design Genesys Cloud CX Solutions:
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.
- Implementation and Configuration:
- 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).
- Platform Leadership and Governance:
- 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.
- Mentorship and Collaboration:
- Provide guidance, training, and mentoring to internal teams and stakeholders.
- Collaborate with cross-functional teams such as security, network, platform engineering, and architecture.
- Continuous Improvement:
- Stay current with emerging Genesys Cloud features and industry trends.
- Proactively recommend and implement improvements to optimize performance and customer experience.
- Issue Management and Support:
- Troubleshoot complex issues in production and staging environments.
- Support escalation processes and provide hands-on technical support when needed.
- Documentation and Compliance:
- Maintain thorough documentation of architecture, designs, configurations, and change logs.
- Ensure all solutions meet regulatory, security, and privacy standards.
- Experience:
- Minimum 15+ years of experience in contact center technologies.
- At least 4+ years of hands-on experience with Genesys Cloud CX
- Proven experience designing and deploying complex contact center solutions.
- Migration experience from legacy platforms to Genesys Cloud CX.
- Technical Skills:
- Strong proficiency in Genesys Cloud Design, Administration, IVR design, call flows, and routing.
- Knowledge with 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.
- Experience with CI/CD pipelines and DevOps practices is a plus.
- Soft Skills:
- Excellent verbal and written communication skills.
- Strong problem-solving skills and attention to detail.
- Ability to work independently and in a globally distributed team environment.
- Comfortable working in a matrixed organization structure.
Preferred Experience:
- Experience in a technical lead or architect role on enterprise-scale contact center projects.
- Working knowledge of ITIL processes and Agile/Scrum methodologies.
- Experience in Industry vertical such as healthcare, finance, or regulated industries is an advantage
Mandatory skill:
- Proven ability to design, implement, and lead complex Genesys Cloud deployments including voice, IVR, routing, and omnichannel.
- Hands-on experience integrating Genesys Cloud with CRMs (e.g., Salesforce, MS Dynamics), ERP, and other third-party platforms via APIs and middleware.
- Ability to translate business requirements into technical designs, and work closely with cross-functional teams and clients.
Good to Have skill:
- CI/CD & DevOps Practices – Familiarity with automation pipelines, version control, and deployment tools to streamline configuration and testing.
- Experience in Regulated Industries (e.g., Finance, Healthcare) – Helpful in ensuring compliance and designing with regulatory standards in mind.
- Certification: Genesys Cloud Certified Professional
Required Qualifications & Skills:
- Education:
- Bachelor s degree in Computer Science, Engineering, Telecommunications, or related field, or equivalent work experience.
- Certifications:
- Preferably Genesys Cloud Certified Professional
- Additional certifications in cloud platforms or contact center solutions are a plus.
Click on Apply to know more.