Job Description

Key responsibilities of the role:

• Would be responsible for solutioning and hands on delivery of customer interaction solution (Genesys)
• Working in project delivery across SDLC phases
• Lead/contribute initiatives to create reusable assets, creating proof of concepts on technical solutions, providing technical solution overview for Business Proposals and effort estimation

• Experience: 2 to 6 years
• Minimum 2 to 6 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys PureEngage (preferably Genesys 9.X, 8.x) / Genesys PureConnect suite.
• Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Genesys Composer, Genesys Designer (Preferably in SIP framework)
• Experience in Genesys Cloud administration & application development using Genesys Designer
• Experience in Genesys Infrastructure (including but not limited to GVP, SIP, URS, ORS, OCS, GMS, Info Mart, Genesys CME, Genesys Administrator, GAX)
• Experience in leveraging Genesys product solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc.
Experience in Web Integrated Orchestration applications integrating with AI for Natural Language processing
• Would be responsible for solutioning and hands on delivery of customer interaction solution (Genesys)
• Working in project delivery across SDLC phases
• Lead/contribute initiatives to create reusable assets, creating proof of concepts on technical solutions, providing technical solution overview for Business Proposals and effort estimation

• Experience: 2 to 6 years
• Minimum 2 to 6 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys PureEngage (preferably Genesys 9.X, 8.x) / Genesys PureConnect suite.
• Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Genesys Composer, Genesys Designer (Preferably in SIP framework)
• Experience in Genesys Cloud administration & application development using Genesys Designer
• Experience in Genesys Infrastructure (including but not limited to GVP, SIP, URS, ORS, OCS, GMS, Info Mart, Genesys CME, Genesys Administrator, GAX)
• Experience in leveraging Genesys product solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc.
Experience in Web Integrated Orchestration applications integrating with AI for Natural Language processing


• Bachelor’s degree in related field or equivalent experience.
• Technical exposure to contact center and overall customer service area.
• In depth understanding of Genesys Pure Engage Framework (9.x, 8.X) or PureConnect Product suite
• The ideal candidate will possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc...)
• Candidates who fit this profile will have a minimum of 2 to 6 years of application design and development experience implementing in the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.
The following characteristics are sought:
• Extensive leading-edge expertise in implementing multichannel (IVR, Callback, Web, Email, Chat, SMS, Social Media etc..) contact center applications using Genesys tooles including Composer, Designer and GAX
• Worked on Genesys Contact Center suites - including GVP with Speech recognition, Omni-Channel Routing, Reporting, WFM
• Thorough understanding of Genesys Framework, Integration with internal and external components
• Delivery credentials for


Qualifications

Bachelor’s degree in related field or equivalent experience.

We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. If you are contacted by someone asking for payment, please do not respond, and contact us at india.fc.check@accenture.com immediately.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Life at Accenture

Work where you're inspired to explore your passions and where your talents are nurtured and cultivated. Innovate with leading-edge technologies on some of the coolest projects you can imagine.

image

Work Environment

Be your best every day in a work environment that helps drive innovation in everything you do.


LEARN MORE

image

Training and Development

Take time away to learn and learn all the time in our regional learning hubs, connected classrooms, online courses and learning boards.

LEARN MORE

View All

Learn more about Accenture

With over 450,000 employees in more than 120 countries, Accenture solves our clients' toughest challenges by providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.

View All

Stay connected

Join our Team

Join Our Team

Search open positions that match your skills and interest. We look for passionate, curious, creative and solution-driven team players.

Keep up to date

Keep Up to Date

Stay ahead with careers tips, insider perspectives, and industry-leading insights you can put to use today–all from the people who work here.

Stay Connected

Stay Connected

Receive job alerts, latest news and insider tips tailored to your preferences. See what exciting and rewarding opportunities await.

View All