SW/App/Cloud Tech Support Sr Analyst - Voice
Designation: SW/App/Cloud Tech Support Sr Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
About Accenture
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What would you do? • This role is part of the Global Voice Services function and is responsible for transforming business and operational requirements into intuitive voice and conversational flows. The position designs, develops, integrates, tests, deploys, and supports solutions across Interactive Voice Response (IVR), Intelligent Virtual Assistant (IVA), and contact center platforms. • • Design and configure IVR call flows, menus, prompts, routing logic, queue treatments, business-hours rules, and transfer paths across contact center platforms. • • Design, develop, and maintain IVA applications using natural language processing, conversational AI, and automation technologies. • • Create and maintain solution designs, call-flow diagrams, conversation designs, and support technical documentation. • • Integrate IVR and IVA solutions with APIs, CRM platforms, telephony services, databases, authentication services, and other enterprise or third-party systems.
What are we looking for? • Primary skill - IT Service Management (ITSM) - P2 • Secondary skill - Cloud Contact Center Operations - P3 • • Experience with IVA development platforms. • • Practical knowledge of IVR programming, automatic speech recognition, text-to-speech, DTMF, SIP and telephony concepts, queue routing, and agent transfer patterns.
Roles and Responsibilities: • • Translate business and operational use cases into customer-focused call flows, intents, entities, dialogue paths, exception handling, and escalation journeys. • • Create and maintain solution designs, call-flow diagrams, conversation designs, and support technical documentation. • • Integrate IVR and IVA solutions with APIs, CRM platforms, telephony services, databases, authentication services, and other enterprise or third-party systems. • • Prepare test plans and execute functional, integration, and user acceptance testing for IVR and IVA solutions. • • Support planned maintenance, configuration changes, release activities, and business continuity testing. • • Provide technical guidance and troubleshooting support to end users.
Kolkata
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