Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Genesys Cloud CX
Good to have skills : Genesys Contact Center QM
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
As an Application Tech Support Practitioner, a typical day involves serving as the primary liaison between clients and the application systems they rely on. This role requires attentiveness to client needs and a commitment to maintaining the reliability and performance of world-class systems. The practitioner dedicates time to understanding client issues thoroughly, ensuring clear communication, and facilitating effective resolutions. Collaboration with various teams and stakeholders is a key part of the daily routine, ensuring that client concerns are addressed promptly and that system operations continue smoothly and efficiently throughout the day.
Roles & Responsibilities:
- Expected to be an SME, collaborate and manage the team to perform.
- Responsible for team decisions.
- Engage with multiple teams and contribute on key decisions.
- Provide solutions to problems for their immediate team and across multiple teams.
- Coordinate with cross-functional teams to ensure seamless integration and support of application systems.
- Mentor junior team members to enhance their technical and problem-solving capabilities.
- Monitor system performance and proactively identify potential issues to minimize client impact.
Professional & Technical Skills:
- Must To Have Skills: Proficiency in Genesys Cloud CX.
- Good To Have Skills: Experience with Genesys Contact Center QM.
- Strong troubleshooting skills related to cloud-based contact center technologies.
- Ability to analyze complex system behaviors and provide clear, actionable recommendations.
- Experience in managing client communications and translating technical information into understandable terms.
- Familiarity with application lifecycle management and support processes.
Additional Information:
- The candidate should have minimum 5 years of experience in Genesys Cloud CX.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.
Bengaluru
Equal Employment Opportunity Statement for Australia and New Zealand
At Accenture, we recognise that our people are multi-dimensional, and we create a work environment where all people feel like they can bring their authentic selves to work, every day.
Our unwavering commitment to inclusion and diversity unleashes innovation and creates a culture where everyone feels they have equal opportunity. Our range of progressive policies support flexibility in ‘where’, ‘when’ and ‘how’ our people work to ensure that Accenture is an organisation where you can strive for more, achieve great things and maintain the balance and wellbeing you need.
We encourage applications from all people, and we are committed to removing barriers to the recruitment process and employee lifecycle. All employment decisions shall be made without regard to age, disability status, ethnicity, gender, gender identity or expression, religion or sexual orientation and we do not tolerate discrimination. If you require any accommodations or adjustments for interviews and/or at work, please reach out to exectalent@accenture.com or contact us at +61 2 9005 5000 (Australia) or +64 44666056 (New Zealand).
To ensure our workplace is inclusive and diverse we are setting bold goals and taking comprehensive action. To achieve these goals, we collect information that allows us to track the effectiveness of our Inclusion and Diversity programs. Learn how Accenture protects your personal data and know your rights in relation to your personal data. Read more about our Privacy Statement.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.