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 : Contact Center Technology Implementation
Good to have skills : NA
Minimum 2 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
As an Infrastructure Architect, you will lead the definition, design, and documentation of technical environments. Your typical day will involve collaborating with various teams to deploy solution architectures, conducting analyses of alternative architectures, and creating architectural standards. You will also define processes to ensure conformance with these standards, institute solution-testing criteria, and promote a clear and consistent business vision through technical architectures. Your role will be pivotal in ensuring that the technical solutions align with the overall business objectives and meet the needs of stakeholders.
Job Description
Administer and support Cisco Unified Communications Manager (CUCM) for call routing, user management, and call processing.
Manage and configure Cisco Unity Connection (CUC) for voicemail and unified messaging services.
Provide support for Cisco Unified Contact Center Express (UCCX) and Cisco Unified Contact Center Enterprise (UCCE) for contact center solutions, ensuring optimal performance and availability.
Manage and configure Voice Gateways to ensure seamless communication between the IP network and PSTN.
Configure and maintain SIP trunks and settings for VoIP communications.
Troubleshoot ISDN and VOIP issues to ensure clear and reliable voice communication.
Configure and manage IVR solutions integrated with Cisco call centers to provide automated call handling and routing.
Ensure smooth operation and optimization of Cisco CTI (Computer Telephony Integration) and ACD (Automatic Call Distribution) systems.
Monitor and maintain Cisco IVR applications, including scripting, call flows, and integration with backend systems.
Design, implement, and support IVR applications using Cisco CVP (Customer Voice Portal)
Configure call routing policies, skill-based routing, and call queuing strategies for both Cisco platforms.
Configure and maintain user profiles, agent groups, skillsets, and queues within Cisco Systems.
Configure and manage users, devices (phones, endpoints), and dial plans within the CUCM, CUC, UCCX, and UCCE systems.
Manage and support Avaya communication platforms, including Avaya IP Office and Avaya Aura, ensuring smooth integration with other communication systems.
Troubleshoot and resolve issues related to Avaya voice technologies.
Configure and maintain Avaya IVR systems and call routing logic.
Integrate Avaya Call Center platforms with CRM systems for agents calls.
Perform regular health checks, software updates, and backups for Cisco and Avaya systems.
Troubleshoot and resolve issues related to voice communication services and network connectivity.
Configure and maintain basic network switches related to voice communication, ensuring proper VLAN setup, QoS (Quality of Service), and network performance optimization for voice traffic.
Maintain clear documentation/SOPs for system configurations, changes, and incident resolutions.
Generate and review performance reports for voice systems to identify areas for improvement.
Knowledge of security best practices for voice systems.
Strong problem-solving and analytical skills.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Skills and Experience:
Strong experience with Cisco CUCM, CUC, UCCX, UCCE
Proficient in Avaya technologies, including Avaya End Points , and contact center solutions.
Knowledge and hands-on experience with Voice Gateways, SIP, ISDN, VOIP technologies and Cisco IVR solutions.
Basic to intermediate knowledge of network switches and routing as they relate to voice communication (VLANs, QoS, IP telephony
Additional Information:
- The candidate should have minimum 3 years of experience in Contact Center Technology Implementation.
- This position is based at our Pune office.
- A 15 years full time education is required.
Pune
Requesting an Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter.
Equal Employment Opportunity Statement
We believe that no one should be discriminated against because of their differences. 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. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
For details, view a copy of the Accenture Equal Opportunity Statement
Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Other Employment Statements
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.
California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
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.