Infra Tech Support Practitioner
Project Role Description : Provide ongoing technical support and maintenance of production and development systems and software products (both remote and onsite) and for configured services running on various platforms (operating within a defined operating model and processes). Provide hardware/software support and implement technology at the operating system-level across all server and network areas, and for particular software solutions/vendors/brands. Work includes L1 and L2/ basic and intermediate level troubleshooting.
Must have skills : Cloud Contact Center Operations
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
The Full Stack Cloud Contact Center Engineer is responsible for the operations and management of unified communications and contact center platforms. This role specializes in Contact Center/ACD functionality, operations of Genesys Engage, Cisco UCCX/UCCE, and Avaya, as well as adjunct technologies such as recording systems, WFM, dialers, CRM, and SBC. The engineer leverages automation, scripting, and Agentic AI frameworks to ensure resilient, secure, and efficient UC and contact center operations with proactive observability and continuous improvement.
Roles & Responsibilities:
- Operate, monitor, and maintain Contact Center/ACD functionality across Genesys Engage, Cisco UCCX/UCCE, and Avaya platforms.
- Manage and support unified communications environments, ensuring up time, call flow integrity, and capacity management.
- Administer adjunct systems (recording platforms, WFM, dialers, CRM integrations, SBC) to ensure end-to-end service quality.
- Implement and maintain call routing, IVR flows, queues, skills, and policies aligned to operational requirements.
- Automate operational tasks, deployments, and configuration changes using scripting and CI/CD pipelines.
- Continuously monitor, troubleshoot, and optimize UC and contact center infrastructure using observability and management tools.
- Apply AI-aided UC and contact center observability tools for quality analytics, anomaly detection, and predictive insights.
- Apply Agentic AI frameworks to enhance real-time observability, automated remediation, and experience management across UC and contact center journeys.
- Ensure compliance with operational standards, service SLAs, security policies, and regulatory requirements.
- Mentor support teams and collaborate with product and business stakeholders.
Professional & Technical Skills:
- Strong understanding of Contact Center/ACD concepts (IVR, skills-based routing, queues, call flows, reporting).
- Hands-on experience operating Genesys Engage, Cisco UCCX/UCCE, and/or Avaya platforms.
- Experience with adjunct systems (recording, WFM, dialers, CRM, SBC) and their integrations.
- Experience in automation and scripting (Python, Node.js, TypeScript, or similar).
- Experience with UC and contact center observability and management tools.
- Experience with AI-aided UC observability and management tools.
- Understanding of Agentic AI frameworks for operations and experience management.
- Ability to troubleshoot complex incidents across telephony, platform services, and integrations.
- Excellent communication and collaboration skills.
Certifications (Required/Preferred):
- Genesys Engage or Genesys Cloud CX Certifications
- Cisco Certified Specialist Collaboration (UCCX/UCCE)
- Avaya Certified Specialist
- SBC/VoIP Vendor Certifications (e.g., AudioCodes, Ribbon)
- CRM Platform Certifications (e.g., Salesforce Administrator)
- PCEP Certified Entry-Level Python Programmer
Additional Information:
- The candidate should have minimum 4-5 years of experience as Cloud Contact Center support engineer.
- This position is based at our Bangaluru/Gurgaon/Pune office.
- A 15-year full-time education is required.
-- Resource needs to be AI Ready.
- AI Powered Tech Talent
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.