A

Accenture

Advises businesses and runs their technology

Technology Support Engineer

Full-TimeUpdated
No salary listed
Senior, Expert
Pune, Maharashtra, India
In Person
IT OperationsEnterprise Applications

About the job

Requirements
  • A minimum of 5 years of experience is required.
  • 15 years of full-time education.
  • Proficiency in Genesys Cloud AI.
  • Expertise in contact center operations, omnichannel routing, IVR, integrations, reporting, and cloud telephony.
  • Strong problem-solving skills to analyze complex technical issues and provide effective solutions.
  • Experience in incident and problem management within multi-component business systems.
  • Ability to create and implement Requests for Change and maintain comprehensive documentation.
  • Strong troubleshooting and analytical skills.
  • Ability to work in global enterprise support environments.
  • Ability to collaborate with Network, Voice, Cloud, Security, and Application teams.
  • Minimum 3–5 years of hands-on experience with Genesys Cloud CX administration and operations.
  • Experience integrating contact center platforms with enterprise unified communications, customer relationship management, and cloud services.
Responsibilities
  • Resolve incidents and problems across multiple business system components and ensure operational stability.
  • Create and implement Requests for Change and update knowledge base articles to support effective troubleshooting.
  • Collaborate with vendors and help service management teams with issue analysis and resolution.
  • Administer, configure, and support Genesys Cloud CX platforms.
  • Design and maintain IVR, ACD, call routing, queues, Architect call flows, and omnichannel services across voice, chat, email, and messaging.
  • Manage user provisioning, roles, permissions, queues, skills, and routing profiles.
  • Support inbound and outbound voice services, campaigns, call recording, quality management, and workforce optimization.
  • Troubleshoot call routing, SIP trunk, SBC, telephony, and media issues.
  • Integrate Genesys Cloud with Salesforce, ServiceNow, Microsoft Teams, and other third-party SaaS platforms.
  • Configure and support APIs, webhooks, OAuth, and integration services.
  • Monitor platform health, performance, availability, and reporting using Genesys Cloud analytics.
  • Perform platform upgrades, backup validation, license management, and capacity planning.
  • Support incident, problem, and change management while coordinating with Genesys Cloud support and telecom providers.
  • Develop automation for operational tasks using APIs, scripting, and orchestration tools.
  • Participate in migration and modernization projects from on-premise contact centers to Genesys Cloud CX.
  • Collaborate with vendors and cross-functional teams.
  • Focus on automation, operational excellence, and continuous improvement.
Desired Qualifications
  • Microsoft Teams Voice Integration.
  • Cisco Unified Communications (CUCM).
  • Cloud telephony and Direct Routing.
  • AWS or Azure cloud fundamentals.
  • Python or PowerShell automation.
  • AI-powered virtual agents and chatbots.
  • Genesys AI, predictive routing, and Workforce Engagement Management (WEM).
  • ITIL Framework.
  • Genesys Cloud CX Certified Professional certification.
  • Genesys Cloud CX Developer certification.
  • ITIL Foundation certification.
  • Microsoft Teams Administrator Associate (MS-700) certification.
  • AWS or Microsoft Azure Fundamentals certification.
  • Conversational AI and intelligent IVR.
  • AI-assisted contact center operations.
  • Omnichannel customer experience.
  • REST API and workflow automation.
  • Cloud Contact Center (CCaaS) operations.
  • AI analytics and intelligent reporting.

About the company

A

Accenture

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Accenture advises large businesses and public agencies on strategy, builds their technology systems and runs ongoing operations. Its teams connect business planning with implementation, covering areas such as cloud migration, cybersecurity and customer experience. Consultants work with clients to redesign processes, while engineers integrate software from technology partners and maintain the resulting systems for multinational organizations. Clients pay for project work or continuing services, including application support and business processes such as finance and customer service. Accenture was founded in 1989 and has its headquarters in Dublin, Ireland.

Company Size

10,001+

Company Stage

IPO

Headquarters

Dublin, Ireland

Founded

1989

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Simplify Jobs

Simplify's Take

What believers are saying

  • Business demand grew: October 2026 results showed $74.2 billion annual revenue, up 5% in local currency.
  • Eligible US employees buy discounted stock: Accenture's purchase plan sells shares at 15% below market price.
  • Client relationships run deep: Accenture has worked with 195 of its top 200 customers for more than ten years.

What critics are saying

  • Bookings are not guaranteed revenue: most Accenture contracts let clients cancel quickly with little or no penalty.
  • Promotions require AI adoption: Accenture's CEO said in March 2026 that employees must use its tools effectively.
  • Federal hiring practices proved costly: Accenture settled discrimination allegations for $25 million in September 2026, without a liability finding.

What makes Accenture unique

  • Its AI platform switches models: AI Refinery selects among prebuilt models according to cost, performance and other requirements.
  • Accenture owns specialist Microsoft expertise: it cofounded the Microsoft-focused Avanade consultancy with the software maker.
  • Consulting includes creative agencies: Accenture Song owns businesses spanning advertising, digital product design and customer engagement.

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Benefits

  • Health Insurance
  • Professional Development Budget
  • 401(k) Retirement Plan
  • 401(k) Company Match

Company News

Yahoo Finance
Oct 23rd, 2026
Accenture jumps 19% on earnings beat as SEC opens private assets to retail investors

Accenture shares rose about 19% after the consulting firm beat earnings and revenue expectations for its fiscal 2026 year, and guided fiscal 2027 slightly above Wall Street forecasts. Revenue grew 5% in local currency; management expects 3% to 6% growth next year. Non-GAAP operating margin edged up to 15.8%. The stock had dipped below 10 times expected earnings and now trades at about 14 times. Accenture said 65% of new bookings came from outcome-based fixed-price projects, which a Motley Fool contributor called a counterweight to AI's unpredictable costs. Separately, new US Securities and Exchange Commission rules aim to open private assets to retail investors. They raise the performance fee cap for registered advisers, add professional licences as a route to accredited investor status, and give private funds more leeway on redemptions.

Yahoo Finance
Oct 22nd, 2026
Accenture eyes $1.5B Greater China sale while building Gemini AI launchpads for US agencies

Accenture's federal arm, Accenture Federal Services, is working with Google Public Sector on Gemini launchpads for US federal agencies. The tools aim to help agencies build generative AI models into mission workflows and internal operations. Separately, Accenture is reviewing options for its Greater China business, including a possible sale. A deal was reported at up to $1.5 billion, and the company has hired JPMorgan to explore options. Accenture, a US-based IT consulting and managed services group, has a market value of about $141.3 billion. Investors are watching for contract wins from the Gemini work and any formal update on the China review.

Business Wire
Oct 21st, 2026
TÜV SÜD and Accenture unveil physical AI safety suite to bring factories online up to 30% sooner

TÜV SÜD and Accenture are working with NVIDIA technologies to speed up safety certification of robots in factories and warehouses. They unveiled a joint "Physical AI Safety Suite" at NVIDIA GTC Berlin. The suite uses digital twins, AI agents, and simulations to partly replace manual assessments. TÜV SÜD estimates the digital process could bring production online up to 30% sooner. Certification against standards such as ISO 3691-4 is mandatory in many industrial countries before automated facilities can start. At a medium-sized plant, agreeing on safety concepts can take several weeks. The suite checks layouts, robot fleets, and individual robots before deployment. TÜV SÜD provides independent assessment and keeps responsibility for certification.

Yahoo Finance
Oct 16th, 2026
Accenture caps staff AI spending at $29 a month after $1,000 bills

Accenture has capped employee AI spending at $29 (£21.75) a month after some staff ran up bills of $1,000, according to a report by 404 Media. The consulting firm wants to curb runaway costs as employees use AI for more everyday tasks. Companies are typically billed by usage, like a utility. Last week, some staff were told their access to Anthropic's Claude had been pulled entirely. Others are also reining in costs. Uber capped engineers' Claude spending at $1,500 a month after using up its AI budget in four months, while Microsoft has reportedly cut its Claude spending by about a third. The curbs come as Anthropic prepares for a public listing, targeting a valuation as high as $2tn. Investors are reportedly considering about $1.5tn.

Yahoo Finance
Oct 16th, 2026
Accenture's AI push: analysts see earnings reaching $10.3B by 2029 on 5.2% yearly revenue growth

Accenture is shifting AI work from pilots to deeply embedded systems, according to recent deals with UMass Memorial Health, Dell, Microsoft and Workday. The UMass Memorial project is a multi-year AI data platform, while the Dell alliance pitches private AI infrastructure to regulated clients. Analysts expect revenue to grow 5.2% a year over the next three years, with profit margins rising from 11.3% to 11.9%. They forecast earnings of $10.3 billion by 2029, up from $8.4 billion today, on revenue of $86.3 billion. The stock trades at a price-to-earnings ratio of 14.2x, against 21.9x for US IT peers. Risks include slower decision cycles in federal and EMEA work, which could curb consulting demand and margins.