Application Tech Support Practitioner

Role Overview Accenture is looking for an experienced Genesys Cloud CX Lead and Solution Architect to join our technology team in Bengaluru. In this position, you will drive the end-to-end support, deployment, and architecture of enterprise-scale contact center solutions. Partner with clients to translate business requirements into high-performance, secure, and compliant cloud platforms. Key Responsibilities - Architect and design scalable contact center solutions utilizing Genesys Cloud CX. - Manage configuration of omnichannel capabilities including voice, chat, email, SMS, and bots. - Set governance standards, change management protocols, and deployment best practices. - Collaborate with security, network, and infrastructure groups on cloud implementations. - Troubleshoot complex production issues and oversee support escalation channels. - Mentor and coach team members on Genesys Cloud design and administration. Required Qualifications - Bachelor's degree in Computer Science, Telecommunications, or related field. - At least 10 years of contact center experience, with 6+ years on Genesys Cloud. - Strong experience with legacy platform migrations to Genesys Cloud CX. - Proficient in Genesys Architect, APIs, JSON, and CRM integrations (Salesforce, ServiceNow). Why Join Us At Accenture, we reward innovation and foster an inclusive culture that helps you perform at your best. Collaborate with international teams to deliver industry-leading customer experience solutions.