Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.

Summary:
CL9 – Senior Support Engineer / Technical Lead (Genesys Cloud L2/L2.5)
Role Focus: Advanced troubleshooting and operational leadership
The CL9 Senior Support Engineer / Technical Lead provides advanced troubleshooting and operational leadership for Genesys Cloud platforms. This role serves as the technical escalation point for complex incidents, drives root cause analysis, and mentors junior engineers to maintain high service quality across contact center operations.

Roles and Responsibilities:
• Lead L2/L2.5 support for Genesys Cloud across voice, chat, email, and messaging channels.
• Diagnose complex issues involving routing logic, integrations, APIs, and performance anomalies.
• Own problem management processes, including root cause analysis (RCA) and the definition of corrective and preventive actions (CAPA).
• Coordinate with Genesys support, carriers, and internal network/UC teams for escalations and resolution.
• Guide and mentor CL10 engineers; review and approve configuration changes.
• Ensure SLA adherence, quality standards, and compliance with operational governance frameworks.
• Contribute to knowledge management, operational runbooks, and continuous improvement initiatives.
Job Qualifications:
• Bachelor's degree in Information Technology, Computer Science, Telecommunications, or related field.
• 3–6 years of experience in contact center support or unified communications, with at least 2 years on Genesys Cloud.
• Deep expertise in Genesys Cloud platform — routing strategies, architect flows, integrations (CRM, ticketing, APIs), and digital channels.
• Strong understanding of SIP, VoIP, WebRTC, and telephony protocols.
• Experience with API troubleshooting (REST APIs, OAuth, Genesys Cloud API Explorer).
• Proven track record in problem management, RCA, and CAPA documentation.
• ITIL Foundation certification or equivalent operational framework knowledge.
• Strong leadership, communication, and stakeholder coordination skills.
Nice to Have:
• Genesys Cloud CX Developer or Architect certification.
• Experience with monitoring tools (e.g., Genesys Cloud dashboards, Datadog, Splunk).
• Familiarity with scripting/automation for operational tasks (Python, PowerShell).
• Experience in a 24x7 managed services or outsourced contact center environment.
Minimum 3 year(s) of experience is required

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.