Forward Deployed Engineer (Cloud Contact Center Operations, 8-12 yrs)

Forward Deployed Engineer

Organize the deployment of AI workflows and architectures across diverse AI and technology platforms. Facilitate solution design across enterprise technology stack to integrate into the ecosystem of AI models and multi provider platforms.

Cloud Contact Center Operations

NA

Minimum

year(s) of experience is required

15 years full time education

Summary:

A Principal Engineer - Voice provides technical

leadership across voice infrastructure, driving architecture, governance, and complex Major issue resolution. The role ensures secure, reliable, and scalable network services while supporting

operational excellence and business continuity.

Roles & Responsibilities:

- Expected to perform independently and become an Expert.

- Required active participation/contribution in major Incident & drive end to end

- Contribute in providing solutions to architecture related problems.

- Collaborate with cross-functional teams to ensure seamless system operations and timely resolution of incidents.

- Document operational procedures and maintain knowledge bases to support team efficiency.

- Assist in the onboarding and training of junior team members to foster skill development.

- Full understanding of Application criticality & AIG business & location criticality

Professional & Technical Skills:

Must To Have Skills: Genesys Cloud CX Architect (GCX-ARC), Oracle SBC

- Strong Experience with advance call routing (Oracle SBC)

- Strong understanding of log analysis , incident management, and troubleshooting in Oracle , Genesys Cloud Contact Center

- Strong knpwledge of IP routing & network traffic flow.

- Strong experience on direct client facing role.

- Knowledge of best practices and compliance requirements within Network voice platform

- Commanding communication skill

Additional Information:

- The candidate should have minimum 12 years of experience in Cloud Contact Center Operations.

- This position is based at our Bengaluru office.

- A 15 years full time education is required.

15 years full time education

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 

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