Genesys Contact Center Operation

Ready to join Accenture’s team of empowered people? We’re looking for candidates with the following skills and experience for this role. Do you fit the profile? If you do, we’d love to hear from you!

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Who we are:

Accenture in the Philippines is a pioneer in Accenture’s global delivery network. Over the past 30 years, we have expanded our capabilities to become a powerhouse company providing end-to-end technology and business services. As part of Accenture’s global footprint in over 120 countries, covering 40-plus industries, we have been working with the biggest companies in the country and around the globe.

Innovation, a constant at Accenture, enables us to find new ways to stay ahead of our clients’ challenges. Our inclusive, diverse, and strong culture of equality helps us constantly drive innovation in the workplace. By combining our industry expertise and the deep skills of our people with the latest technologies and our uncompromising high-performance standards, we help organizations grow their business and succeed in the digital age.

What’s in it for you?

At Accenture you will work on meaningful and innovative projects, powered by the latest technologies. You’ll be immersed in industry best practices such as event-driven architectures and domain-driven designs.  Accenture will continually invest in your learning and growth. You'll work with Accenture’s certified practitioners, and Accenture will support you in growing your own tech stack and certifications.

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.

What we believe:

All our leaders are committed to building a better, stronger and more durable company for future generations to create positive, long-lasting change. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities.

Our position as partner to many of the world’s leading businesses, organizations and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference. Sustainability is one of our greatest responsibilities, which we embed it into everything we do and for everyone we work with.

Accenture is committed to providing equal employment opportunities for persons with disabilities. Please let your recruiter know if you require reasonable accommodation to enable your participation in the recruitment process, they will be happy to assist you.

What’s in it for you?

• Competitive Total Rewards (Compensation, Performance Bonus, 13th Month Pay, Day 1 HMO & Life Insurance Coverage)
• Expanded maternity leave up to 120 days*
• Expanded paternity leave up to 30 days*
• Flexible Working Arrangements*
• Healthy and Encouraging Work Environment
• Company-sponsored trainings like upskilling and certification
• Employee Stock Purchase Pan
• Loyalty and Christmas Gift
• Inclusion and Diversity Benefits
• Car and housing plan*

*Terms & Conditions apply

Equal employment Opportunity Statement:

All employment decisions shall be made without regard to age, race, creed, color, religion, gender, 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.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

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Equal Employment Opportunity Statement

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.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Please read Accenture’s  Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

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