Project Role: Application Support Engineer

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

Must have skills: Unified Communication and Collaboration Operations, Cisco IP Phone, genesys

Good to have skills: NA

Minimum 2 year(s) of experience is required

Educational Qualification: 15 years full time education

Summary:

As an Application Support Engineer, you will act as a software detective, providing a dynamic service that identifies and resolves issues within various components of critical business systems. Your typical day will involve collaborating with team members to troubleshoot problems, analyzing system performance, and ensuring seamless operation of communication and collaboration tools. You will engage with users to understand their challenges and work towards effective solutions, all while maintaining a proactive approach to system management and support.

Roles & Responsibilities:

-Design, configure, deploy, and maintain Cisco IP Telephony solutions (CUCM, Unity, Expressway, etc.).
-Administer and support Genesys Contact Center solutions (Cloud or On-Prem).
-Collaborate with global vendors and internal stakeholders to ensure seamless communication services across regions.
-Monitor, troubleshoot, and resolve complex telephony and contact center issues.
-Oversee integration between telephony systems and other enterprise applications (e.g., CRMs, ticketing systems).
-Support and manage video conferencing platforms (Cisco Webex, Zoom, Microsoft Teams Rooms, etc.).
-Ensure systems are compliant with company security policies and telecom regulations.
-Participate in telecom transformation projects, migrations, and global rollouts.
-Create and maintain documentation for system configurations, procedures, and processes.
-Provide technical leadership in vendor evaluations and solution architecture.

Professional & Technical Skills:

• Hands-on experience with Cisco IP Telephony (CUCM, Unity, IM&P, Expressway, UCCX).
  -Proven experience with Genesys Contact Center platforms (Pure Cloud, Pure Engage, Cloud CX, etc.).
  -Strong understanding of SIP, VoIP, QoS, network protocols, and telecom infrastructure.
  -Experience working with global telecom and conferencing vendors.
  -Familiarity with video conferencing systems (Cisco Webex, Zoom, Polycom, Microsoft Teams).
  -Excellent problem-solving and analytical skills.
  -Strong communication and stakeholder management abilities.
  -Comfortable working in a fast-paced, multi-vendor, international environment.

Additional Information:

• The candidate should have minimum 2 years of experience in Unified Communication and Collaboration Operations.
• This position is based at our Gurugram 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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