job description
Are you a seasoned technical professional looking to elevate your career with a global industry leader? Accenture is seeking a highly skilled Senior Genesys Cloud Support Engineer (Technical Lead) to join our elite technical operations team in Metro Manila. In this L2/L2.5 leadership role, you will act as a subject matter expert and the final point of escalation for complex omnichannel contact center solutions.
You will play a pivotal role in optimizing, troubleshooting, and managing Genesys Cloud environments for our high-profile clients. This is an excellent opportunity to leverage your deep technical expertise while influencing architectural decisions and mentoring junior engineering staff in a fast-paced, innovative environment.
Responsibility
- Provide expert-level L2/L2.5 technical support for Genesys Cloud omnichannel contact center implementations.
- Lead the investigation and resolution of complex performance, configuration, and integration issues.
- Collaborate with cross-functional teams to design, implement, and optimize CCaaS (Contact Center as a Service) workflows.
- Act as a technical escalation point and mentor for junior support staff and L1 engineers.
- Drive incident management processes, ensuring high availability and meeting stringent SLA targets.
- Manage API integrations between Genesys Cloud and third-party CRM or workforce management systems.
- Develop and maintain technical documentation, standard operating procedures (SOPs), and knowledge base articles.
Qualifications
- Minimum of 5+ years of experience in technical support or engineering roles, specifically with Genesys Cloud (PureCloud).
- Proven experience in an L2 or L2.5 support capacity for enterprise-level contact center solutions.
- Strong understanding of telephony protocols (SIP, VoIP), API management, and cloud architecture (AWS preferred).
- Experience with scripting languages (Python, JavaScript) or automation tools is highly advantageous.
- Strong problem-solving skills with a logical, analytical approach to complex technical bottlenecks.
- Excellent communication skills with the ability to interface effectively with stakeholders and clients.
- Relevant Genesys Cloud certifications are highly preferred.