SW/App/Cloud Tech Support Sr Analyst - Voice

Skill required: Tech for Operations - IT Service Management (ITSM)
Designation: SW/App/Cloud Tech Support Sr Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? • This role is part of the Global Voice Services function and is responsible for transforming business and operational requirements into intuitive voice and conversational flows. The position designs, develops, integrates, tests, deploys, and supports solutions across Interactive Voice Response (IVR), Intelligent Virtual Assistant (IVA), and contact center platforms. • • Design and configure IVR call flows, menus, prompts, routing logic, queue treatments, business-hours rules, and transfer paths across contact center platforms. • • Design, develop, and maintain IVA applications using natural language processing, conversational AI, and automation technologies. • • Create and maintain solution designs, call-flow diagrams, conversation designs, and support technical documentation. • • Integrate IVR and IVA solutions with APIs, CRM platforms, telephony services, databases, authentication services, and other enterprise or third-party systems.
What are we looking for? • Primary skill - IT Service Management (ITSM) - P2 • Secondary skill - Cloud Contact Center Operations - P3 • • Experience with IVA development platforms. • • Practical knowledge of IVR programming, automatic speech recognition, text-to-speech, DTMF, SIP and telephony concepts, queue routing, and agent transfer patterns.
Roles and Responsibilities: • • Translate business and operational use cases into customer-focused call flows, intents, entities, dialogue paths, exception handling, and escalation journeys. • • Create and maintain solution designs, call-flow diagrams, conversation designs, and support technical documentation. • • Integrate IVR and IVA solutions with APIs, CRM platforms, telephony services, databases, authentication services, and other enterprise or third-party systems. • • Prepare test plans and execute functional, integration, and user acceptance testing for IVR and IVA solutions. • • Support planned maintenance, configuration changes, release activities, and business continuity testing. • • Provide technical guidance and troubleshooting support to end users.

Any Graduation

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