Cloud Platform Engineer
Accenture — Bengaluru
Posted 2026-10-29
Client & Project: We are seeking a new talent to join the Software Engineering team where you will have the opportunity to collaborate in the project CCaaS. Responsibilities: Provide 24x7 production support for AWS and Genesys Cloud Contact Center environments, ensuring high availability and business continuity. Monitor and troubleshoot Genesys Cloud components, including Architect flows, queues, skills, campaigns, routing, IVR, ACD, outbound dialing, recordings, and reporting. Support Amazon Connect and AWS services including Lambda, Lex, S3, CloudWatch, IAM, DynamoDB, API Gateway, and related integrations. Manage and resolve P1/P2/P3 incidents, service requests, changes, and problem tickets within defined SLAs. Perform root-cause analysis for voice, IVR, routing, agent, telephony, API, integration, and application-related issues. Configure and troubleshoot Genesys Architect call flows, routing strategies, queues, skills, prompts, schedules, data actions, and integrations. Support DID/TFN/ANI, carrier, SIP/telephony, number porting, and call-routing issues in coordination with carriers and network teams. Troubleshoot AWS Connect contact flows, routing profiles, queues, contact att