Job Description

Project Role : Full Stack Engineer
Project Role Description : Responsible for developing and/or engineering the end-to-end features of a system, from user experience to backend code. Use development skills to deliver innovative solutions that help our clients improve the services they provide. Leverage new technologies that can be applied to solve challenging business problems with a cloud first and agile mindset.
Must have skills : Cloud Contact Center Operations
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

The Full Stack Cloud Contact Center Engineer designs, deploys and manages Cloud Contact Center infrastructures. The engineer works across various Cloud Contact Center platforms and Unified Communication platforms consisting of multi-vendor and multi-cloud environments to deliver intelligent solutions and efficient operations leveraging Site Reliability Engineering, Automation, AI-based observability tools.
Key Responsibilities:
Design, Build and Manage scalable and highly available Cloud Contact Center infrastructure on vendor platform such as Amazon Connect, Genesys etc.
Design, Build and Manage scalable and highly available Unified Communications (UC) infrastructure components.
Monitor, Troubleshoot and Optimize Cloud Contact Center infrastructure with AI-aided tools and Automation.
Drive new solutions, design architecture & integration standards for Cloud Contact Center infrastructure operations leveraging Site Reliability Engineering (SRE) principles.
Collaborate across teams to ensure seamless integration with full-stack components.
Implement Infrastructure as Code (IaC) using Templates and central orchestration tools.
Automate deployments with provisioning tools to achieve Zero/Low touch provisioning.
Ensure compliance with Contact Center best practices and organizational policies.
Continuously evaluate and implement new Contact Center technologies and tools to improve efficiency.
Provide technical guidance and support to team members and stakeholders.
Basic knowledge and Network and Security.
Required Skills:
Strong proficiency in Unified Communications (UC) and Contact Center (CC) technology platforms.
Hands-on experience with Cloud CC platforms (Amazon Connect, Genesys Cloud CX, Nice CXOne, Cisco Webex, Five9).
Experience with adjunct systems (e.g., recording, WFM, dialers, CRM, SBC).
Strong understanding in Site Reliability Engineering (SRE) Framework.
Proficiency in coding languages (Node.js, TypeScript, Python).
Strong understanding with Infrastructure as Code (IaC).
Experience in automation and scripting tools (Python, Ansible).
Proficiency in AI-aided observability/management tools (e.g., CloudWatch, Dynatrace, Splunk, ServiceNow).
Strong understanding of networking, security, and cloud CC best practices.
Ability to troubleshoot complex Contact Center incidents and infrastructure issues.
Excellent communication and collaboration skills.
Certifications (Required/Preferred):
Cisco Certified Network Associate – Professional Collaboration
Cisco Certified DevNet Specialist – Webex
AWS Certified Solutions Architect Associate – Professional
Genesys Cloud CX Certified Architect – Developer - Professional
NICE Certified Implementation Engineer (NCIE)
NICE Certified Development Professional (NCDP)
Oracle Communications Session Border Controller Basic Certified Implementation Professional
AudioCodes Certified Associate- Professional
Microsoft Certified: Azure Developer Associate
PCEP – Certified Entry-Level Python Programmer
OpenJS Node.js Application Developer (JSNAD)
HashiCorp Certified: Terraform Associate
Site Reliability Engineering Foundation (SREF)
Resource needs to be AI Ready.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 atwww.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.