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Accenture

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3.9

based on 52.8k Reviews

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Mega Company - 2024

Top Rated Company for Women - 2024

Top Rated IT/ITES Company - 2024

27795 Accenture Jobs

Application Support Engineer

Accenture Solutions Pvt Ltd

3.9

based on 52.8k Reviews

7-10 years

Bangalore / Bengaluru

1 vacancy

Application Support Engineer

Accenture

posted 23hr ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Architecting Computer Networking SQL Linux Administration Incident Management

+ 6 more

Job Description

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

Good to have skills :Cloud Infrastructure
Minimum 7.5 year(s) of experience is required

Educational Qualification :15 Years of full time education

Oversee the day-to-day operations of RingCentral, Accuvoice IVR systems.

Monitor system performance and troubleshoot any issues that arise.

Ensure the IVR system is operational and efficient, providing a seamless experience for customers.

Provide L2 / L3 support for operational activities.

Perform regular system maintenance and updates.

Manage system configurations and customization to meet business needs.

Lead and manage IVR-related projects from inception to completion.

Coordinate with internal teams and external vendors to ensure project goals are met.

Develop and maintain project documentation, including timelines, milestones, and progress reports.

Provide technical support for IVR-related issues.

Collaborate with the customer service team to address and resolve customer complaints and inquiries related to the IVR system.

Analyze call data and system performance metrics.

Generate regular reports on system performance, user interactions, and areas for improvement.

Stay updated with the latest IVR technologies and best practices and provide recommendations for improvements.

Vendor management for resolving major production issues.

Handling day to day Incidents and Service requests.

Planning, coordinating, tracking, and executing Migrations.

Identify automation areas and implement the automations to optimize the team efforts.

Handling escalations related to project deliverables.

Coordinating with vendors on process improvement areas and ensure to have those in place.

Management and troubleshooting of complex environment.

Expertise on ITIL processes and project management.Good To have:

Exposure on Call Center Solutions and familiarity with CRM systems and their integration with IVR solutions.

Knowledge in the following technical areas:CTI, PBX/ACD, WEB/Internet.Professional Attribute:

Experience in managing contact center solutions.

Good understanding of procedures, application, and concepts within own subject area (and understanding them in the context of the business)

Good communication skills

Self-driven, target oriented and team player.

Previous experience working with cross geography teams.

Ready to work in shiftCertification:Relevant certifications in IVR technologies, project management, or related fields are preferred.Qualifications15 Years of full time education

Employment Type: Full Time, Permanent

Read full job description

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What people at Accenture are saying

3.9

Rating based on 39 Application Support Engineer reviews

Anonymous · IT Infrastructure Services in Indore, Madhya Pradesh

Likes

Hybrid culture Good team Can get leaves when needed Salary on time. Internet reimbursement. Cab facility

Dislikes

Low pay below industry average. Single digit or no hikes Very slow promotion if not in development Get stuck in highly Specialised tech stack, very difficult and time consuming to try new things

Read 39 reviews