SW/App/Cloud Tech Support Analyst - Voice

• Location: Kolkata
• Skill required: Tech for Operations - IT Service Management (ITSM)
• Designation: SW/App/Cloud Tech Support Analyst

Qualifications:Any Graduation

Years of Experience:3 to 5 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? • You will be part of the Technology for Operations team that acts as a trusted advisor and partner to Accenture Operations.

• The team provides innovative and secure technologies to help clients build an intelligent operating model, driving exceptional results.
• We work closely with the sales, offering and delivery teams to identify and build innovative solutions.
• This is an Engineer role in the Global Voice Services function, who, is responsible to execute technical design, daily monitoring of the telephony systems and perform daily checks, along with L1 troubleshooting of P3 tickets.
• 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.

What are we looking for?

• 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.
• • 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.
• • Working knowledge of NLP concepts, including intents, entities, dialogue management, prompt design, fallback strategies, and bot tuning.
• • Experience of integrating IVR or IVA solutions with APIs, CRM platforms, and enterprise applications.
• • Experience of improving IVA performance through machine learning, deep learning, or conversational analytics techniques.

Roles and Responsibilities

• 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.
• • 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

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

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