Full Stack Engineer

About the Role

As a Full Stack Engineer at Accenture, you will be instrumental in developing and engineering end-to-end system features, encompassing both user experience and backend code. You will leverage your development expertise to deliver innovative solutions that empower our clients to enhance their service offerings. Embracing a cloud-first and agile methodology, you will utilize cutting-edge technologies to address complex business challenges.

Project Role: Full Stack Engineer

Project Role Description:

This role is focused on cloud contact center operations. You will be responsible for designing, deploying, and managing Cloud Contact Center infrastructures across various platforms, including unified communication systems. Working with multi-vendor and multi-cloud environments, you will deliver intelligent solutions and optimize operations using Site Reliability Engineering (SRE) principles, automation, and AI-based observability tools.

Key Responsibilities:

• Design, build, and manage scalable and highly available Cloud Contact Center infrastructure on platforms like Amazon Connect, Genesys, and others.
• Design, build, and manage scalable and highly available Unified Communications (UC) infrastructure components.
• Monitor, troubleshoot, and optimize Cloud Contact Center infrastructure using AI-aided tools and automation.
• Drive new solutions, design architectures, and establish integration standards for Cloud Contact Center infrastructure operations, applying Site Reliability Engineering (SRE) principles.
• Collaborate with cross-functional 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 enhance efficiency.
• Provide technical guidance and support to team members and stakeholders.
• Maintain basic knowledge of networking and security principles.

Required Skills:

• Strong proficiency in Unified Communications (UC) and Contact Center (CC) technology platforms.
• Hands-on experience with Cloud CC platforms such as Amazon Connect, Genesys Cloud CX, Nice CXOne, Cisco Webex, and Five9.
• Experience with adjunct systems including recording, WFM, dialers, CRM, and SBCs.
• Strong understanding of the Site Reliability Engineering (SRE) Framework.
• Proficiency in coding languages like Node.js, TypeScript, and Python.
• Strong understanding of Infrastructure as Code (IaC) principles.
• Experience with automation and scripting tools (e.g., Python, Ansible).
• Proficiency in AI-aided observability/management tools (e.g., CloudWatch, Dynatrace, Splunk, ServiceNow).
• Solid understanding of networking, security, and cloud CC best practices.
• Proven ability to troubleshoot complex Contact Center incidents and infrastructure issues.
• Excellent communication and collaboration skills.

Must-Have Skills:

Cloud Contact Center Operations

Good-to-Have Skills:

N/A

Experience:

A minimum of 5 years of experience is required.

Educational Qualification:

15 years of full-time education.

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)