Application Support Engineer

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 : Interaction Design
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
As an IVR CONVERSATIONAL DESIGNER, a typical day involves acting as a software detective by actively monitoring and investigating issues across various components of essential business systems. This role requires a proactive approach to identifying problems, analyzing system behavior, and ensuring smooth operation of critical applications. The position demands continuous engagement with system performance, troubleshooting complex scenarios, and collaborating with different teams to maintain system reliability and efficiency throughout the day.

Roles & Responsibilities:
- Expected to perform independently and become an SME.
- Required active participation/contribution in team discussions.
- Contribute in providing solutions to work related problems.
- Collaborate with cross-functional teams to ensure timely resolution of system issues and minimize downtime.
- Document findings and solutions clearly to support knowledge sharing and future troubleshooting efforts.
- Assist in the continuous improvement of support processes and tools to enhance service delivery.
- Provide guidance and support to junior team members to foster their professional growth.

Professional & Technical Skills:
- Must To Have Skills: Proficiency in Interaction Design, Flow Mapping, Data Analysis & SQL, Requirements Gathering, SQL, Excel, Visio, Jira.
- Role Focus: Designs intuitive, natural, and effective conversational experiences for voice and chat interfaces. Focuses on user-centered design, conversation flow mapping, persona development, and ensuring seamless interactions between users and the IVR system.
- Strong analytical skills to diagnose and resolve complex software issues effectively.
- Experience with user interface evaluation and enhancement to improve system usability.
- Ability to communicate technical information clearly to both technical and non-technical stakeholders.
- Familiarity with software lifecycle processes and incident management practices.
- Capability to work under pressure and manage multiple priorities in a fast-paced environment.

Additional Information:
- The candidate should have minimum 5 years of experience in Interaction Design.
- Willingness to work in Shift B (11:00 AM–9:00 PM or 12:00 PM–10:00 PM)
- This position is based at our Mumbai office.
- A 15 years full time education is required.

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 at www.accenture.com 

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