Genesys Engineer Resume

SUMMARY

7 years of hands - on work experience as Genesys CTI Engineer.Deployment and configuration of Genesys Framework (7.6, 8.x) on Windows and Linux Platform.
Deployment and configuration of Genesys Voice Platform and its integration with Genesys Framework.
Deployment and configuration of routing solutions.
Knowledge of eServices, WFM.
Log review of SIP Server, URS, Stat Server and other Genesys applications.
Troubleshooting and fixing of Genesys Environment Issues.
Upgrading of Genesys Applications on Windows, UNIX and Linux.
Support and troubleshooting of production environment.

TECHNICAL SKILLS

Genesys: Genesys CTI, Framework, CME, SCI, Genesys Administrator, SIP Server, URS, IRD, Stat Server, I-Server, IVR-Server, CCPulse, Genesys Voice Portal, eServices, Orchestration Server, Workforce Management, Composer, Studio, Outbound.

Operating System: Windows 2000/XP/7, Windows Server 2003/2008, Linux, Unix

Application Server: IIS, Apache Tomcat

Database: MySQL, Oracle

PROFESSIONAL EXPERIENCE

Confidential

Genesys Engineer

Responsibilities:

Deployment, Upgradation of Genesys Environment.
Support and Troubleshooting of Genesys Application in Production Environment.
Managing two customers of Confidential .
Part of 24*7 on call support rotation.

Confidential

Genesys Engineer

Responsibilities:

It is US government project and in phase of Lab environment deployment.

Confidential

Staff CTI Telecommunication Engineer

Responsibilities:

Deployment, Upgradation of Genesys Framework, Routing, Reporting, eServices, ICON, WFM and other Genesys applications in Cloud environment.
Support and Troubleshooting of Genesys Applications for a large number of Genesys Cloud Clients all over North America.
Dealt with Session Border Controller, PRIGATE.

Confidential

Sr. Genesys Engineer

Responsibilities:

Configuration and testing of Genesys Framework, Routing solution, eServices from scratch in Confidential environment (Earlier they were using Siebel CRM)
Testing of Genesys solution before handing over to QA team.
Review logs of Application such as TServer, URS.
Prepared documents based on requirement.
Worked in an onsite/offshore model. Managed Offshore Genesys team.

Confidential

Genesys Engineer

Responsibilities:

Deployment, configuration and upgradation of Genesys Applications.
Integration of Genesys Environment with Avaya Switch.
Data Flow Testing from Genesys to Third Party Applications and vice-versa.
Log Analysis/fixing of reported issues.
Involved in Genesys QA for Genesys Environment Testing.
Developed front-end functional specific documents based on requirements.

Confidential

Genesys Consultant

Responsibilities:

Implementation of Genesys Environment.
Provide Technical Support of Genesys Environment.
Logs analysis of T-Server, URS, and Stat Server to check any environmental issues.
Troubleshooting and Ticket Handling of High Available Genesys Environment.
Developed front-end functional specific documents based on requirements.
Implementation of Genesys Environment.
Technical Support, Maintenance of Genesys Environment.
Troubleshooting and Ticket Handling of High Available Genesys Environment.
Logs analysis of TServer, URS, and Stat Server to check any environmental issues.
Troubleshooting of WFM issues.
Designed IVR Application in MS Visio.
Development of IVR Application in Genesys Studio with database integration.
Provisioning of IVR Application on GVP platform and its testing.
Testing of IVR applications.
Developed new features based on Change Request of IVR applications.

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