PROFESSIONAL SUMMARY:

• Genesys Certified Professional with 9+ years of experience in Contact Center Technologies
• Excellent skills in Design, Development and Implementation of Confidential & Confidential Applications
• Experience in Confidential application development using Genesys Voice Platform
• Proficient in implementing Contact Center Applications using Genesys Framework
• Having hands on experience in Multi Channel Routing using GVP, Genesys Universal Routing and Genesys Orchestration Platform
• Experience in installation and integration of Genesys SIP Server with Media gateways
• Enhancing Genesys SIP Server configuration options to enable SIP Devices and Endpoints
• Experience in developing Speech Enabled Voice Self Service Applications using OSDM’s
• Experience in developing speech applications using ASR, TTS and GRXML
• Experience in developing Inbound , Outbound and Reporting Applications
• Experience in performing installations, configurations and upgrades to Genesys Suite
• Experience in developing applications using Genesys Platform SDK (.Net & Java)
• Experience in PBX scripting basic Avaya Site Administration
• Experience in Telephony Network routing of Verizon TFNM
• Experience in troubleshooting Call Flows and Work Flows
• Having domain knowledge in Banking, HealthCare, Insurance and Telecom Systems
• Proven experience in translating customer needs and requirements into products and services.

TECHNICAL/SOFTWARE EXPOSURE:

Framework: Genesys Framework 8.x & 7.6, .Net, Java

Genesys Exposure: Genesys Framework, Genesys Universal Routing, Genesys SIP Server, Genesys Outbound, Genesys eServices, Genesys Reporting, Genesys Infomart, Genesys Administrator, Genesys Voice Platform, Genesys Media Server, Composer, Genesys Studio, Pulse, GAX, Genesys iWD, Genesys Rules System, Genesys Web Engagement, Genesys Orchestration, Genesys iWS/WDE

Tools & Utilities: Eclipse, Microsoft Visual Studio, Microsoft BI Studio, OSDM’s, Avaya Site Admin (ASA), Verizon TFNM, CME, IRD, SCI, CCPulse+

Web Technologies: VXML, HTML, ASP, JSP, Java Script, VB Script, Nuance Speech Recognition

Languages: C, C++, Java, C#

Databases: MS SQL Server, Oracle

Operating Systems: Windows & Linux

PROFESSIONAL EXPERIENCE:

Confidential

Genesys Routing Engineer

Technology: Genesys Framework, Genesys Routing, Genesys Orchestration, Genesys SIP Server, Genesys Administrator, Genesys Reporting, Genesys Rules System, Genesys Web Engagement, Genesys eServices, Genesys Composer

Responsibilities:

• Configuring, Monitoring and Control of Genesys solutions in a Contact Center.
• Design & Development of Inbound & outbound call flows and workflows.
• Implementation of new requirements in contact centre using Genesys Suite
• Enhancement and optimizatiin to the existing routing & reporting applications.
• Installation & upgradations of Genesys Components and setting up new solutions.
• Troubleshooting of production related issues if any and providing root analysis & resolutions.

Confidential

Lead Consultant - UCP

Technology: Genesys Framework, Genesys Routing, Genesys Outbound, Genesys SIP Server, Genesys Administrator, Genesys Reporting, Genesys Infomart, Genesys iWD, Genesys Rules System, Genesys Web Engagement, Genesys eServices, Genesys ORS

Responsibilities:

• Configuring, Monitoring and Control of Genesys solutions in a Contact Center.
• Design & Development of Inbound & outbound call flows.
• Implementation of new requirements in contact centre using Genesys Suite
• Enhancement to the existing routing & reporting applications.
• Installation & up gradations of Genesys Components and setting up new solutions.
• Troubleshooting of production related issues if any and providing root analysis & resolutions.

Confidential

Senior Consultant - CRM

Technology: Genesys Framework, Genesys Routing, Genesys SIP Server, GVP, Genesys Administrator, Genesys Reporting, Genesys Infomart, Verizon TFNM, Avaya Site Admin

Responsibilities:

• Design & Development of Inbound Call Flows and Routing Strategies
• Implementation of new requirements in contact centre using Genesys Suite
• Sip Server configuration enhancements to support media streaming of voice services like playing announcements, music on hold, whisper, recording etc.
• Working on service requests to complete the project needs
• Installation and Configuration of Genesys Suite and Solutions.

Confidential

Senior Member Technical

Technology: GVP, SIP Server, Composer, Genesys Studio, OSDM, ASP, MSSQL, SSRS

Responsibilities:

• Design & Development of Confidential Applications using Genesys Studio
• SIP Server integration with GVP to route the Confidential calls for agent assisted service
• Design & Development of Reporting Applications using Microsoft BI Studio
• Co-ordinating with the business to improvise and optimize the Confidential system

Confidential

Technical Consultant

Technology: Genesys Framework 7.6, Genesys Outbound 7.6, SIP Server 7.6

Responsibilities:

• Design and Development of Inbound and Outbound application call flows
• Troubleshooting of issues related to inbound, outbound & reporting applications.
• Implementation of new requirements in contact centre using Genesys Suite.

Confidential

Team Member

Technology: Genesys Framework, Genesys Routing, Genesys Reporting

Responsibilities:

• Design & Development of Routing Strategies
• Troubleshooting of Inbound Call Flows and Routing Strategies
• Installation, configuration and maintenance of contact centre objects