Developer at Moksa Technologies (2020-10 – Present)
Developer at Cognizant Technology Limited (2016-04 – 2020-10)
Developer at Ingenico
Platform: Genesys Cloud. Industry: FinTech (Financial Technology - Contact Center Technology).
- Configured Management Units, Business Units, and Planning Groups based on queue and skill requirements.
- Created and maintained Work Plans, Shifts, Activities, and Activity Codes aligned with business hours and operational needs.
- Managed Operating Schedules and Schedule Groups to support multiple queues with different hours of operation.
- Performed forecast generation using historical interaction data and adjusted forecasts based on volume trends and shrinkage.
- Built and published agent schedules, including intraday adjustments and re-forecasting.
- Monitored Real-Time Adherence (RTA) and analyzed out-of-adherence scenarios to improve agent productivity.
- Configured and maintained Shrinkage, Time-Off Requests and Time-Off Plans.
- Worked closely with operations and stakeholders to optimize staffing and service levels.
- Supported agents and supervisors with WFM-related troubleshooting and best practices.
- Designed and maintained Architect call flows (IVR) using reusable tasks, prompts, data tables, and decision logic.
- Configured and managed Queues, Skills, Users and Routing strategies for inbound.
- Created and maintained Schedules and Schedule Groups to support queue-based and time-based routing.
- Built and managed Surveys (post-call and post-interaction) to capture customer feedback.
- Implemented Data Actions to integrate Architect flows with external systems and APIs.
- Created and managed Data Tables for dynamic routing, business rules, and IVR logic.
- Configured Agent Copilot (AI Assist) to support agents with real-time guidance and suggestion.
- Designed Evaluation Forms and supported Quality Management (QM) processes including calibrations and scoring.
- Configured Recording Policies for compliance, quality, and selective call recording requirements.
Developer at Optum
Platform: Genesys Engage. Industry: Health Care (Contact Center Technology).
- Analyzing the business requirements and building the TFN call flow end to end.
- Using the HOOP Tool for configuring the hours of operation.
- Extensive working experience in designing and configuring customer applications using GRAT, GA, GAX, CME, Composer.
- Hands on Experience in creating the VQ Switch, DN, Agent Group and Virtual Agent Group.
- Deploying the developed code using the Jenkins tool.
- Performing unit testing and fixing routing issues.
- Part of the Migration Projects.
- Deploying new configuration set up in the production environment.
Developer at Anthem
Platform: Genesys Engage. Industry: Health Care (Contact Center Technology).
- Designing and developing call plan based on the client requirement using Genesys Framework, Composer, Genesys Rule Engine, Verizon TFNM, and Avaya.
- Adding various switch parameters in Avaya e.g.: VDNs, Agent logins, hunt groups, extensions, vectors, CMS Reporting.
- Unit testing the developed call plan and framework items by placing test calls.
- Troubleshooting various faults related to Verizon call flow applications and Genesys routing.
- Documenting, in details, various processes involved in the project.
- Active participations in technical discussions within the team.
- Knowledge in Genesys Configuration Management (DN, DN Group, Agent, Agent Group, Extension, Place, Place Groups etc.).
- Performing the health check for inbound (Chat, web callback, SIP routing) and outbound (Test progressive, Test Plain preview, Test Pushpreview).
- Part of the migration projects like VSS to GVP migration and the EVP migration.
