Atish Dhadge

Genesys Cloud Developer with 4 years of experience in designing and implementing end-to-end contact center solutions using Genesys Cloud CX. Skilled in developing Architect call flows, Data Actions, and API integrations, Conversational AI, ACD routing strategy to automate customer interactions and enhance service efficiency.

Systems Engineer at Tata Consultancy Services (2022-05 – Present)

Client: Metlife

• Genesys Cloud: Collaborated with key stakeholders of a healthcare client to lead enhancement initiatives in their existing Genesys Cloud Contact Center platform, focusing on improving IVR workflows, and optimizing overall system performance to deliver a more efficient and patient-centric service experience.
• Architect development: Designed and implemented high-availability, enterprise-grade call flows, intelligent chatbots, and digital channels using Genesys Architect, custom scripts, and REST APIs, enabling seamless omnichannel customer experiences across multiple geographies and business units.
• Agent Copilot Knowledge: Gained hands-on understanding of Genesys Cloud Agent Copilot, including features such as real-time agent assistance, automated conversation summaries, knowledge article suggestions, and next-best action recommendations to improve agent productivity and customer experience.
• API Integration: Integrated and implemented various third-party applications, including Salesforce CRM, Genesys Platform APIs, and custom REST APIs, using Data Actions to enhance and extend system functionality, resulting in a substantial 40% rise in the adoption rate of self-service options among callers. Enhanced IVR containment and strengthened authentication by deploying a self-service bot and voice biometrics with Omilia OCP integration.
• Bot Development: Designed and developed a conversational AI solution within Genesys Cloud by leveraging Architect and Dialog Engine Bot Flows to effectively handle intent recognition and deliver seamless, automated interactions across voice and digital channels.
• Requirement Gathering & Solutions: Collaborated with product owners to design VUI and develop call flows using interaction designer and MS Visio adhering design principles, aligning with business requirements for global markets, resulting in a 25% improvement in customer satisfaction scores.
• Quality Assurance & Automation: Performed manual and basic automated IVR testing using Cyara by creating test cases that covered key user scenarios and edge cases, ensuring accuracy and reliability of call flows within Genesys Cloud.
• Project Management & Agile Practices: Utilized Azure DevOps for end-to-end project tracking, including sprint boards, task assignments, and bug resolution, aligning with Agile principles to streamline development and deployment cycles.
• RPA Development: Developed and maintained multiple RPA use cases using UiPath, SQL, Excel, and Macros, including automated generation of daily bot utilization and MTDMIS reports, showcasing strong adaptability and problem-solving despite initial unfamiliarity with the tools.
• Bot Monitoring: Monitored and supported bot operations through UiPath Orchestrator, implemented proactive solutions like email failure alerts, and resolved issues by analyzing logs and updating selectors to ensure smooth and timely processing.

Bachelor of Engineering in Mechanical Engineering – Savitribai Phule pune University (2017-08 – 2021-05)