Mansi Bhosle

With strong dedication and a continuous drive for excellence, I aim to build a successful career in the Information Technology industry where I can effectively utilize and enhance my technical skills and abilities. I am eager to take on challenging roles that foster both professional growth and personal development, while contributing meaningfully to organizational success.

IP Telephony Voice Engineer - L2 - NCR Atleos - Mumbai

(2024-09)

• Provided L2 support for the Genesys Cloud CX platform, ensuring high availability and performance of voice and contact center services.
• Strong understanding of contact center/ACD concepts, including IVR, skills-based routing, call flows, queue management, and reporting.
• Worked on Genesys Cloud CX administrative configurations, including roles, divisions, queues, skills, routing logic, and Architect call flows; supported features such as call recording, workforce management (WFM), dialers, campaigns, speech analytics, digital bot configurations, mindful feedback, real-time dashboards, and voice survey functionalities.
• Hands-on experience with PureInsights Developer tools, including API management, data actions, integrations, and reporting/dashboard configurations.
• Experienced in SIP trunk and site configuration, WebRTC, and desk phone setup, along with Workforce Management (WFM) configuration, to support optimized contact center operations. Proficient in report scheduling, analytics, and Salesforce knowledge management for effective reporting and user enablement.
• Hands-on experience in troubleshooting Genesys Cloud voice and connectivity issues using Wireshark for packet capture and deep traffic analysis. Skilled in monitoring SIP, RTP, and WebRTC traffic to diagnose call failures, one-way audio issues, and latency-related performance concerns.
• Worked on Cisco Unified Communications Manager (CUCM) and Cisco Jabber, including the configuration of desk phones and softphones. Configured dial plans, hunt groups, route patterns, calling search spaces (CSS), partitions, and device pools for efficient call routing.
• Performed end-to-end troubleshooting for issues such as call failures, voicemail routing issues, connectivity problems, and audio quality issues.

Genesys Pure Engage Cloud Support Engineer - Tech Mahindra - Mumbai, India

(2021-09 - 2024-09)

• Coordinated with the L1 support team, telecom service providers, and cross-functional teams to ensure timely and effective incident resolution.
• Investigate and resolve major incidents and services.
• Created SOPs and knowledge base documents for recurring incidents and operational processes.
• Acted as backup SME to handle team queries, support reporting activities, and represent the team during discussions and escalations.
• Managed incidents, service requests, tasks, and change requests using the ServiceNow platform.
• Previously, I contributed to these activities as part of my initial work experience, building a strong foundation in voice and network troubleshooting.
• Hands-on experience with Genesys applications, including Designer (routing/IVR), Agent Desktop, GCXI analytics, SpeechMiner, and call flow development.
• Worked extensively on reporting tool GCXI dashboards to monitor real-time and historical performance metrics (call volumes, service levels, agent performance).
• Troubleshot various IVR and failed call-related issues using Genesys Analytics and logs, identifying error codes, and coordinating with respective teams for resolution.
• Raised and managed incidents, tasks, and change requests using Genesys/Remedy tools; followed up on daily incidents, and ensured timely resolution.
• Built and maintained dashboards and reports for business and operations teams to provide insights into call trends, agent performance, and system health.
• Coordinated with L3 teams and vendors for complex issues, and supported call flow development changes, testing, and implementation in production.
• Prepared and presented changes and enhancements in CAB meetings, ensuring proper documentation and approval processes.
• Worked closely with the Genesys support team for issue resolution related to the Genesys PureEngage Cloud platform.

Bachelor of Engineering Technology - Electronics And Telecommunications Engineering - Vivekanand Education Society's Institute of Technology (2021)

Diploma - Electronics Engineering - Government Polytechnic (2018)

Secondary School Certificate - CSS High School (2015)