Genesys Cloud and Cisco Contact Center SME
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Experienced professional with 13 years of hands-on experience in Unified Communication, specializing in Cisco VoIP and Microsoft Teams Direct Routing. Skilled in the Contact Center domain, with expertise in Cisco UCCE, CVP, CUCM, Unity, and Genesys Cloud CX. Strong foundation in building IVR scripts and setting up IPT locations for IP telephony features.
Currently responsible for implementing and managing Contact Center solutions in Genesys Cloud CX and Cisco VoIP on-premises. Successfully built new IVR call flows, managed Contact Center setups, and expanded operations across multiple countries. Extensive knowledge of eGain ECE solution integration with Cisco UCCE infrastructure and eGain solve-Omnichannel solution.
Proficient in integrating with third-party CRM tools such as SAP, ASELite, and wallboard solutions.
Experienced professional with 13 years of hands-on experience in Unified Communication, specializing in Cisco VoIP and Microsoft Teams Direct Routing. Skilled in the Contact Center domain, with expertise in Cisco UCCE, CVP, CUCM, Unity, and Genesys Cloud CX. Strong foundation in building IVR scripts and setting up IPT locations for IP telephony features.
Currently responsible for implementing and managing Contact Center solutions in Genesys Cloud CX and Cisco VoIP on-premises. Successfully built new IVR call flows, managed Contact Center setups, and expanded operations across multiple countries. Extensive knowledge of eGain ECE solution integration with Cisco UCCE infrastructure and eGain solve-Omnichannel solution.
Proficient in integrating with third-party CRM tools such as SAP, ASELite, and wallboard solutions.
Malnad College of Engineering, Hassan, Karnataka | January 2011
