Pavan Alapaka

Senior Contact Center Technology Specialist with 7+ years of experience in NICE CXone, Genesys Cloud CX, and Genesys Engage platforms. Expertise in IVR call flow design, ACD configuration, and omnichannel routing across voice and digital channels. Proven in incident management, change management, RCA, and delivering high SLA compliance while enhancing customer experience (CX).

Network & SVMCS Operation Senior Analyst at Accenture Solutions Pvt Ltd (2024-12 – Present)

Supporting NICE CXone production environment for voice and digital channels, ensuring high availability and seamless customer experience.

• Supporting NICE CXone production environment for voice and digital channels, ensuring high availability and seamless customer experience (CX)
• Configured and optimized ACD skills, queues, routing scripts, and agent profiles for efficient call distribution
• Designed and modified IVR Studio scripts for skill-based, priority routing, and call handling logic
• Performed daily health checks and troubleshooting for call routing, quality issues, and agent login problems
• Managed incidents, tasks, and change activities using ServiceNow, including reporting dashboards and templates

Lead Engineer at HCL Technologies Ltd (2022-10 – 2024-10)

Administered Genesys Cloud CX in a multi queue enterprise environment ensuring stable and efficient operations.

• Administered Genesys Cloud CX in a multi queue enterprise environment ensuring stable and efficient operations
• Designed advanced Architect flows integrated with Data Actions and REST APIs for automation and dynamic routing
• Implemented skill-based routing and group-based calling to improve call distribution efficiency
• Managed roles, permissions, divisions, licensing, and Salesforce CRM integrations for seamless workflows
• Handled incident, problem, and change management via ServiceNow and supported business-critical releases with zero production impact

Genesys Support Engineer at Rumpat Technologies Pvt. Ltd (2018-12 – 2022-09)

Configured and managed Genesys call routing and administered Genesys applications ensuring smooth system operations.

• Configured and managed Genesys call routing using CME, including users, DNs, route points, skills, and capacity rules
• Administered Genesys applications (Config Manager, SCI, GA, GAX, CCPulse, WDE) ensuring smooth system operations
• Performed server restarts, patching, and post-validation activities to maintain system stability
• Provided real-time L2 support, troubleshooting WDE issues, and coordinating with L3 teams for timely resolution
• Conducted daily health checks, managed Control-M scheduling, and supported 24/7 production

Bachelor of Computer Applications in Computer Applications – Sri Venkateswara University (2017)