Genesys Cloud Engineer - CS infocomm pvt ltd
(2022-03)
As a Genesys Cloud Engineer, I design, configure and support cloud based contact center solutions using Genesys cloud CX. My role involves end-to-end management of interaction routing, IVR flows, telephone infrastructure and platform integrations to deliver seamless customer experiences across voice and digital channels.
- Design and maintain inbound and outbound call flows using Genesys Architect.
- Implement routing strategies including ACD, bullseye, preferred agent, and predictive routing.
- Develop dynamic IVR menus with data dips, menu prompts, and post-call surveys.
- Set up speech recognition and DTMF input handling.
- Configure trunks, DIDs, and phone numbers in Genesys Cloud Telephony.
- Collaborate with telecom providers and configure Site, Edge, and SIP settings.
- Create and manage queues, skills, wrap-up codes, and agent routing profiles.
- Monitor agent statuses, utilization, and adherence via performance dashboards.
- Integrate with external CRMs, databases, and systems using Genesys APIs, web services, and webhooks.
- Use Data Actions for real-time data exchange within Architect flows.
- Troubleshoot call quality issues using Interaction Details, SIP traces, and diagnostics tools.
- Analyze conversation and event logs to identify and resolve routing or flow errors.
- Generate real-time and historical reports on queue performance, agent activity, and customer interactions.
- Use Analytics API or built-in dashboards to share insights with stakeholders.
- Manage roles, permissions, and user access in Genesys Cloud.
- Ensure adherence to security policies, recording retention, and compliance requirements (e.g., PCI, GDPR).
- Update TRAI (NDNC) Data Base.
- Deploy SSL Certificates.
- Coordinate with OEM Team.
- Perform third party API integrations per the business requirements.
Senior Infrastructure Engineer - Live Digital Marketing Solutions PVT LTD.
(2017-09 - 2022-02)
- Work on Aspect Dialer administering Aspect Software using tools like Unified Command and Control Administration, Real Time Reporting Producer, Unified Resource Manager Client, M3 Manager, M3 designer, Server Configuration, Gateway Configuration, Data Views etc.
- Install, configure, troubleshoot and monitor core services on server hardware.
- Create new services: Inbound, Outbound, MP3 and New Disposition.
- Upload leads and configure DNIS Numbers.
- Manage database in Sybase, SQL with knowledge of Aspect 6.6 Database Structure (DB Server: Sybase).
- Troubleshoot technical issues regarding Outbound & Inbound Campaign to Desktop, Telecom, Network and Dialer.
- Co-ordinate with ISP and Dialer Support Vendor for related issues.
- Monitor AOD, ACD campaign, Alarms and Trunk Monitoring.
- Configure IVR Scripts and design on Aspect and Genesys Cloud.
- Adjust calling strategies and campaign.
- Configure Resource Group and Filter on Gateway.
