Santoshgowda2000

Over 4 years of experience in a contact center as a Genesys Cloud Developer. Hands-on experience in developing IVR call flows, integrations, outbound processes, quality administration, and reporting. Experienced in digital channels like email and chat. Currently working at TEKNIP TECHNOLOGIES PRIVATE LIMITED.

Genesys Cloud Developer at TEKNIP TECHNOLOGIES PRIVATE LIMITED (2022-11 – Present)

• Experience with Genesys PureCloud implementation.
• Integration of Genesys Cloud with third-party APIs.
• Experience in creating roles, divisions, and users.
• Strong understanding and design of ACD routing.
• Architecting flow development for multichannel communication, including voice, email, and chat.
• Proficient in SIP and IP telephony protocols, including troubleshooting SIP logs.
• Experience with reports and dashboards.
• Outbound dialing and campaign creation.
• Quality administration, recording management, and survey applications.

Developer

Project # 1: Genesys Cloud Migration

• IVR call flow development for incoming calls using Genesys Cloud Architect.
• Planning call routing based on skills, queues, and DNIS.
• Creation of roles, users, and divisions.
• Configuring and assigning phone profiles, DIDs, and extensions to users.
• Designing and developing in-queue call flows, callbacks, and voicemails.
• Requirements gathering from clients by participating in workshops.
• Designing IVR call flow diagrams using Visio.
• Developing IVR call flows using Architect tool, data tables, and integrations.
• Creation of queues, skills, divisions, and users.
• Integration of IVR with third-party web services and Salesforce.
• Creation of dashboards and reports.
• Designing scripts and developing agent screen pop.
• Conducting unit testing and preparing technical design documents.
• Training new team members.
• Leading show-and-tell sessions for customers.
• Developing in-queue call flows and common modules.
• Creating SIP trunks, locations, and sites.
• Supporting QAT and UAT testers.
• Fixing bugs identified by testers. Creation of Dashboards and reports.
• Creation of Groups and enable group-based calling as per customer requirement.
• Trunk and site creations, and managing on-perm edges

Genesys Cloud Support Analyst

Project # 2: Genesys Cloud Enhancements

• Incident management, including participating in major outage calls.
• Making enhancements to IVR call flows.
• Creation of users and roles.
• Creating dashboards and providing required reports to clients.
• Creation of schedules, ACD routing, and scripts.
• Mapping DID and TFN numbers.
• Collaborating with service providers during outages.
• Resolving agent issues such as login/logout, phone profile mapping, and queue and skill mapping.
• Working on setting up holiday messages, and emergency messages.
• Making modifications to an existing flow.
• Working on audio issues,
• Attending Weekly and monthly operations status calls.
• Interacting with service providers to resolve issues.

B.COM – Venkatadri Degree College Bangaluru (2022)

PUC – Sri Vijayadri PU College (2019)

SSLC – Nobel English medium school (2017)