Sohan Karan

Genesys Cloud Engineer with 2 years of hands-on experience building and scaling enterprise contact center platforms. Delivered 25%+ improvement in operational efficiency through optimized IVR routing and bot automation. Built real-time dashboards cutting supervisor response time by 40%, and automated customer transcription workflows serving healthcare professionals.

Strong

JavaScript/Node.js background used to extend Genesys via custom APIs, Data Actions, and WebSocket integrations.

Genesys Cloud Engineer at Skylux Telelink Pvt Ltd (2023-06 – 2025-02)

Architected end-to-end Genesys Cloud environments across IVR, inbound/outbound flows, digital channels, bot automation, and outbound campaigns — supporting large-scale enterprise operations.

• Architected end-to-end Genesys Cloud environments across IVR, inbound/outbound flows, digital channels, bot automation, and outbound campaigns — supporting large-scale enterprise operations.
• Designed advanced routing strategies using skills, queues, priorities, and real-time conditions, achieving 25%+ improvement in call distribution efficiency.
• Implemented Data Actions and REST API integrations enabling dynamic call handling and real-time customer data retrieval, validated via Postman to reduce integration defects.
• Built and deployed WebSocket-driven agent/queue dashboards in React.js, reducing supervisor decision time by 40% through live performance visibility.
• Configured role-based access control and granular permissions across enterprise users, ensuring security and compliance at scale.
• Integrated web messaging and bot flows to automate customer interactions, measurably reducing live agent dependency.

Python Developer Intern at Disruptian Technologies Pvt Ltd (2021-12 – 2022-03)

Built backend services and developed REST APIs with Django and Flask.

• Built backend services with Django and Flask, improving API response times through targeted query optimization.
• Developed REST APIs and data pipelines that increased application responsiveness and stability.
• Created a Windows desktop automation tool using Python, Pandas, NumPy, and Tkinter to streamline internal data collection workflows.

Data Science Intern at Exposys Data Labs (2021-02 – 2021-03)

Implemented K-Means clustering for customer segmentation and data preprocessing.

• Implemented K-Means clustering for customer segmentation and translated findings into actionable business recommendations.
• Performed data preprocessing and visualization using Pandas, NumPy, and Scikit-learn.

B.E. in Computer Science – SDM College of Engineering and Technology (2017 – 2022)