Mouna Vani

Results-driven Genesys Cloud CX Developer with 5+ years of experience in designing, developing, and supporting omnichannel contact center solutions (IVR, Chat, Email, Chatbots) across banking, telecom, and healthcare domains. Strong expertise in Genesys Cloud Architect, IVR development, conversational AI, and ACD routing, with a proven ability to translate business requirements into scalable and high-performance solutions. Hands-on experience in REST API integrations, Data Actions, OAuth2/SAML authentication, and event-driven architectures, enabling seamless connectivity with enterprise systems.

Proficient in CI/CD pipelines and cloud-based deployments, ensuring efficient and reliable delivery across environments. Experienced in production support, root cause analysis, SIP/telephony troubleshooting, and SRE practices, ensuring high availability and system reliability. A collaborative team player with strong client engagement and requirement gathering skills, focused on delivering customer-centric solutions that enhance contact center performance and user experience.

Genesys Cloud CX Developer - V Cloud Solutions - NC, USA

(2026-01)

• Led development of omnichannel customer interaction flows (IVR, Chat, Email) using Genesys Cloud Architect, translating business requirements into scalable workflows and improving self-service adoption by 25%
• Designed and deployed 30+ IVR call flows with intent-based routing and dynamic menus, reducing inbound agent calls by 28% and improving customer experience
• Configured ACD routing and skill-based queue management, aligning routing strategies with customer segmentation to improve First Call Resolution (FCR) by 20%
• Troubleshot production issues using Splunk, Flow Execution History, and interaction logs, applying SRE practices to reduce MTTR by 30% and system downtime by 20%
• Developed Voice-of-Customer (VoC) survey flows and improved IVR containment strategies, increasing feedback visibility by 30% and automation success by 15–20%
• Led UAT and production deployments, by coordinating with QA, DevOps, and business teams, ensuring zero high-severity defects during releases
• Implemented role-based access control (RBAC) and user permissions, ensuring secure and compliant access to Genesys Cloud resources
• Contributed to Workforce Engagement Management (WEM) by supporting agent scheduling, adherence tracking, and performance insights
• Applied SRE best practices, by implementing monitoring, alerting, and performance tuning, reducing system downtime by 20%
• Documented solution designs and configurations, by maintaining technical documentation and architecture diagrams, improving team productivity and knowledge sharing

Cloud Contact Center Developer - I1 Tech INC - Texas, USA

(2024-06 - 2025-12)

• Designed and configured IVR and omnichannel flows using Genesys Cloud Architect, translating business requirements into scalable call routing solutions and improving customer self-service experience
• Developed dynamic routing strategies and ACD queue configurations, aligning customer intent with skill-based routing to improve First Call Resolution (FCR) and service levels
• Integrated core banking systems using REST APIs, Data Actions, and OAuth-based authentication, enabling secure, real-time access to customer account and transaction data
• Implemented event-driven integrations using webhooks and middleware, ensuring seamless data exchange between Genesys Cloud and enterprise applications
• Performed production support and troubleshooting, including SIP/telephony issue resolution and interaction debugging using Flow Execution History, reducing incident resolution time
• Analyzed call flow performance and system logs using Splunk and Genesys analytics, identifying root causes and improving IVR stability and routing accuracy
• Configured Voice-of-Customer (VoC) surveys and outbound campaign management, enabling proactive customer engagement and feedback

Genesys Cloud Developer - Nevonex Solutions Private Limited - Hyderabad, India

(2019-11 - 2022-12)

• Developed IVR call flows using Genesys Cloud Architect for appointment scheduling, claims inquiry, and patient support, improving self-service adoption
• Designed omnichannel interaction flows (Voice, Chat, Email) to provide a seamless patient experience across channels
• Built REST API integrations using Python (Flask) to connect Genesys Cloud with backend healthcare systems (EHR/claims), enabling real-time data retrieval
• Developed Python-based microservices for handling patient data processing, validation, and API orchestration, improving response efficiency
• Implemented secure authentication flows using OAuth2, ensuring patient data protection and compliance with healthcare standards
• Configured ACD routing and skill-based queues, ensuring patients are routed to appropriate departments such as billing, claims, and support
• Developed chatbot and digital bot flows, by integrating Python-based NLP services for intent processing and fallback handling
• Implemented Voice-of-Customer (VoC) surveys, capturing patient feedback and integrating results with reporting systems
• Used Terraform (CX as Code) to automate deployment of Genesys flows, queues, and routing configurations across environments
• Built Python scripts for log analysis and monitoring, enabling faster troubleshooting and reducing issue resolution time
• Performed production support and root cause analysis, by analyzing interaction logs, API responses, and routing behavior
• Ensured high availability (HA) by supporting failover configurations and monitoring system health
• Participated in UAT testing, CI/CD deployments, and Agile ceremonies, ensuring smooth delivery cycles
• Maintained technical documentation for IVR flows, APIs, and Python services, improving team collaboration

Master of Science - Information Systems - Northwest Missouri State University