Ankush Khare available

Ankush Khare

Genesys Consultant

available
Profileimage by Ankush Khare Genesys Consultant from
  • Freelancer in
  • Graduation: Bachelor of Engineering
  • Hourly-/Daily rates: 100 $/day
  • Languages: English (Limited professional) | Hindi (Native or Bilingual)
  • Last update: 03.11.2016
KEYWORDS
ATTACHMENTS
Genesys Certified Consultant
The download of this file requires a paid membership.
SKILLS

Contact Centre expert with 7 years of experience.
Genesys Certified Engineer. 
Hands on experience on Genesys Voice, and E-services portfolio.

 

  • Managing Genesys Contact Center operations and enhancement of IVR call flows and strategies including Genesys Inbound, SIP server, Genesys framework, Genesys Multichannel (Email, web chat, iWS, Social messaging).
REFERENCES
  • Worked as a Genesys SME for e-services 8.1 end-to-end deployment and configuration.
  • Requirement gathering from client and preparing test cases and test plans.
  • Feature testing as per Client requirement.
  • Deployed & Configured ORS, URS, Interaction server, UCS, Knowledge Manager, IWS, Classification server, Training server, GAX, WebAPI server, SMS, Co-browsing and Social messaging server (Facebook, Twitter) for client.
  • Designed the e-services calls flows in IRD based & Composer based strategies.
  • Performed unit, system and integration testing for Genesys Web chat functionality.
  • Identify performance measurement parameters and collaborate with other stakeholders to understand measurement needs.
  • Design self-service process incorporating all the technical and functional requirements of the client.
  • Pro-active chat engagement using Genesys web engagement server (Frontend & Backend)
  • Genesys SMS paging and session mode deployment.
  • Framework, SIP server installation and inbound call flow design.

Designing call flows (strategies) in IRD and Genesys rules in GRS


Genesys Consultant for deploying Genesys Contact Center solution for Maxis Communication (Kuala Lumpur) Malaysia.

 

  • Managing Genesys Contact Center operations and enhancement of IVR call flows and strategies including Genesys Inbound, SIP server, Genesys framework, Genesys outbound, Genesys Multichannel (Email, web chat, iWS, Social messaging).
  • System integration testing for IVR, call listening and prompt verification.
  • Genesys CTI desktop integration
  • Production defects and tracking management.
  • Virtual Hold technology
  • Requirement gathering from client and preparing test cases and test plans.
  • Feature testing as per Client requirement.
  • Integration testing of Genesys Outbound dialer with application called CIFO developed by one of the vendor for client used for outbound reporting.
  • Nice recording solution.
  • Voice and unified communication
  • Contact center operation/process migration/transition
  • Multi-channel Contact center operations and transformation
  • Contact/command center operating model development

 

GET IN TOUCH

I accept the Conditions

I accept the terms of the privacy policy

Note: sending your contact request is free of charge