Keywords
Genesys
Call Centers
VoIP
Strategic Thinking
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).
Project history
- 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
Local Availability
Only available in these countries:
India
