Headline

Software Developer @amdocs | Genesys CX cloud Certified - Developer & Professional | Akamai CDN Developer

About

As a Software Developer at Amdocs since February 2024, I focus on leveraging my expertise in Genesys CX cloud and systems architecture to support seamless contact center operations. My role emphasizes troubleshooting call routing, voice quality, and network issues while applying my knowledge of TCP, VoIP, SIP, and SBCs. A graduate of Dr. A.P.J. Abdul Kalam Technical University with a Bachelor of Technology in Computer Science, I bring over three years of experience in the IVR self-service and contact center industry. I am motivated to collaborate on innovative projects and provide solutions that enhance omnichannel and digital eServices, including email and chat, for modern customer engagement platforms.

Location

Gurugram

AI stack

github copilot

langchain

n8n

openai

Work experience

Software Developer at Amdocs, Feb 2024 - Present · 2 yrs 5 mos, Gurugram, Haryana, India, • Developed and integrated solutions using Genesys CX cloud, enhancing user configuration and experience. • Architected flow designs to streamline processes and improve efficiency in customer interactions. • Collaborated with third-party services for seamless integration of chatbots using Genesys AI Studio. • Gained extensive experience in incident management and problem-solving processes, enhancing overall service delivery.

Software Engineer at Tech Mahindra, Sep 2022 - Jan 2024 · 1 yr 5 mos, Pune District, Maharashtra, India, •Genesys Cloud L2/L3 Engineer. • 3+ years of experience in IVR Self service/Contact center industry. • Adequate experience in working with The Genesys Pure Engage cloud platform and Good-Knowledge in overall Genesys Applications. • In depth knowledge and implementation experience with Genesys CX Cloud platform including IVR,Routing,Recording,Reporting & WFM. • Expertise in troubleshooting call routing, voice quality and network related issues , strong working knowledge of TCP,VoIP, SIP ,SBC’s and excellent knowledge of ACD and contact centers. • Understanding of Genesys architecture for all mentioned components. • Strong experience with Genesys Cloud products,Good knowledge on Omnichannel & Digital eServices(Email & chat). • Designing , Planning , Implementation & Creation of new : Inbound Self Service IVR/outbound Campaigns/ Outbound strategy/DNs/VQ/Roles/Places/Dispositions/Skills Analyzing during issues. • Creating Test cases,raising defects and documenting the entire life cycle. • Maintained good customer & vendor relationship. • Expertised in Incident Management ,Change Management & Problem Management Process.

Associate Software Engineer at Tech Mahindra, Sep 2021 - Sep 2022 · 1 yr 1 mo, Noida, Uttar Pradesh, India

Software Developer (Netsuite Developer) at WebBee Global, Apr 2021 - Sep 2021 · 6 mos, Noida, Uttar Pradesh, India

Education

Bachelor of Technology - BTech, Computer Science, Dr. A.P.J. Abdul Kalam Technical University

SSC, Mathematics, R P S HIGH SCHOOL