Contact center of American Payments company
March 2022 - Till now
Project descriptionContact center based on partly Genesys Cloud CX (New Business/LoBs), Genesys framework 8.x with IVR(GAAP), Pulse, interactive insights/infomart data, recordings, voice mail solution based contact centerWork- Worked on designing, developing, and implementing IVR flows.
- For 1 client; worked on pilot Genesys Cloud implementation for the pilot market. Designing flows, creating agent configurations, etc.
- Worked on 3 different cloud projects.
- Worked on GAX OPM configurable composer strategy solution design to modularize and easy to create IVR flows.
- Migrated 10K agents from Avaya to Genesys Engage Platform.
- Worked on solution design of complex flows consisting of VR presence in 45 countries and designed solutions for telecom carriers to deliver calls from different countries to be handled by agents in the US/India.
- Worked with internal legal teams to have recording solutions in place in accordance to regulations from different countries.
- Designed and Implemented new features like custom missed call alerts, mobile app-based authentication in IVR, visual IVR, etc.
- Worked on improving IVR for customers and added more information on WDE which in turn will help agents to help customers efficiently.
- Customized GI2 reports.
- Designed security model for GA/GAX.
- Gathered requirements and designed call flows in visio to be used to create configurations in turn creating IVR.
- Managed issues related IVR, Chat, GA/GAX, Pulse, Historical Reporting(Infomart/GI2), Speechminer, WDE, SIP Feature server.
ToolsGenesys Cloud CX, Genesys tools(GA, GAX, Pulse, GII, WDE, DB's, GAAP), ServiceNow, SpeechminerRolesDevOps Engineer Contact center of Vodafone(European entity of Vodafone)
June 2021 – March 2022
Project descriptionContact center based on Genesys framework 8.x with IVR, chat, email, outbound campaigns, interactive insights/infomart data, VHT, WFM, recordings, IWDWork- Working on intraday operations(L2 Support) of various contact center systems consisting of Genesys other applications.
- Automated health checks to reduce manual efforts and human errors.
- Created to script generate alarms for system failure logs.
- Developed IRD strategies for new requirements.
- Managed major incidents and analyzed RCA. Co-ordinated with vendors for issue resolution and customer experience improvements.
ToolsGenesys tools(GA, GAX, CME, KM, GRAT, CCPulse, GII, GMS, WDE, IWD, DB's), Remedy, VHT, NICE recording and WFM, BriaRolesL2 Support Engineer Contact center solutions
Mar 2021 – June 2021
Project descriptionContact center based on Genesys framework 8.x with IVR, chat, email, outbound campaignsWork- POC for different projects
- Project management
- Estimation of work
- Vendor management
ToolsGenesys tools(GA, GAX, CME, KM, GRAT, CCPulse, GII, GMS, WDE, IWD, GPlus, Speechminer, DB's),RolesLead Contact center with Genesys framework of Bank
Oct 2018 – March 2021
Project descriptionContact center based on Genesys framework 8.x with IVR, chat, email, outbound campaigns. Work- Routing revision of existing composer code to modular composer code. Modules can be triggered with the help of GRS(Genesys Rules System). This makes it easy to create new line for new department quicker and can be done by non-technical system user. Solution was based on GAX OPM and Audio Resources.
- Self service fast lane to offload customers with questions for which self-service available on digital platform such as mobile application or website.
- GMS Context Services for user journey reporting.
- Development of new authentication mandatory by regulations to phase out existing weak authentication.
- Solution to provide current contact center statistics to external consumers with GMS API.
- Development of new historical reports with existing GII and SAP BO.
- Reporting solution with userdata KVP's.
- Training material and training to users.
ToolsGenesys tools(GA, GAX, CME, KM, GRAT, CCPulse, GII, GMS, WDE, IWS, GPlus, Speechminer, DB's), Cyara, Hammer, HP-UFT, QMetry, JMeter, ServiceNow, Confluence, Sauce LabsRolesAgile Development Engineer, Reporting Developer, Automation Test Engineer, Manual Tester Contact center with Genesys framework of NPO
Apr 2018 – Aug 2018
Project descriptionContact center based on Genesys framework 8.x with IVR, chat, email, sms, webform, callback, outbound campaigns. Work- Co-ordination with 3rd party integration with Genesys platform
- Test Data Management
- SIT Support from on-shore(UK) for Chat, Inbound Voice using hardphone integrated and Callback, Campaign (Preview, Progressive, Predictive mode), outbound calls using UK numbers
- Defect triage
- Custom front-end to be used by business users to manage/create IVR without knowing technical details, manage user profiles
- Custom email functionalities and WDE functionalities built on top of Genesys SDK
- Team co-ordination, document updating and knowledge transfer for testers
- Custom reports based on client requirements and Performed operations related to user management, access restrictions, import-export-backup of reports.
- Design of security model for appropriate roles and access rights using Genesys UI layer
- Creation of canned responses and chat transcript formats using custom field codes
ToolsGenesys tools(GA, GAX, CME, KM, Pulse, CCPulse, GII, GMS, WDE, IWS, Speechminer, DB's), Selenium, HP-QCRolesTest team coordinator, Automation Test Engineer, Manual Tester Genesys webchat of multinational telecom company
Jan 2016 – Mar 2018
Project descriptionWebchat based on Genesys framework with reactive and proactive chat, GMS webform based callback solution(manual outbound call), chatbot(IBM Watson) with VAA), Hybrid/Native mobile chat application Work- Handled issues and CRs, SRs related to Genesys multimedia (Chat, E-mail), historical reporting(SAP-BO), Real time reporting(CCPulse).
- Design of security model for appropriate roles and access rights using Genesys UI layer.
- Creation of canned responses and chat transcript formats using custom field codes.
- Requirement analysis of CR.
- SIT of Genesys solution for different CRs.
- Defect discussions and management using HP-QC and Defect analysis after SIT completion
ToolsGenesys tools(GA, GAX, KM, CCPulse, GII, GMS, WDE, IWS, Frontend, Backend, DB's), Selenium, HP-QCRolesReporting Developer, Automation Test Engineer, Manual Tester Automation of manual package verification process of american cards company
Oct 2015 – Dec 2015
Project descriptionAutomation of process using HP-UFT for verification process of deployment package which involved lot of manual workWork- Cross platform verification of data using HP-UFT. Web and Mainframe application cross verification testing using HP-UFT
- Application Under Test: Web Application and Mainframe terminal
- Manual Testing Efforts Saved: 2 Days (Now requires only 25 mins. to cover whole review process)
- Microsoft excel report generated using UFT-checkpoints. It is important to get report in specific excel format
- If there is mismatch with any of data from request with Mainframe package details then request gets rejected and requires rework and must pay the penalty. To avoid this there is automation of validation of request data with mainframe package data
- After successfully completion of this project for mainframe packages; We reused the framework to extend scope of some core functionalities to the other team having similar deployment process
ToolsHP-UFTRolesAutomation Test Engineer Automation test of graphical design tool of European energy company
May 2015 – Sep 2015
Project descriptionAutomation of process using HP-UFT for verification process of deployment package which involved lot of manual workWork- Automation of Windows based graphical configuration tool to generate control logic diagram. Control logic diagram drives the algorithm of wind turbine controller
- Application Under Test: Windows based Graphical Tool
- Manual Testing Efforts Saved: 2 Days (Now requires only 25 mins. to cover whole review process)
- Test Scenarios Automated: 300 time consuming scenarios
- Manual Testing Efforts Saved: 22 Hrs. (Now requires only 2 Hrs. to cover all the test scenarios).
ToolsHP-UFT, JiraRolesAutomation Test Engineer