Sushma
Bengaluru
Summary
Motivated Senior Implementation Engineer with 7 years of progressive experience in contact center domain at NICE. Demonstrated expertise in customer-facing role showcasing as a consultant and product SME gathering information resolving operational and conducting system analysis to tailor client solutions with testing in addition. Proven ability to manage cross-functional teams, streamline processes, and reduce costs while maintaining high service levels. Skilled in effective communication, analytical thinking, omni channels technologies, SQL database knowledge, and cloud-based technology and quick learner.
Career goal: Seeking a challenging role in a dynamic company that offers opportunities for professional growth and advancement and to implement the acquired skills to contribute to the success of the organization.
Overview
7
7
years of professional experience
Work History
Senior Implementation Engineer
Livevox by NICE
09.2017 - 11.2024
- Fostered strong relationships with clients and vendors, facilitating smooth project execution and future collaborations.
- Designed and executed test cases in Zephyr and reported bugs in JIRA.
- Resolved operational and technical issues effectively in production environments.
- Experienced in configuring,implementing and testing dialer solutions to clients.
- Knowledge on SDLC and bug life cycle.
- Managed troubleshooting and problem resolution, significantly reducing system downtime and maintaining high service levels by debugging root cause.
- Expertise in ACD, IVR, dialer configurations and testing.
- Tailored communication strategies to suit diverse client needs, facilitating clearer understanding and engagement.
- Established and maintained a comprehensive knowledge base to support consultancy activities and client queries.
- Hands on SQL, MySql database on daily basis to fetch, update and clear datapoints.
- Expertise onconfiguring and testing Callrecording, CallMiner, SpeechIQ process and solutions.
- Deep understanding on reporting, omni channels configuration and compliance DNC process.
- Created insightful presentations for client recommendations.
- Analyzed client business processes to identify improvement opportunities and recommend solutions.
Education
Bachelor of Engineering - Electronics and Communication
ATME College Of Engineering
2016
Skills
- Effective written and verbal communication
- Proficiency in SQL database
- Contact center domain knowledge and testing
- Knowledge on omni channel communication technologies
- Knowledge on cloud based technology(AWS),JIRA
- Expertise in implementing,configuring and testing dialer products
- Quick learner
- Efficient in capacity planning and resource management
- Familiarity with CRM platforms
Timeline
Senior Implementation Engineer
Livevox by NICE
09.2017 - 11.2024
Bachelor of Engineering - Electronics and Communication
ATME College Of Engineering
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