A. Srimannarayana

• Core Technical Skills:
• Genesys Cloud CX: Architect (Inbound/Outbound), Queues, Skills-based routing, Data Actions, WebRTC, outbound campaign management, Quality management, WFM management.
• Integrations: REST APIs, JSON, OAuth, ServiceNow automation, and CRM screen pops (Salesforce/MS Dynamics).
• Telephony & Network: BYOC Trunks, SIP, Edge configuration, WebRTC, and voice quality troubleshooting.
• Led the migration of 2000+ agents from legacy on-premise systems (Cisco) to Genesys Cloud CX.

AI-Specific Technical Skills:

• Genesys Dialog Engine Bot Flows: Expertise in building native Natural Language Understanding (NLU) bots for intent recognition, slot filling, and confirmation logic.
• Third-Party Engine Integration: Seamlessly connecting Amazon Lex V2, Google Dialogflow CX, and Microsoft Azure Bot Service via native Genesys Cloud integrations.
• Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
• Voicebots (IVR to AI): Implementing "Whisper" prompting and Speech-to-Text (STT) tuning for high-accuracy voice recognition in automated IVR flows.

Generative AI & Agent Assist:

• Genesys Agent Assist: Configuring real-time Knowledge Suggestions and transcription services to reduce Average Handle Time (AHT).
• Auto-Summarization: Utilizing AI-driven interaction summaries to automate post-call work (ACW) for agents.
• Knowledge Workbench: Curating and training AI Knowledge Bases to power bot responses and self-service portals.
• Genesys Cloud Copilot: Deployment of Agent Copilot for real-time scripting and knowledge surfacing, and Supervisor Copilot for automated QA and performance insights.

Behavioural & Predictive AI :

• Genesys Predictive Engagement (GPE): Deploying AI-driven web tracking to trigger chat bots or voice callbacks based on high-intent customer behavior.
• Predictive Routing: Optimizing agent-customer matching using machine learning models to improve conversion rates or CSAT scores.

• Responsibilities:
• Implementing and Troubleshooting Complex and Chronic issues like voice quality, media resources, call routing, IP Phone features & other UC Applications etc.
• Hands-on with VoIP and telecom equipment, standards and technologies.
• IP Telephony implementing VOIP technology, Unified Communications, VOIP Protocols as SCCP, SIP, MGCP.
• Administrating UCCX 11.5 and its agents, supervisors.
• Administrating agents voice recording application AQM and CDR record application Viarphy Insight.
• Working closely with Cisco TAC to resolve complex issues & unknown bugs on CUCM, Unity connection, Gateways & other UC
• Performing regular Health checks for all the regions (NA, APAC, EMEA), and doing Proactive troubleshooting, if required.

• Responsibilities:
• Implemented and managed CISCO VOIP network and provided high, medium, low level Network Support.
• Identified and resolved problems on Call flow and Voice Gateway related issues.
• Phone registrations issues with CUCM etc. (level-2 support)
• Administrating Agents & Supervisors in UCCX.
• Creating and performing change requests to address the regular change activities like ( Hardware replacement, Software and IOS upgrades , device & service restart and Issue specific configuration )
• Working closely with Cisco TAC to resolve complex issues & unknown bugs on CUCM, Unity connection, Gateways & other UC.

• Responsibilities:
• Implemented and managed CISCO VOIP network on all global locations. CUCM, CUC, UCCX products.
• Configured Gateways for MGCP and SIP based protocols. Resolved VOIP related issues on CUCM and Gateways.
• Provisioning & Terminating phones for users & Troubleshooting Issues related to phone registration.
• Working closely with Cisco TAC to resolve complex issues related to CUCM, Unity connection & Gateways.