Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Sai Venkata Akhil Chaluvadi

Hyderabad

Summary

Experienced Genesys Cloud professional with expertise in development, configuration, and deployment of call flows. Currently working as a Lead Developer, mentoring teams. Skilled in troubleshooting, technical support, and optimizing systems for global clients.

Overview

6
6
years of professional experience
1
1
Certification

Work History

SENIOR CONSULTANT

TTEC Digital
Hyderabad
04.2023 - Current
  • Played a key role in the design, development, and implementation of Genesys Cloud projects, contributing as a Developer, Business Analyst, and Trainer.
  • Led and managed Genesys Cloud initiatives as a Lead Developer, ensuring successful and efficient project execution.
  • Mentored a team of 10 junior developers, guiding their growth, and helping them build their professional skills.
  • Collaborated with customers to understand their needs and deliver tailored solutions, while also managing configuration and development tasks within Genesys Cloud.
  • Oversaw the configuration, testing, and deployment of call flows on the Genesys Cloud Platform, ensuring compliance with acceptance criteria, and a smooth transition to production.
  • Worked on workforce management and quality management products.
  • Specialized in the outbound dialer product, driving its optimization and performance.

ASSOCIATE CONSULTANT

Infosys
Hyderabad
07.2021 - 03.2023
  • Worked as a Senior Technical Engineer on Genesys projects, delivering technical support to customers worldwide
  • Acted as a Dialer Engineer in the Genesys project, helping customers troubleshoot and resolve issues related to Interaction Dialer software
  • Proficient in reproducing issues in test environments and developing solutions that align with customer needs
  • Analyzed Genesys logs to pinpoint the root causes of issues and provided efficient resolutions to clients
  • Handled production downtimes and critical code red situations, ensuring prompt resolution within SLAs, while coordinating with cross-functional teams to manage product dependencies and identify software defects

SYSTEMS ENGINEER

Tata Consultancy Services
Hyderabad
06.2019 - 07.2021
  • Resolve daily tickets related to SIP configurations, account management, IVR call flows, scheduling, workgroups and skills, and scheduled report configurations
  • Perform daily application health checks to ensure systems are functioning properly before business operations begin
  • Conduct basic IVR testing during upgrades or when testing new functionalities
  • Configure scheduled reports, modify user settings, adjust report destinations and frequencies, and update interaction reports in ICBM
  • Experienced with the 'Scheduled Report Client' application
  • Worked with WFM Historical Feed and Real-time Adherence configurations to optimize agent staffing in call centers
  • Handled Verint user management, resolve access issues, integrate Genesys for adherence data, troubleshoot recordings, and conduct health checks and testing

Education

Bachelor of Technology - Mechatronics

SASTRA Deemed University
Thanjavur, TN
05-2019

12th - M.P.C

Sri Sadhana Jr College
Andhra Pradesh
04-2015

10th -

Sri Sai Balaji High School
Andhra Pradesh
04-2013

Skills

  • Genesys PureConnect
  • Genesys Cloud
  • Verint

Certification

  • Genesys Cloud Certified Professional
  • Genesys Cloud CX: Scripting Certification
  • Genesys Cloud CX: Architect Certification
  • Genesys Cloud CX: Outbound Certification

Languages

Telugu
First Language
English
Upper Intermediate (B2)
B2
Hindi
Elementary (A2)
A2
Tamil
Beginner (A1)
A1

Timeline

SENIOR CONSULTANT

TTEC Digital
04.2023 - Current

ASSOCIATE CONSULTANT

Infosys
07.2021 - 03.2023

SYSTEMS ENGINEER

Tata Consultancy Services
06.2019 - 07.2021

Bachelor of Technology - Mechatronics

SASTRA Deemed University

12th - M.P.C

Sri Sadhana Jr College

10th -

Sri Sai Balaji High School

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Sai Venkata Akhil Chaluvadi