Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
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ANAV BANSAL

Software Developer
Alwar

Summary

Results-driven Software Developer with 4 years of experience in telephony systems, CRM integrations, and contact center solutions. Proficient in JavaScript, Node.js, and AWS (Lambda, Connect), with strong cloud integration skills and expertise in CTI, chatbots, IVR flows, and automation on platforms like Webex, Genesys, Amazon Connect, and Zoom. Extensive knowledge of CRM systems including ServiceNow, Salesforce, Freshdesk, and Zendesk, with hands-on experience in multi-channel campaigns (Email, SMS, Voice) and marketplace deployments. Recognized for optimizing call flows and automating CRM processes while architecting scalable chatbot and IVR solutions to enhance customer engagement and operational efficiency.

Overview

4
4
years of professional experience
2
2
Languages

Work History

Software Developer

Novelvox PVT Ltd
03.2024 - Current
  • Company Overview: Novelvox PVT Ltd specializes in integrated telephony solutions.
  • Proficiency in configuring and managing Avaya ACCS, AVAYA AES and Avaya IPO for call routing and automation.
  • Experience in designing call flows, scripting, and IVR (Interactive Voice Response) setup.
  • Knowledge of ACD (Automatic Call Distribution) setup and agent routing strategies.
  • Troubleshooting and diagnosing issues related to Avaya components and call processing using Node.js, REST API, JSON, and AngularJS.
  • Experience with Amazon Connect CTI integration and configuration.
  • Expertise in setting up Amazon Connect, contact flows, queues, and routing profiles.
  • Using AWS Lambda functions to customize and extend Amazon Connect functionality, storing call data metrics in databases with Node.js and MySQL.
  • Practical experience in building and managing chatbots on Webex Connect, and Voice IVR automation.
  • Experience in managing campaigns over email, SMS, and voice across platforms like Zoom, Genesys, and Webex.
  • Hands-on experience in Webex Contact Center, Webex Desktop, and Webex Connect, including creating email templates, chat templates, setting up widgets, and embedding widgets into the Webex desktop application. Built a real-time chat translation page for Webex using AWS Lambda, enabling multi-language chat support. Strong expertise in configuring contact flows, agent desktops, and chatbot integration.
  • Hands-on experience in Genesys ACD setup, campaign management, and chatbot architecture design for customer engagement and automation.
  • Marketplace listing experience: published and managed applications on ServiceNow, Freshdesk, and Webex marketplaces, with end-to-end deployment and configuration support.
  • Hands-on experience in various CRMs, such as ServiceNow, Salesforce, Freshdesk, and Zendesk, including CTI integrations and workflow automations.

Associate Software Developer

Novelvox PVT Ltd
10.2021 - 03.2024
  • Company Overview: Novelvox PVT Ltd specializes in integrated telephony solutions.
  • Configured and set up MS. Dynamics Live Chat and Telephony, including State Sync feature.
  • Created an MS Teams Calling Bot, utilized MS Teams API, REST API, Node.js for CTI development.
  • Developed and implemented telephony integration solutions (Genesys, Avaya, Amazon) with various CRM systems.
  • Used PowerFX in MS Dynamics for CTI integration features and BYOT (Bring Your Own Telephony) setup in Salesforce.
  • Leveraged ServiceNow APIs for new CTI features, optimizing contact center operations.
  • Integrated Genesys email feature along with telephony in application.

Education

B.Tech - Computer Science

Arya College of Engineering And IT
Jaipur, India
04.2001 -

Skills

Programming Languages / Database

JavaScript

NodeJS

MYSQL

AWS Lambda

Frameworks

AngularJS

ExpressJs

Rest Api's

Systems Integration

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Websites

Accomplishments

  • Awards
  • Received three 'Pat on the Back' awards for outstanding performance, consistently surpassing key performance metrics and contributing to team success across multiple projects.

Timeline

Software Developer

Novelvox PVT Ltd
03.2024 - Current

Associate Software Developer

Novelvox PVT Ltd
10.2021 - 03.2024

B.Tech - Computer Science

Arya College of Engineering And IT
04.2001 -

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ANAV BANSALSoftware Developer