Archana Yellaram
Genesys Cloud Specialist
Hyderabad,TG
Summary
- 3 years of professional experience in Contact Center application, specializing in analysis, design, development, deployment, and testing of enterprise solutions.
- Strong experience in Genesys Cloud architecture, implementation, and support, including IVR design, call flows, and multi-channel routing.
- Hands-on experience in Omnichannel routing including Inbound, In-Queue, Voice Bot, Workflows, Triggers, Messaging, and Outbound interactions.
- Good knowledge of Data Actions, APIs, script development, and integrations within call flows.
- Experience in testing, debugging, and QA execution for inbound channels and contact center workflows.
- Worked with large-scale clients and contributed to business-critical implementations.
- Involved in building the automation tools for configurations and importing the flows to reduce manual effort.
Overview
5
5
Certifications
3
3
years of professional experience
Work History
Consultant
TTEC Digital
06.2023 - Current
- Delivered Genesys solutions for enterprise clients across multiple domains, including healthcare and financial services, contributing to business-critical projects such as Global Payments.
- Developed and optimized inbound IVR flows, in-queue call flows, email flows, and agent interface scripts to enhance the customer experience.
- Designed and implemented voice bots and digital bot widgets, overcoming limitations to meet client specifications.
- Integrated APIs with Genesys to facilitate real-time data fetching and call processing, improving system responsiveness.
- Configured users and roles, ACD skills, queues, wrap-up codes, call routing, and schedules.
- Gained hands-on experience with a wide range of Genesys Cloud components, contributing to the project's overall success.
- Delivered Genesys solutions for enterprise clients in healthcare and financial services, supporting critical projects like Global Payments.
- Worked on the CXTools for configuration items and exporting.
Education
Bachelor of Technology - Computer Science and Engineering
CMR College of Engineering & Technology
Hyderabad, India06-2023
Skills
CCaaS Platform: Genesys
Routing & IVR Design: Call Flow Architecture, IVR Design, Skill-based Routing
Communication Channels: Voice, Chat (Voice Bot & Digital Bot), Email, SMS
Design Tools: Microsoft Visio
Developed React-based automation tools for configuration items, improving operational efficiency and reducing manual effort
Certification
Genesys Cloud CX Ceritifed Developer
Timeline
Consultant
TTEC Digital
06.2023 - Current
Bachelor of Technology - Computer Science and Engineering
CMR College of Engineering & Technology