Biswajit Mishra
Bengaluru
Summary
- Installation and deployment of Genesys Framework, Genesys eServices (multimedia), SIP Server, Genesys SIP Server integration with media server.
- 16+ years of IT experience in Genesys under many platforms and libraries in all phases of large-scale software architecture, design, development and testing.
- 16+ years of experience in Call Center Technologies and Computer Telephony Integration (CTI) systems. Work with Genesys Vendor to develop and customize the various applications like URS, Tserver, Stat Server etc to meet the client requirements for implementing Computer Telephony integration. Code, Configure, deploy and monitor the Call center environment and architecture using Genesys Suite like IRD (Interaction routing designer), CME (Configuration Manager), SCI (Solution Control Interface), Genesys Administrator,GAX and logs.
- Experienced in working on both Oracle and SQL Server databases.
- Experience in DNIS Pooling concepts by passing target pool and retrieving values by doing Reserve and retrieve from databases using custom stored procedures and developing the same in IRD.
- Involved in complete Software development life cycle, which includes client interaction, design, development, testing, implementation and support. Specialized in the area of Computer Telephony Integration (CTI), installation and monitoring of Universal Routing Server (URS), T-Server, Stat Servers. Experience in Genesys Framework, Genesys Administrator, configuring using Genesys Administrator Extension, Genesys SIP Server Deployment and Genesys Video routing integration with CUCM (Cisco Unified Communication Manager) using SIP Server, Media Server and Resource Manager. Deploying vendor menu files into the media server application for the display of menu in the video telepresence unit.
- Experience in using Genesys support phone in the initiation, transfer and conference between agents for arrival of call between different telepresence units. Good Experience in Genesys-Avaya and cisco environment. Deployment of Interaction concentrator for the data source config server, TServer, multimedia and outbound contact server.
- Deployment of Genesys Infomart application for the Interaction databases to meet the reporting needs.
- Fetching Reporting needs by using SQL queries in Infomart
- Deployment of iWD components.
- Lead the Application Management team by guiding peers for concepts, design, architecture and troubleshoot. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
16
16
years of professional experience
5
5
Certifications
Work History
Lead Software Engineer
Wells Fargo
7 2017 - Current
- Leading genesys application management Kanban team
- Being genesys Application Management engineer, write technical implementation document for deployments
- Java and tomcat vulnerabilities for linux servers are upgraded regularly to be application and server compliant
- Monitor alerts and take appropriate troubleshoot action to clear it in genesys environment
- Migrated and Upgraded reporting Infomart Components from 8.1 to 8.5 version in linux
- Subsequent latest releases and versions of Infomart were upgraded
- Designed and deployed BCP architecture of Infomart by involving DBAs
- Moved existing databases to new for segregation of ICONs to different databases
- Experience on CCpulse and Pulse Applications
- Creating stg files for business monitoring
- Fetch reports by querying infomart databases
- Upgrade tomcat dependent genesys Integration Server(GIS) to support wallboard Stats
- Troubleshooting Experience
- Setting up AppViewX Dashboard for F5 urls and Ips
- Migration of Genesys components from Redhat 7 to Redhat 8 under Tech Refresh.
Senior Voice Platform Engineer
Healthcare, Cognizant
10.2016 - 07.2017
- Express Scripts is largest pharmacy company putting medicines within reach
- Handled projects in ESHC – CTI Platform Support
- Maintain platform support in both windows and Linux environment
- Troubleshoot issues and provide fix within stipulated time by following ITIL process
- Monitor alerts and take appropriate troubleshoot action to clear it in genesys environment
- Provide platform support in reporting environment for ICONs and Infomart applications
- Identified issues, analyzed information and provided solutions to problems
- Schedule and run reports using CMC Instance Manager.
Senior Integration Engineer
Cognizant Technology Solution
05.2015 - 09.2016
- Attended meetings and took on leadership role as point of contact or stakeholder for projects in Branch Banking & Trust Company (BB&T)
- Upgrade existing Genesys CIM framework to Genesys 8.5 version, compatible with windows 2012 servers in VMWare environment
- Install and configure Genesys SIP Server on new windows server 2012 servers
- Install and configure Genesys reporting components on new Windows 2012 servers
- Install and configure Genesys e-Services 8.5 version on new Windows 2012 Server
- Install and configure Genesys outbound latest(8.1.x) version on new Windows 2012 Server
- Install and configure Genesys IWD 8.5 version on new Windows 2012 Server
- Upgrade of Genesys contact center components for DEV/SIT, UAT and Production environments
- MS Active directory LDAP integration for compatible Genesys client based applications like Genesys Administrator, GAX, IRD, OCM, CME, SCI, CCPulse, Workspace Desktop
- Kerberos Single Sign On implementation for Workspace Desktop Edition
- Install SSL based GAX and plugins
- Implement IP Address Takeover for SIP Server HA in windows 2012 servers
- Established upgraded genesys environment.
IT Analyst
Tata Consultancy Services Ltd
12.2007 - 05.2015
- Design and Development of Computer Telephony Integration (CTI) system for Bank of America – CTI Design and Development
- During tenure has worked 4 years in USA-Charlotte being associated with TCS customer location Bank of America
- Understanding design requirements
- Developing code using Genesys Suite, Interaction Routing Designer, Configuration Manager
- Prepared and maintained system documentation
- Ensure Quality assurance activities in project
- Defect analysis and fixing
- Monitor status of applications using Genesys Suite
- Analyze log files to investigate root cause of any production issues
- To optimize queries in order to maximize performance using CC Pulse
- Worked in voice and video routing technology using Genesys Framework software having, Interaction Routing designer, Configuration Manager, Genesys Administrator, Genesys Administrator extensions, Solution control interface applications
- Installation of TServer, Universal Routing Server, Stat Servers in windows and Linux platform
- Installation of SIP Server, MCPs, Resource Managers in windows and Linux Platform.
Education
Bachelor of Engineering - Electronics and Telecommunication Engineering
Pandit Ravi Shankar Shukla University
Skills
Genesys CTI experience in platform upgrade to the latest 85 CIM platformundefined
Certification
Google Cloud Certified Professional Cloud Architect, https://www.credential.net/1c1dd569-830a-45b4-beb0-7ef4eaf5afb1
Accomplishments
Have contributed Ideas in the organization for Patent Filing, Two of the patent Filing is in progress.
Timeline
Senior Voice Platform Engineer
Healthcare, Cognizant
10.2016 - 07.2017
Senior Integration Engineer
Cognizant Technology Solution
05.2015 - 09.2016
IT Analyst
Tata Consultancy Services Ltd
12.2007 - 05.2015
Lead Software Engineer
Wells Fargo
7 2017 - Current
Bachelor of Engineering - Electronics and Telecommunication Engineering
Pandit Ravi Shankar Shukla University
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