Deepak Pandey

Experienced in effective communication and relationship building. Strong analytical, problem-solving, and organizational skills. Known for a flexible and detail-oriented approach to tasks.

Possessing a total 5 Years & 09 Months of experience working closely with multiple VoIP projects across globe. Effective communicator with excellent relationship building & interpersonal skills., Strong analytical, problem solving & organizational abilities., Possess a flexible & detail-oriented attitude.

• Troubleshooting and providing support of Genesys Cloud environment along with Cisco IPT and UCCE for the Client.
• Managing and troubleshooting of Genesys (Architect, Administrator, Pulse, Designer etc. apps) & Cisco Unified Communication Manager, Cisco Unity Cisco IM and Presence, ICM, CVP, Calabrio call Recordings.
• Administration of Management and ICM including all components likes Router, Logger, AW, HDS, PG etc.
• Using Bulk Administration Tool (BAT) for various Administration and Implementation.
• Managing Reporting requirement via CUIC (Cisco Unified Intelligence Center) reporting tool and Pulse for Genesys Cloud Cx.
• Troubleshooting and Configuration changes of ACD/IVR, ICM, CVP, CUCM, VXML Gateways, and PGs.
• SIP Call troubleshooting for various call routing issues like call disconnect, audio issues etc.
• Agent Creation, Extension Creation, Agent Reskilling, Queue, Script, Campaign creation etc.
• Call flow issues and consideration for the Cisco Unified ICM call routing scripts and agents transfer in the cisco unified UCCE solution.
• Usage of Troubleshooting tools like RTMT, DNA, CDR, Route Plan Report, Solar Wind, Wireshark, Translator X etc.
• Proficient in Reporting, Vendor management and coordination with third party app integration within Genesys environment e.g. CRM, Salesforce, Voice/Chat bot etc.

Genesys Cloud Certified Professional, Valid till: 09/07/26, https://www.credly.com/badges/d3c74bb2-955d-4895-b8eb-40a3cafb23d3/public_url

• Executive M. Tech in Cloud Computing, Ongoing 3rd Sem, IIT Patna, 2024 - 2026
• B.Tech, ITM Maharajganj, 2018
• Matric, G.S.V.S. Inter College Maharajganj, 2014
• Pre-Matric, G.S.V.S. Inter College Maharajganj, 2012

• Date of Birth: 02 July 1998
• Language: English/Hindi

I am confident of my ability to work in a team as well as individual contributer. I hereby declare that the information furnished above is true to the best of my knowledge and belief.

Location: Lucknow