Elangovan Sivanandham

• Involved in Discovery workshops with the client, discussing with their stakeholders for exploring the optimized design as per the requirements.
• Integrating the third-party systems with Genesys cloud to provide a seamless end-user experience to the customer.
• Preparation, maintenance of Migration documents and run books, ensuring a peaceful migration, and achieving RFT.
• Exploring the opportunities for Automation, continuous improvements, and upselling of services to customer.
• Identifying and absolutely pointing the risks, actions to overcome the risks, futuristic steps to be adhered for avoiding the risk to Project governance team.
• Ensuring the quality assurance and the extended support for the operations team(internal) and Admin team(customer) to have a seamless migration experience.
• Actively involved in Upskilling of the existing resources and as in when needed extending support for the recruitment drives by identifying the motivated and action driven people to the organization

AIG (Global VOICE Network Services).

• Involved in business requirement analysis and provided high-level solution design and low-level solution design for the Genesys Contact Centre deployment.
• Involved in analyzing network and edge configuration, call flow design, collaboration, API integration, alert and dashboard setup, and real-time view for call connect in an end-to-end project.
• Developed the Genesys inbound inflow and integration with data tables, customized the screen popup with custom fields.
• Developed Data Action API and integrations within the call flow.
• Created an inbound IVR flow and configured it in Architect for the new business requirement.
• Created division, queue, ACD on queue flow, skills language, and routing logic in the PureCloud environment.

JNJ GNS (Global Network Services) – Contact Center.

• Hands-on experience in installing Genesys Framework 8.5.x, maintaining the Genesys framework, Enterprise Routing (ERS), Multi-Channel Routing (MCR), Routing Strategy Design, and implementation, with strong CTI integration skills.
• Migrate the Genesys framework from the legacy platform to the Next Generation Contact Center platform.
• Update Genesys routing strategies based on business needs.
• Work on historical reporting solutions for Genesys Infomart.
• Enhancement to the existing routing and reporting applications.
• Design and development of inbound and outbound call flows. Translate business requirements into technical solutions. Troubleshooting production-related issues, if any, and providing root cause analysis and resolutions.
• Provide technical SME advice on routing requirements.
• Build the standard call flows in Amazon Connect.