Harshvardhan Rathod

Genesys Cloud CX:

• Build Genesys Cloud Architect Flows and Integrations
• Salesforce CRM Data Actions for Genesys
• Integrating 3rd party tools with Genesys Cloud CX using APIs
• Troubleshooting flows with Execution History and Participant data logs
• Managing Roles, Permissions, Divisions and Licenses
• User Management and Agent Configurations
• Implement BYOC solution with enterprise SBCs, Troubleshooting SIP calls
• Plan and configure ACD Queues and Routing
• Managing Emergency Group, Data Tables
• Salesforce CRM Integration's, Creating Data Actions for specific business use cases
• Quality Management, Workforce Management

Cisco Voice:

• Provided project support for Cisco UCCE and IPT for clients including Shell, Zurich, FedEx, BMS, CLSA, Alter-Domus, Bridgestone, and DHL.
• Managed call routing and script modifications for multiple customers.
• Proficient in VIM and eGain applications.
• Installed and configured Cisco Unified Communications Manager (CUCM).
• Registered and configured Cisco IP Phones (7841, 7961, 7821, 3501) and video devices.
• Installed and configured Cisco IP Communicator.
• Performed CUCM backups and configured device pools, including CUCM groups, date and time groups, and regions.
• Configured Class of Service (CSS) and partitions on CUCM.

• Managed global support issues for Microsoft Teams raised by administrators.
• Provided troubleshooting for application and network-related issues.
• Delivered technical support via phone, email, and live Teams meetings.
• Coordinated with Microsoft SMEs on service degradations and incidents.
• Troubleshot Teams issues using the admin center and supported devices (e.g., MTR).
• Handled escalations from customers, incident managers, and CSAMs.

• Managed UCCE environment, focusing on IVR closures and script changes.
• Utilized Knoah Soft/Harmony for call recording and managed recorders/storage devices.
• Handled LCM, Dialer, and CCB solutions, including troubleshooting Cisco Finesse and CUIC issues.
• Administered ICM components (Router, Logger, AW, HDS, PG) and modified ICM scripts for call flow and agent transfers.
• Installed and upgraded Call Manager/Unified Communications Managers.
• Managed eGain Mail and Chat functionality.
• Implemented and configured Finesse; maintained Nice recorder systems.
• Conducted backups and upgrades for ICM, CUCM, CUIC, and CVP OAMP.
• Analyzed CTI and ICM log files for issue identification.
• Customized Finesse gadgets per customer requirements.
• Created and modified VoIP and POTS dial-peers, route groups, and CTI route points.

• Explored monitoring tools, including Cisco RTMT, TMS, and log collection.
• Utilized Remedy Ticketing Tool to resolve various Cisco Jabber and IP phone issues.
• Demonstrated proficiency with Telepresence Servers and video devices (SX-80, DX-70).
• Resolved gateway issues and collaborated with Cisco TAC to open and manage cases.
• Troubleshot daily issues by analyzing event logs.