Janakiraman A
Bangalore
Summary
IT professional with over 10 years of experience in IT and customer care solutions, specializing in Genesys technology. Proven expertise in designing call and IVR flows that enhance customer experience and satisfaction. Committed to leveraging technology to deliver innovative customer care solutions that meet and exceed expectations.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Senior Customer Support & CTI Analyst
Schneider Electric Pvt. Ltd.
Bangalore
05.2021 - Current
- Spearheaded migration from Genesys Engage to Genesys Cloud CX, ensuring seamless transition.
- Led architecture, design, and implementation of Genesys solutions to meet business needs.
- Gathered business requirements and produced Genesys-compliant documentation and designs.
- Configured contact center components including skills, queues, wrap-up codes, users, and roles.
- Collaborated with project managers for successful Agile-driven deployments.
- Designed and tested call flows; managed UAT and QA phases effectively.
- Developed and integrated Proof of Concepts (POCs) to validate solutions.
- Delivered training and support throughout all go-live phases, addressing escalations promptly.
Senior System Analyst
Tek Systems
11.2016 - 05.2021
- Delivered comprehensive Genesys application support, managing incidents and changes effectively.
- Designed routing strategies and administered CTI applications to enhance performance.
- Collaborated with Genesys Framework, Amazon EC2, and S3 for optimal system integration.
- Supported CCPlus+/Pulse and facilitated profile setups for improved user experience.
- Troubleshot T-Server and URS issues to minimize downtime.
- Contributed significantly to Genesys Cloud migration projects, ensuring smooth transitions.
- Utilized Remedy for ITIL-based incident, change, and problem management to streamline operations.
System Engineer
I-Source Info Systems
04.2015 - 11.2016
- Conducted IT operations including change, patch, and incident management
- Troubleshot OS/hardware failures and implemented disaster recovery solutions
- Maintained Windows 2008/2012 servers and Symantec antivirus
- Supported network and local printer configurations
System Engineer
Precision Infomatica
01.2013 - 04.2015
- Managed Active Directory, DHCP, and backup systems
- Troubleshot hardware/network issues and configured routers/Wi-Fi access points
- Provided Level 1 support and maintained IT asset inventory
Desktop Support
Arun Infotec
07.2011 - 01.2013
- Delivered desktop support services to end-users across multiple locations.
- Resolved hardware and software issues for desktops and laptops, enhancing user productivity.
Education
Diploma in - Computer Science & Engineering
S L J Polytechnic
Gokak01.2012
PUC -
LJ Holi Comp PU College
Gokak01.2007
SSC -
Oriental English Medium School
01.2005
Skills
- Genesys Cloud CX expertise
- Call flow and IVR design
- Contact center configuration
- Business requirements analysis
- User training and support
Disclaimer
I hereby declare that the information provided is true to the best of my knowledge.
Place
Bangalore
Certification
- Genesys Cloud CX: Professional Certification
- Genesys Cloud CX: Architect Certification
- Genesys Cloud CX: Developer Certification
- Genesys Cloud CX: Scripting Certification
- Genesys Cloud CX: Outbound Certification
Timeline
Senior Customer Support & CTI Analyst
Schneider Electric Pvt. Ltd.
05.2021 - Current
Senior System Analyst
Tek Systems
11.2016 - 05.2021
System Engineer
I-Source Info Systems
04.2015 - 11.2016
System Engineer
Precision Infomatica
01.2013 - 04.2015
Desktop Support
Arun Infotec
07.2011 - 01.2013
Diploma in - Computer Science & Engineering
S L J Polytechnic
PUC -
LJ Holi Comp PU College
SSC -
Oriental English Medium School
Similar Profiles
Gaurav AroraGaurav Arora
ERP Technical Analyst at Schneider Electric Pvt. Ltd.ERP Technical Analyst at Schneider Electric Pvt. Ltd.
Durgalakshmi SrinivasanDurgalakshmi Srinivasan
Senior Design Engineer at Schneider Electric Pvt. Ltd.Senior Design Engineer at Schneider Electric Pvt. Ltd.
Aniruddha NayakAniruddha Nayak
Finance Business Partner at Schneider Electric Pvt. Ltd.Finance Business Partner at Schneider Electric Pvt. Ltd.