Kunal Vyas
GURGAON,Haryana
Summary
Dynamic and results-driven professional with more than 12 years of experience in developing, implementing, and supporting the Genesys on Premises application suite, Genesys Cloud CX as well as migrating to CCaaS .Certified as an Amazon Connect Communication Specialist. Currently employed at Miratech Group as a Senior PS Consultant for CX Technologies. Demonstrates excellent project management skills, effectively leading and motivating teams to maximize productivity. Experienced in training and updating team members, possessing exceptional communication and collaboration skills to work effectively with diverse groups. Strong problem-solving and analytical abilities, coupled with excellent decision-making skills and a positive approach.
Overview
13
13
years of professional experience
1
1
Certification
2
2
Languages
Work History
Senior Genesys PS Consultant
Miratech Group
08.2022 - Current
- Company Overview: Miratech is a global IT services and consulting company that brings together global enterprise innovation and start-up innovation
- Client: American Express - April 2023 - till now
- Role: Working as a Genesys Architect and a Product owner for the American Express WDE Product team
- Project: Development and Deployment of WDE features across the AMEX teams as per business requirements including new feature addition and general performance improvements
- Client: Caremore/Carelon USA - Aug 2022 - April 2023
- Role: Project Manager, Genesys Tech Lead
- Project: Migration of more than 50 Caremore (Carelon) Clinics to Genesys Cloud from the existing telephony setup with each clinic having a different IVR journey
- Miratech is a global IT services and consulting company that brings together global enterprise innovation and start-up innovation
Application Development Tech Lead
Telus International
11.2021 - 08.2022
- Company Overview: TELUS International is a customer experience innovator that designs, builds & delivers next-gen digital solutions for global and disruptive brands
- Client: Telus Canada
- Role: Working as a Lead Genesys developer to develop routing strategies for e-services and Cloud CX
- Involved in the migration from legacy outbound solution to the Outbound Cloud CX solution
- Project: Development and Deployment of Workflow changes and new requirements for the migration of legacy workflow to designer workflows
- Highlights: Development of new workflows in Designer
- Composer based workflow development
- Migration from legacy on-premise Genesys based outbound to Outbound Cloud CX solution
- TELUS International is a customer experience innovator that designs, builds & delivers next-gen digital solutions for global and disruptive brands
Senior Associate
Cognizant Technology Services
05.2020 - 11.2021
- Company Overview: Cognizant is an American multinational technology company that provides business consulting, information technology and outsourcing services
- Client: American Express
- Role: Working as a senior Genesys and VXML developer, working on core IVR vxml development
- Involved in the migration from VXML based IVR to latest Genesys (GIA) based IVR and Routing
- Project: Development and Deployment of IVR changes and new requirements in different markets across the globe
- Highlights: Development of new IVR and IVR features
- VXML based IVR development
- Migration from Core(Legacy) IVR technology to Genesys based IVR and Routing
- Implementation and Deployment of code using Jenkins pipeline
- Cognizant is an American multinational technology company that provides business consulting, information technology and outsourcing services
Genesys Senior Consultant
mokSa Technologies
05.2019 - 05.2020
- Company Overview: mokSa Technologies is a Global Consulting and Technology Services Company, providing Full Spectrum Services in various areas of Unified Communications
- Client: Dish D2h Pvt Ltd
- Role: Working as a Genesys Project Tech Lead and majorly focusing on Development and Deployment of Genesys Callflow and Workflows as per business requirement
- Troubleshooting issues in the production environment
- Project: Development and deployment of new complex functionalities in the IVR
- Highlights: Co-ordinate with business team for collecting their requirements
- Development of Callflows and Workflows
- Implementation and testing
- Resolve operational issues and refine processes
- Achieve productivity and performance goals by leading, motivating, mentoring, coaching, developing and implementing training
- Ensure all client support delivered per contractual agreements
- Identified areas for improvement and developed solutions
- Real time troubleshooting
- MokSa Technologies is a Global Consulting and Technology Services Company, providing Full Spectrum Services in various areas of Unified Communications
CTI Engineer
TEK Systems
03.2016 - 04.2019
- Company Overview: TEKSystems is a subsidiary of Allegis Group, the largest private talent management firm in the world
- Client: Adobe Inc
- Role: Support and Development for CTI (Genesys voice inbound and outbound) for most of the countries in Europe, US, APAC, Australia
- Major Project: Implementation and Deployment of a new CTI environment with High Availability and Redundancy across different data centres in different geos
- Integration with Multiple vendors and technologies to provide a seamless experience for the customers of Adobe
- Enabling call centre to have 99.999% availability
- Minor Projects: Deployment and Configuration of GAX (Genesys Administrator Extension) and Pulse (Web based real time reporting tool) to eliminate the dependency of Legacy Genesys tools like CME, SCI and CCPulse
- Completed POC and Implementation of a Cloud based CTI solution for a vendor Call Centre using the ININ(Interactive Intelligence) now known as Genesys PureCloud
- Integration of NICE Engage and NICE Analytics with the Genesys CTI Environment to enable call recording and call analytics in Adobe call centres
- Integration of Genesys reporting data in Tableau to publish simplified and easy to understand reports for business teams
- TEKSystems is a subsidiary of Allegis Group, the largest private talent management firm in the world
Supervisor – IT Service Management
Teleperformance USA
04.2012 - 02.2016
- Company Overview: Teleperformance is a strategic partner to the world’s leading companies, bringing solutions and enhancing customer experience during each interaction
- Roles: April 2012 to August 2012 - Worked as Technical Support Advisor in Adobe
- August 2012 to August 2013 - Job title: IT Service Desk Analyst
- August 2013 to January 2014 - Job title: Senior IT – Analyst
- February 2014 to February 2016 - Job title: Supervisor – IT Service Management
- Service Desk Role and Responsibilities: Answer user queries over phone/email/chat
- Create, Disable & manage user accounts, provide/revoke access to network folders & add/remove users from mail groups
- Managing user accounts in Active Directory which includes creating and modifying NT logins
- Use the incident management tool to track incidents
- Work towards resolution of such incidents within the given SLA's and comment each incident appropriately
- Monitor LAN/WAN, Servers and Critical IT Infrastructure like UPS/AC using remote monitoring tools
- Troubleshooting critical issues related to war-room, dialer, Genesys dialing and other networking and server issues
- Taking care of general system errors related to network/VPN/Webmail/Outlook and resolving them in given SLA
- Making several reports as required by department
- Communicate technical and procedural production issues between company employees at all level utilizing ticketing, email, instant messaging, and phone
- Manage problem tickets from cradle to grave ensuring that appropriate information is gathered, assignment to fix agent is accurate, and resolution is achieved within the documented service levels and facilitate escalation for unresolved issues approaching or surpassing the allowable service level
- Change Management Responsibilities: Help to implement IT changes in various programs as per client requirements
- Coordinating between various departments and individuals, joining IT Management bridges to get issues resolved till the end
- Document resolutions for future reference
- Dialer Management Responsibilities: Manage center’s outbound dialing equipment, dialing performance; ensure all dialing is in compliance with legal regulations
- Handle any issue that may arise with the system throughout the dialing
- Troubleshooting dialer related issues
- Handling leads issues on SQL (Sorting data, loading data, query writing, managing tables)
- Assist managements for recruitments within the department
- Additional Responsibilities: Perform hardware and software installations
- Taking care for Desktop issues in LAN
- Provide on-the-job training to new department staff members
- Hire new resources for the position of Service Desk Analyst
- Provide computer orientation to new company staff
- Teleperformance is a strategic partner to the world’s leading companies, bringing solutions and enhancing customer experience during each interaction
Education
B.Tech - Computer Science
Rajasthan Technical University
Skills
- Genesys Cloud CX (Developer)
- Genesys on Premises Development (Designer and Composer)
- Certified Amazon Connect Communication Specialist
- Technical Analysis
- Systems Integration
- Project Management
- Process improvement
- Team leadership & development
Personal Information
- Date of Birth: 02/05/90
- Nationality: Indian
- Marital Status: Married
Certification
Amazon Connect Specialist
Timeline
Amazon Connect Specialist
10-2024
Senior Genesys PS Consultant
Miratech Group
08.2022 - Current
Application Development Tech Lead
Telus International
11.2021 - 08.2022
Senior Associate
Cognizant Technology Services
05.2020 - 11.2021
Genesys Senior Consultant
mokSa Technologies
05.2019 - 05.2020
CTI Engineer
TEK Systems
03.2016 - 04.2019
Supervisor – IT Service Management
Teleperformance USA
04.2012 - 02.2016
B.Tech - Computer Science
Rajasthan Technical University
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