Lakshmanan Saravanan
Bengaluru,Karnataka
Summary
Senior Contact Center Architect with over 14+ years of experience specializing in Genesys Cloud CX, Twilio Flex, and Cisco UCCE. Proven track record in leading end-to-end cloud migrations, architecting omnichannel solutions (Voice, WhatsApp), and developing complex IVR workflows using NodeJS and API integrations. Expert in automating business logic through RPA Blue Prism and optimizing database performance across Oracle, MySQL, and MS SQL Server.
Overview
15
15
years of professional experience
Work History
Associate Consultant
Tata Consultancy Services (TCS)
10.2022 - Current
- Architected Genesys Cloud CX Flows: Developed comprehensive IVR flows integrating CRM data actions and secure APIs to automate 40% of routine customer inquiries.
- AI Implementation: Engineered Voice Bot flows with complex intent models, improving call routing accuracy and reducing transfer rates.
- Cloud Migration Leadership: Led a high-impact migration of a healthcare contact center from legacy Avaya to Twilio Flex, ensuring 100% uptime during transition.
- Omnichannel Integration: Designed and deployed an Omnichannel solution integrating Voice and WhatsApp Business API, increasing customer engagement channels.
Senior Application Developer
JA Assure / JA Secure
04.2020 - 09.2022
- Twilio Innovation: Developed a specialized Twilio IVR solution for real-time GPS staff tracking, utilizing NodeJS and MongoDB for high-speed data retrieval.
- Security & Verification: Implemented automated OTP verification via Twilio SMS and Verify APIs, enhancing security protocols for transit operations.
- Automated Communications: Integrated SendGrid Email API to automate monthly billing reports and customer welcome journeys.
Senior Engineer
Servion Global Solutions
02.2011 - 03.2020
- Middleware Development: Designed SOAP APIs and middleware services to process real-time customer data (Balance, Validity) for Vodafone Idea's national IVR platform.
- System Reliability: Developed Offline Retry Services and XML-based data processing via IBM MQ, reducing data loss for PAN India call traffic.
Education
B.E. - Computer Science & Engineering
K.S. Rangasamy College of Technology
Skills
- Genesys Cloud CX
- Twilio
- AWS
- Cisco UCCE
- Avaya Migration
- NodeJS
- C#
- VXML
- XML
- SQL
- REST/SOAP APIs
- RPA Blue Prism
- Postman
- Bruno
- MQ Servers
- Oracle DB
- MySQL
- MS SQL Server
- MongoDB
Education Certifications
- B.E. in Computer Science & Engineering, K.S. Rangasamy College of Technology, 74%
- Certified RPA Blue Prism Developer (AD01)
Awards
- Star of the Month (March 2024)
- On The Spot Award (March 2023)
- Annual Delivery Excellence Award for consistent customer satisfaction
Timeline
Associate Consultant
Tata Consultancy Services (TCS)
10.2022 - Current
Senior Application Developer
JA Assure / JA Secure
04.2020 - 09.2022
Senior Engineer
Servion Global Solutions
02.2011 - 03.2020
B.E. - Computer Science & Engineering
K.S. Rangasamy College of Technology