Mangesh Kachole
Pune,MH
Summary
Implementation and Support Analyst with 3.6 years of experience in cloud contact center solutions, specializing in Genesys PureCloud and Amazon Connect. Experienced in system implementation, configuration, troubleshooting, IVR and call flow design, and providing end-to-end support to ensure reliable and high-performing contact center operations.
Overview
3
3
years of professional experience
2
2
Certifications
Work History
Systems Engineer
Infosys Pvt Ltd
Pune
10.2022 - Current
- Genesys Pure Cloud -Responsible for handling day-to-day contact center and issues - Ability to solve complex technical issues within the Contact Center technology
- Administration of Genesys Contact Center (PureCloud)-DID, add new users, Interactions, Queue management, Script changes, Campaign/ Application schedule as per business requirement etc.
- Provide timely progress reports on the reported issues to the appropriate Project Managers/Managers or any other internal teams and senior members of technical staff
- Experience in leading/solutioning transformations from legacy to Genesys omnichannel Cloud.
- Providing extensive experience with Genesys products (Architect, Queuing, Reporting, Data Table etc).
- Experience in integrating Customer Relationship Management systems like Salesforce with Genesys.
- Created and managed users, queues, ACD skills, and role assignments within Genesys Admin.
- Assigned DIDs and configured WebRTC phones for Genesys Cloud users.
- Modified architect call flows, updated prompts, and implemented holiday schedules..
- Applied and managed recording policies to ensure regulatory compliance.
- Created schedules and schedule groups for efficient routing and workforce management.
- Handled service requests and incidents based on priority, ensuring adherence to defined SLAs.
Education
Bachelor of Computer Science -
08-2022
Skills
- Genesys administration
- Call flow management
- Customer relationship management
- Incident management
- Cloud technologies
- Problem solving
- Effective communication
- Team collaboration
- Time management
- Technical support
- Cloud computing
- Azure AD
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Native
Native
Certification
AWS Certified Cloud practitioner
Microsoft Certified : Azure Fundamental (AZ 900)
Timeline
Systems Engineer - Infosys Pvt Ltd
10.2022 - Current
LPP Institute of Management Studies And Info Tech - Bachelor of Computer Science,