Mohan Palaparthi

Client : GE Renewables

Domain: Power Distribution

• Part of Genesys Implementation team of three members to migrate Contact center from CISCO to Genesys Cloud
• Participated in the meeting to gather information on business requirements for GC.
• Participated in the workshop with business to showcase the benefits of the cloud.
• Developed an IVR flow for the NAM region and built an inbound agent script.
• Developed a flow for outbound campaigns.
• Set up multiple Agentless Campaigns, Contact lists, Call Analysis responses and Outbound settings.
• Configured trunks, sites, phone management, DID numbers and extensions.
• Configured ACD skills and languages, utilization, queues, wrap-up codes and data tables, Created Schedules, Schedule Groups, Roles and Divisions.

Client: Roche Diabetes Care ( Genesys Cloud )

Domain:Healthcare

• Part of Genesys Engineering team, assisting the Implementation team on migration, upgrading the Genesys Pure Connect Suite of Applications to Genesys Cloud.
• Genesys Cloud administration, including setting up and configuring routing, queuing, scheduling special events and holidays.
• Created Wrap-Up-Codes, Canned Responses, ACD Skills & Languages and WebRTC phone’s.
• The main responsibility is to provide 16x5 applications and production support to make sure that production remains unaffected irrespective of any issues or failures in the environment.
• Communicated with clients to verify roots and causes of computer problems.
• Manage and prioritize incident tickets to ensure timely resolution
• Conduct root cause analysis to identify underlying technical issues.
• Work with cross-functional teams to implement solutions to prevent incidents from reoccurring Document incident management processes and procedures.
• Create and maintain support documentation, including user guides and FAQ documents.
• Collaborate with product development teams to identify and address customer training needs

• Provided L1.5 and L2 Support for Genesys Pure Connect Applications
• Responsible for Incident management and troubleshooting activities
• Handling Tickets and resolving within SLA.
• Created new schedules and added in respective profiles in Attendant as per business requirement.
• Have Installed and configured IC Business manager in Agent’s environment
• Have Installed and configured Interaction Desktop in Agent’s environment.
• Coordinating with other Application stakeholders like Dialoga, ATT, Calabrio, Verint, SFDC, Roche Network team to resolve complex L3 issues.
• Analyzing SIP Server and Media server logs for the call flow and troubleshooting.
• Involved in weekly meetings with Dialoga and Genesys

• Project Title: Force.com site (Display organization products in website) Technology: Salesforce configuration and development including workflow rules, Apex, Triggers, Visual force pages, sites, Email services, Inbound and Outbound Email Handling, etc
• Tools : Eclipse, Data Loader.