Naidu Killi
Thane
Summary
Results-driven Genesys Consultant with 2+ years of hands-on experience in Genesys Cloud CX and Genesys Engage (On-Premises). Skilled in Architect flow development, ACD configuration, IVR implementation, routing strategy development, and REST API integration. Experienced in troubleshooting telephony, SIP, and routing issues through log analysis (URS, T-Server, and MCP). Strong understanding of contact center operations with a focus on optimizing routing performance and enhancing user experience.
Overview
9
9
years of professional experience
Work History
Genesys Consultant
Moksa Technologies
Mumbai
12.2023 - Current
- Experience working across Genesys Cloud CX platform capabilities including Communicate, Collaborate, and Contact Center.
- Architect Flow Development (Inbound, Secure Call, Common Modules, ACD Transfer)
- ACD Queue Configuration, In-Queue Flows, Agent Scripts, Skills-Based Routing (Standard & Bullseye)
- Schedule Groups, Data Tables, Participant Data, and Flow Outcomes
- BYOC Configuration (Cloud & Premises), Trunk Configuration, and SBC Integration
- DID Configuration and Call Route Mapping
- Agent Phone Configuration and Assignment
- REST API Integration and Data Actions (Custom & Web Services)
- OAuth Client Configuration
- CRM and External System Integration
- Outbound Campaign Creation, Contact Lists, Dialer Configuration, Agentless Campaigns
- User, Role, Division, and Access Management
- Real-Time and Historical Reporting & Analytics
- Interaction Troubleshooting and Flow Debugging using Execution History
- IVR Development using Genesys Composer (VXML Applications)
- IRD Strategy Development and Routing Logic Implementation
- URS Routing Configuration and Interaction Data Handling
- T-Server, SIP Server, and URS Log Analysis
- MCP and Media Layer Troubleshooting
- DN Groups, Virtual Queues, Agent Groups, and Skill Configuration
- OCS Outbound Campaign Configuration and Management
- Knowledge of CME and GA Configuration
- CCPulse and Genesys Pulse Monitoring
- MicroStrategy and SQL-Based Reporting (Understanding Level)
- Basic Database Query Writing
- Agent-Level, Skill-Level, and Routing-Level Issue Resolution
Data Operator
Harmony Consultancy
Andhra Pradesh
01.2017 - 02.2023
- Data Operator
- Handling Software related issues regarding Compony application
- Data Analysis
- Maintain the Storage
- Maintain the Whole compony Data
- Uploading the data into the Compony web site
- Resolving the issues of Compony web site
- Maintain the District Wise Data
Education
B.Tech/B.E. -
Jawaharlal Nehru University
Andhra Pradesh05-2014
Skills
- Genesys Cloud CX (Architect, ACD, BYOC)
- Genesys Engage (URS, IRD, IVR)
- IVR Development & Implementation (Cloud & On-Premises)
- Routing Strategy Development & Optimization
- Outbound Campaign Creation & Management
- Trunk & SBC Configuration (Cloud Telephony)
- SIP & Telephony Troubleshooting
- Flow Debugging & Interaction Troubleshooting
- REST API Integration & Data Actions
- Log Analysis (URS, T-Server, MCP, SIP Server)
- Reporting & Analytics (Real-Time & Historical)
- Basic Knowledge of SQL (Ability to write simple queries)
Hobbies and Interests
- Continuous Learning and Skill Development
- Taking on Technical Challenges
- Exploring New Technologies in Contact Center Domain
Languages
- English
- Telugu
Timeline
Genesys Consultant
Moksa Technologies
12.2023 - Current
Data Operator
Harmony Consultancy
01.2017 - 02.2023
B.Tech/B.E. -
Jawaharlal Nehru University