NAVEENKUMAR KANCHARLA

Project Name – VoiceID Client – Amex Team Size – 3

Project Description -

• Migrate agents to the voice ID feature using Nuance technologies.

Role and Responsibility –

• By analyzing their LOB structure and access rights. Based on that plan, voice ID configuration in GA.
• Deliver and share the RCA with the business when a problem is discovered in production.
• Support daily operations with production, lower environment, and tram testing.
• In-depth knowledge of APIs and hands-on working experience with custom applications. Develop and maintain CTI environments for voice, email, and chat routing in the CX platform.
• Knowledge of Genesys Cloud Administration/Configuration.

• Outbound campaign creation and service support.
• Automation tool creation is done using the Genesys platform SDK to reduce day-to-day tasks.
• Monitoring dashboard alerts with proper acknowledgment and resolution.
• Managing, coordinating, and implementing new business requirements with the vendor company on implementation tasks.
• Troubleshooting and support for Genesys voice and email channels.

1. Project Name – DTSP Migration Client – Discovery Team Size – 2.

Project Description – Migrating Genesys T-server with SIP server environment.

Role and Responsibility -

• Responsible for upgrading the current WDE custom code from version 8.5.116 to 8.5.125.04.
• Replicate the campaign creation from the old to the new environment.
• Troubleshoot and provide support for business and agent queries in the new SIP environment.

2. Project Name – Forcefully Logoff Agent Client – Discovery, Team size – 1.

Project Description – WDE customization has been done to forcefully close the WDE application when the agent holds the lead interaction for more than 2 minutes.

Role and Responsibility -

• Develop a custom WDE application module for the auto logoff agent.
• Created a configurable option for the same in-person annex option.

3. Project Name – Integrate Chromium Solution with Genesys Client – Discovery Team Size – 1.

Project Description – As per business requirements, the Chrome browser needs to be used to display the sales profile application in the Genesys solution.

Role and Responsibility –

• Development has been done by using a third-party Chromium solution, so it has to utilize Chrome browser functionality.

1. Project Name – MS Dynamics 365 Application Integration, Client – Cox and Kings, Team Size – 1,

Project Description – Project is about integrating the Microsoft Dynamics 365 application with Genesys WDE for displaying customer details on the Microsoft Dynamics page.

Role and Responsibility –

• Responsible for installing and configuring the WDE application with the softphone connector as per business requirements and integration.
• Responsible for campaign creation and web service development to push records into the campaign table from the third-party end.
• Involve in troubleshooting with third-party applications in integration development.

2. Project Name – Micro Link SMS Service, Client – Europe Assistance, Team Size – 1.

Project Description - Project is about integrating a third-party SMS service with the Genesys strategy for passing SMS to customers whose calls are abandoned or disconnected by setting a callback option at the strategy level.

Role and Responsibility –

• Development has been done to build a voice strategy using the IRD tool for capturing abandoned and callback functionality.
• A web service has been developed for passing the attached data parameter to a third-party service for sending SMS.
• Responsible for campaign creation, and a web service has been developed to push call back records into the campaign table for outbound calls.
• Developed a reporting tool to capture records passed to a third-party application for business analysis.

3. Project Name – HA Implementation, Client – Europe Assistance, Team Size – 1.

Project Description - Project is to set up a high availability (HA) setup for the existing Genesys production environment, i.e. Genesys Framework component, GVP, Outbound.

Role and Responsibility –

• Installation, deployment, and configuration of all Genesys components into HA mode have been implemented.

1. Project Name – Voice Biometric Client – ICICI Bank; Team Size – 4.

Project Description - The project is about integrating Voice Biometrics technology with Genesys contact center technology for authenticating customers.

Role and Responsibility –

• Responsible for developing the WDE application as per business requirements.
• Development was done to capture the authentication parameter based on the attached value passed from the IVR end, and to display customer details in the IView and FCRM pages as an auto-popup functionality.

2. Project Name – Customer One View, Client – ICICI Bank, Team Size – 2.

Project Description - The project is about using the Genesys SDK to build a service that will integrate the Genesys email channel with the ICICI Bank portal. The customer will access the ICICI Bank portal and ask for a query based on multiple parameter selections. Based on the parameter selected in the query, it will be passed to the service, and an auto email will be sent to the customer as a response solution to their query from the Genesys environment.

Role and Responsibility –

• Responsible for developing WCF service using Genesys SDK, passing the parameters, and attaching documents to the interaction server and Universal Contact Server for the default email interaction flow.
• Development was done to capture the authentication parameter based on the attached value passed from the IVR end, and to display customer details in the IView and FCRM pages as an auto-popup functionality.
• Developed a reporting tool for monitoring and extracting reports for the business.

3. Project Name – Telesales & Banca (Outbound); Client – ICICI Lombard; Team Size – 4.

Project Description – This project is about integrating custom Genesys Outbound with the ICICI Lombard site. Outbound calls should be passed into three different campaigns with the same lead on the basis of the defined campaign. Campaign 1 - A lead will be pushed to a sales agent, where the officer connects with the customer and describes all the available plans to the customer. Based on interaction with the customer, the officer will update the required customer details into the WDE custom form and pass it to Campaign 2 for verification. Campaign 2 – The verification team will get the same lead that was passed by Campaign 1 and verify the provided inputs from the customer. Once confirmed, the same lead will be passed to Campaign 3 for auditing purposes. Campaign 3 - The auditor team will audit the recording of the lead and approve the lead for sale. Once the lead is approved, then the same lead will be passed to Campaign 1 for case closure.

Role and Responsibility –

• CRM application design and development has been done for displaying lead information based on the agent role defined (Sales, Verifier, and Auditor), and it has been integrated into the WDE application.
• Customized code has been built using a web service for passing leads from one campaign to another, and also developed a personal call-back functionality.
• Custom code has been built using the Genesys SDK for broadcasting messages from the supervisor to the agent.
• Window service has been built for pushing leads dynamically into the outbound database from an Excel sheet.

4. Project Name – eRM (Inbound, Outbound, and Email); Client – ICICI Lombard; Team Size – 4.

Project Description – This project is about integrating a blend of Genesys Inbound, Outbound, and Email. Each officer is mapped to a group of customers with registered phone numbers, so if a registered customer calls, then the call gets directly routed to the mapped agent. If the call becomes abundant, then this call will be mapped into an outbound campaign for push preview-based dialing. The agent can set a personal callback if a customer requires a callback.

Role and Responsibility –

• WDE customization has been done for displaying personal callback details in the callback tab, where the officer can view the number of callbacks that are pending in his or her bucket.
• Customization has been done by using the platform SDK for displaying the number of campaigns, with details in the Campaign tab. which will show the number of campaigns mapped to an agent, the campaign status, personal callback count, and retrieved call count.
• Using platform SDK customization has been done for snoozing personal callback once the automatic personal callback popup appears on the agent's screen.
• The WCF service has been built for pushing abundant call data into the database from the IVR end.
• Window service has been developed for the purging of data.

Project Name – iON Assessment, Client – TCS, Team size – 11.

Project Description – TCS iON Assessment provides end-to-end services for configuring and scheduling examinations. The digital exams enable digitization and automation of the exam process, ensuring minimal manual intervention.

Role and Responsibility –

• Create assessment, mapping, and configuring test centers for the candidate.
• Primary and Backup Server Configuration – Updating the WAR files, handling the primary and secondary servers, and checking the status of candidate remotely.
• Troubleshoot server applications and basic network-related issues.
• Good communication skills, with the ability to present complex technical concepts and solutions.