Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Internship
Personal Information
Languages
Timeline
Generic
Neha Neha

Neha Neha

Rohini

Summary

Performance-driven professional with nearly 16 years of telecom experience managing high-value contact center projects. Genesys Cloud Architect developer skilled in designing and developing comprehensive Contact Center solutions. Proficient in managing multiple projects simultaneously and engaging with clients worldwide. Expert in stakeholder management, project delivery, and cross-functional coordination.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Offshore – Dev Lead

Accenture
Gurugram
03.2024 - Current
  • Lead the Dev team for omni-channel testing (IVR, Email, chat, and other digital channels)
  • Work on the creation and execution of test plans, functional test case scenarios, and automation for multiple releases of IVR, and all other Digital channels i.e
  • WhatsApp, Facebook, and Web messaging modules
  • Defect identification and report to the development team and keep track of the defects
  • End-to-end manual & automation testing and Providing UAT testing Support
  • Responsible for SIT completion and Sign-off and providing UAT support

Delivery Manager & Solution Architect

Accenture
Gurugram
03.2023 - 02.2024
  • Delivery Manager & Solution Architect for Genesys Cloud implementation for 5000+ seater contact center
  • Led the team in the discovery and design workshops and Stakeholder management
  • Have extensive experience in gathering customer requirements and translating them to the development team
  • Project management, Review of Requirement, Design and Test Case, Risk Assessment, Stakeholder Management to ensure quality delivery
  • Design and Development of Voice & Digital Channels including Self-Serv IVR, Voice BOTS, Chat BOTS, Email, Web Messaging Flows
  • Have Good knowledge of Quality Management, Survey, Agent-Assist, Creating Outbound Campaigns, Reporting, Gamification and Speech Analytics and Agent Desktop scripting
  • Led 5+ team members and was responsible for revamping the legacy on-premises solutions such as Avaya and Genesys Engage to Genesys Cloud for 5+ countries

Management Consultant

Accenture
Gurugram
07.2022 - 02.2023
  • Solely responsible to deliver the migration of Food Delivery company from Genesys on-prem legacy Data Centers to Genesys Cloud for over 140+ advisors across Voice, Digital Channels – Email, Chat, Voice BOT
  • Interface of 5+ Vendors (Third Party Voice and Digital Team, 2 Contact Center Operation team, Salesforce team)
  • Design & Development of Conversational IVR IVR, Voice & Digital Channel (Email, Voice BOT, Chat BOT), Quality Management, Salesforce Integration, Agent Assist, managed end-to-end delivery and handled post implementation issues

Voice Application Developer

BT eServ Pvt. Ltd.
11.2012 - 07.2022
  • Requirement Analysis and gathering
  • Designing and coding
  • Unit testing and Integration testing
  • Direct interaction with customer for post-implementation issues
  • IVR Training if needed by customer

Lead Engineer

Comviva Technologies (Now Mahindra Comviva)
03.2010 - 10.2012
  • Managed overall project as Team Lead
  • Requirement Gathering and preparing SRS document
  • Designing, Coding, Reviews
  • Unit Testing, Integration Testing and Load Testing
  • Script for system health monitoring, backup & Restore
  • End-to-End Configuration
  • Collaboration with intra team, Testing team, Project Management team, Delivery Program Management team and the client
  • Customer site training on IVR

Senior Software Engineer

Spice Digital Pvt. Ltd.
01.2009 - 10.2009
  • Coding
  • Unit testing and module testing
  • End to End integration

Senior Software Engineer

Spice Digital Pvt. Ltd.
06.2008 - 01.2009
  • Development of outbound application for OCMP (HP) server
  • Develop the outer structure of the applications and Voice-XML for playing media testing of applications

Senior Software Engineer

Spice Digital Pvt. Ltd.
07.2007 - 06.2008
  • Integration with Airtel with voice-based services
  • MIS generation
  • Customer Care interface for the Airtel to view the subscription and subscriber details

Education

Master of Computer Application -

IMT
Faridabad
01.2007

Bachelor of Science -

M.D.U.
Rohtak
01.2004

Skills

  • Genesys Cloud Specialist
  • Cyara
  • Cosmocom (EngHouse)
  • VoiceXML & CCXML
  • Five 9
  • Avaya
  • JIRA
  • Microsoft Planning Project

Certification

  • Genesys Cloud Associate
  • Genesys Cloud Professional
  • Genesys Cloud Architect
  • Genesys Cloud Quality Management
  • Five9 Inbound, Outbound and blended

Accomplishments

  • Managed RFPs, RFIs, SOWs, POVs Solutions, Estimations for various Customers
  • Conferred with Best Talent Award in Comviva and Role Model Award in BT
  • Indulged in various Practice Initiative in Accenture e.g. Asset Management & Asset Creation, Client Demos & POVs etc.

Internship

Spice Digital, Mohali, 01/07 - 07/07

Personal Information

Date of Birth: 11/29/83

Languages

  • English
  • Hindi
  • Punjabi

Timeline

Offshore – Dev Lead

Accenture
03.2024 - Current

Delivery Manager & Solution Architect

Accenture
03.2023 - 02.2024

Management Consultant

Accenture
07.2022 - 02.2023

Voice Application Developer

BT eServ Pvt. Ltd.
11.2012 - 07.2022

Lead Engineer

Comviva Technologies (Now Mahindra Comviva)
03.2010 - 10.2012

Senior Software Engineer

Spice Digital Pvt. Ltd.
01.2009 - 10.2009

Senior Software Engineer

Spice Digital Pvt. Ltd.
06.2008 - 01.2009

Senior Software Engineer

Spice Digital Pvt. Ltd.
07.2007 - 06.2008

Master of Computer Application -

IMT

Bachelor of Science -

M.D.U.

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Neha Neha