Nilakshi Sharma

Key Responsibilities and Tools:

Led the implementation of CMR (Change Management Requests) and managed CIM (Customer Interaction Management) processes, ensuring the efficient resolution of high-level technical and operational issues. Utilized a robust suite of applications and platforms, including:

• Analytics & Monitoring: Speechminer, Pulse, GCXI, GRAT, GAX, SumoLogic, LogicMonitor, Kibana, and Grafana.
• Infrastructure and Automation: Terraform, Architect.
• Internal Tools and Interfaces: POPO UI.

Demonstrated strong cross-functional collaboration, and a proactive approach to maintaining service reliability and customer satisfaction.

Designed and developed IVR flows tailored to specific customer requirements.

Deployed Genesys Framework, utilizing strong technical expertise in Java and HTML.

Operated effectively in L1 Production Support environments, ensuring system stability and issue resolution.

Served as Quality Analyst for Genesys, gaining hands-on experience in international projects.

Interacted directly with clients, demonstrating professionalism and adaptability across global teams.