Praveen Kumar

• Acts as the Lead Engineer for Genesys Cloud implementation and upgrade projects
• Responsible for technical qualification of the architected solution and the implementation design
• Solves highest-level challenges
• Customer Test Plan validation in close collaboration with Quality Assurance team
• Provides remote support for customer escalations as needed
• Identifies engagement-related problem areas and solves the issues in a proactive manner
• Assists the Genesys Support Team as required for escalated customer issues
• Maintains accurate and timely submission of timesheets project-related documentation
• Provides feedback and updates to internal processes through collaboration platforms
• Continues to stay abreast of new Genesys product releases through internal training, shadowing or experienced consultants, lab development, and industry standards training/certifications
• Instructs and mentors Associate Genesys Engineers using internal staff development processes and tools.

• Providing L2 Support for Global Banking client across the globe round the clock for technologies like Pure Cloud Genesys, Avaya, Cisco and Nice
• Experience in handling the customer communications all over the world (APAC, EMEA, NA regions)
• Providing end to end support to business units for day-to-day issues related to voice and voice monitoring tools
• Working on the configuration and administration part of Genesys PureCloud which involves creation and modification of existing flow, updating of prompts, holiday and schedule group changes, evaluation form creation and modification as per business need to name a few
• Also worked on updating of existing data table to modify it as per business requirement which involves Prompt/Schedule/Flags/User ID update
• Modification and creation of new Skills and Queue in Genesys Pure Cloud
• Experience in handling Avaya softphones (Avaya one-x communicator, Avaya one-x agent)

• All the previous responsibilities along with in depth troubleshooting of Incidents related to Avaya IPO and IPOCC
• Worked as a primary engineer in Avaya IPO for more than 10 clients
• Working on projects related to Avaya IPO like implementation the new contact center from scratch
• Working on migration projects like Avaya IPOCC to ACCS
• Implementation on Oracle SBC 1100, 4600
• Upgrading and patching for the IP Phones and SIP Phones
• Converting SIP phones to H.323
• Working on Avaya J series SIP phones and Vantage phones
• IP phones physical configuration and soft phone configuration
• H.323 and Sip protocol knowledge.