Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Pritam Sonkusare

Nagpur

Summary

Experienced Genesys Cloud CX Architect with deep knowledge of global infrastructure, layered architecture, and licensing models (CX1-CX3). Expertise in telephony, BYOC trunking, WebRTC, advanced flow design, and API integrations. Proficient in AI chatbots, Salesforce CRM, and workforce management tools. Skilled in managing user roles, permissions, routing, supervisor tools, quality management, outbound campaigns, and integrations with Cisco CUCM, Microsoft Teams, and advanced reporting for efficient customer engagement and support.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Associate Consultant

HCL Technologies
Nagpur, MH
02.2019 - Current
  • Build advanced Genesys Cloud Architect flows and integrations.
  • Integrating third-party tools with Genesys Cloud CX using APIs.
  • Troubleshooting flows with Execution History and Participant data logs.
  • Managing roles, permissions, divisions, and licenses.
  • User Management and SSO Configurations.
  • Implement the BYOC solution with enterprise SBCs.
  • Plan and configure ACD queues and routing.
  • Managing Emergency Group, Data Tables.
  • Salesforce CRM Integrations: Creating Data Actions for Specific Business Use Cases.
  • Developing Gen AI chatbots.
  • Amazon Polly, Google Dialogflow CX, Amazon Lex integrations.
  • Developing middleware APIs to address custom use cases.
  • Quality Management, Workforce Management, Outbound Campaigns.
  • Provide technical support to voice infrastructure (CUCM, CUC, UCCX, voice gateways, Jabber clients).
  • Day-to-day work in troubleshooting voice issues for protocols like SIP, H.323, and MGCP.
  • Handling a highly escalated issue.
  • Handling PRB, CAB, and TRB calls.
  • Taking ownership of projects, like the migration of legacy systems to Cisco IPT.
  • Handling UCCX issues and script modification tasks.

Deputy Manager

Vodafone India Service Private Ltd.
Bengaluru, KA
02.2016 - 02.2019
  • Effectively handling a team of seven people for technical project deliveries.
  • Tracking and maintaining KPIs for the team.
  • Coordinating with the Service Owner to check deliverables and create a work pipeline for the team, understanding and envisioning business requirements, and providing technical solutions in the GSIP and VONE-C platforms.
  • Involved in planning, analyzing, and testing of dial plans for existing/upcoming GSIP and VONE-C (HCS solution) countries.
  • Design and deploy the protocols (H.323/SIP) as per the site design.
  • Creating or modifying the Python script to provide customer calling data (in JSON format) in a simpler format (Excel) as per requirement.
  • Perform a review of the Impact Assessment carried out for VONE-C Change Requests, and provide assurance that the process is controlled, monitored, and is in compliance with best practices.

Technical Designer

British Telecom
Gurgaon, HR
12.2013 - 02.2016
  • Planning, designing, and working directly with customers, account teams, and market units to build customer-required documents (CRDs) for an RFP to win new business and existing contracts.
  • Reviewing and preparing technical solutions, LLD, MLD, HLD, and cost build output.
  • Professional services for complex voice networks, BAU accounts.
  • Developing bespoke designs based on customer requirements, ensuring their interoperability for end-to-end implementation.
  • Creating a Bill of Materials (BoM) for designs, getting quotations from suppliers for materials, and support.
  • Creating a Scope of Work (SoW) for any new implementation.
  • Creating an Acceptance Test Plan (ATP) document.

Senior Specialist

HCL Technologies Ltd.
Noida, UP
07.2012 - 12.2013
  • Technical Support for Enterprise Voice (Convergence) Networks.
  • Handled escalated cases by support engineers.
  • Team facilitator for complex service requests.
  • Technological upgrades of the existing old system with the new version release.
  • Identification of bugs and follow-up with TAC for rectification.

System Integration Engineer

Wipro Infotech
Gurgaon, HR
07.2008 - 07.2012
  • Installation and configuration of voice equipment, such as CUCM, CUC, UCCX, CUE, voice gateways, and VG224.
  • Reviewing and preparing technical solutions: LLD, MLD, and HLD; creating a Bill of Material (BoM) and a Statement of Work (SOW) for various customer projects.
  • Training and demonstrations for customers to raise awareness of advanced communication products and their features.
  • Installing UCS servers and migrating the sites from the MCS to the UCS platform.
  • Executing Proof of Concepts (POC) for new products and technology.

Education

Bachelor of Engineering - Electronic Engineering

Rashtrasant Tukadoji Maharaj Nagpur University
Nagpur, MH
05-2008

Skills

  • Genesys Cloud CX, global infrastructure
  • Layered Architecture of Genesys (Collaborate, Communicate, Contact Center)
  • Licensing (CX1, CX2, CX3, Add-on)
  • Divisions, roles, and permissions
  • Genesys Cloud User Management, Group, Microsoft Entra ID SSO, SCIM
  • Telephony, Edge, Voice Models, BYOC Trunk, Numbering Plan, RegEx
  • AudioCodes SBC for BYOC, and SIP logs
  • WebRTC, STUN, TURN, ICE
  • Genesys Cloud Architect, Advanced Flows (Inbound Call, Inbound Message, Common Module, In-Queue Call, Secure Call, etc)
  • ACD, queue, skills, routing
  • Flow Outcome, Flow Milestone, Participant Data, External Tag
  • Schedule Group, Data Tables, External Contacts
  • Integrations, APIs, and Data Actions
  • Advanced API implementation, Postman tool, OAuth flow
  • Amazon Polly TTS, Salesforce CRM integration, JSON Path, and translations
  • Advanced Agent Script
  • Generative AI, Genesys AI chatbots, and voice bots
  • Intents, utterances, NLUs
  • Google Dialogflow and Amazon Lex platform integrations
  • Predictive Engagement and Agent Availability Routing
  • Supervisor Tools, Workspace, Performance Dashboards, Alert Management
  • Call recording, quality management, workforce management
  • Outbound campaigns, contact lists
  • Cisco CUCM, CUC, UCCX, and Voice Gateways (H323/SIP/MGCP)
  • Microsoft Teams management

Certification

  • CCNA, CCNA Voice
  • CCNP Voice
  • MS 721
  • AZ 104

Languages

Marathi
First Language
English
Advanced (C1)
C1

Timeline

Associate Consultant

HCL Technologies
02.2019 - Current

Deputy Manager

Vodafone India Service Private Ltd.
02.2016 - 02.2019

Technical Designer

British Telecom
12.2013 - 02.2016

Senior Specialist

HCL Technologies Ltd.
07.2012 - 12.2013

System Integration Engineer

Wipro Infotech
07.2008 - 07.2012

Bachelor of Engineering - Electronic Engineering

Rashtrasant Tukadoji Maharaj Nagpur University

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Pritam Sonkusare