RAVINDRA PRASAD S
Bangalore,KA
Summary
Results-driven Telephony & Infrastructure Engineer with 15+ years of experience managing and optimizing enterprise voice environments across Meesho, BYJU'S, Flipkart, and Genpact. Specialized in Genesys Engage (on-prem) and Genesys Cloud CX, SIP infrastructure, and CRM/voice bot integrations. Adept at troubleshooting complex telephony issues, driving SLA adherence, and streamlining multi-vendor ecosystems. Proven expertise in incident, change, and problem management aligned with ITIL standards.
Overview
19
19
years of professional experience
Work History
Telephony Engineer - L2
Meesho
Bangalore
11.2021 - Current
- Administered Genesys Cloud CX configuration, queues, user profiles, roles, and permissions.
- Integrated Salesforce CRM and voice bots (Verloop, Yellow AI) with Genesys Cloud CX.
- Managed Genesys Engage on-prem infrastructure for 13+ BPO centers ensuring 99.9% uptime.
- Oversaw SIP Servers, Stat Servers, RM, and Audiocodes SBCs.
- Developed call routing strategies, performed proactive maintenance, and led 24/7 on-call operations.
- Created SOPs, trained new hires, and implemented JIRA-based ITIL workflows.
Voice Infrastructure Engineer
BYJU'S
Bangalore
04.2018 - 11.2021
- Deployed Ameyo platform integrated with Salesforce API.
- Configured Ameyo OS, FreePBX, and managed SIP & DB licensing.
- Optimized skill-based routing, monitored SIP/URS logs, and tuned PostgreSQL databases for reporting.
System Engineer
Flipkart
Bangalore
07.2016 - 04.2018
- Managed system support for internal telephony tools and agent infrastructure.
- Supported configuration changes for SIP, IVR, and user provisioning.
Support Engineer
Genpact
Bangalore
05.2007 - 05.2016
- Delivered L1/L2 voice infrastructure support and user management.
- Performed root cause analysis, configuration fixes, and documentation for recurring incidents.
- Client: Wipro
Education
Bachelor of Science (B.Sc.) - Computer Science
01.2007
Skills
- Genesys Engage (On-Prem) & Cloud CX
- SIP Server & VoIP Architecture
- CRM & Chatbot Integrations
- Audiocodes SBC
- SIP Line Management
- Wireshark & SIP Analysis
- Linux & Windows Server Administration
- FreePBX
- PostgreSQL
- MySQL
- MSSQL
- Cloud Contact Center Platforms
- ITIL Incident/Change Management
Personal Information
Title: Genesys Support Analyst | Telephony & Infrastructure Engineer
Timeline
Telephony Engineer - L2 - Meesho
11.2021 - Current
Voice Infrastructure Engineer - BYJU'S
04.2018 - 11.2021
System Engineer - Flipkart
07.2016 - 04.2018
Support Engineer - Genpact
05.2007 - 05.2016
Osmania Degree College - Bachelor of Science (B.Sc.), Computer Science