Reshma Edison

Genesys Platform Engineer

• Worked on Genesys Platform as Platform engineer in for multitenant environment.
• Duties cover installation, configuration and support Genesys Platform.
• Experience with Linux and windows OS system administration,
• The primary role was to support Genesys applications using Linux and windows-based servers. Support applications and our ever-growing needs across the enterprise.
• Determine configuration and operational requirements for deployment team.
• Working knowledge of production support processes, using Remedy for incident/change/problem management and ticketing workflow.
• Reviewing T-Server, URS logs and troubleshooting issues, to resolve issues and incident created by accounts manager/LOB’s
• Provided Genesys Application Support as per on call rotation schedule.
• Monitor system activity including application smoke test activities during pre and postproduction implementations.
• Configurations of objects on CME.
• Worked on Genesys CCPluse for various teams across Confidential and help them to set up profiles and application on local desktops.
• Provide training on Genesys CCPulse on creating various views and save workspaces.
• Working knowledge and hands on experiences on Genesys, CME, Genesys Administrator, UI
• Basic Knowledge of Database store procedures and functions

Genesys Cloud support Engineer (Roles and responsibilities)

· Respond to and resolve incidents, service requests, and tickets related to Genesys Cloud services

· Perform root cause analysis and troubleshoot issues with:

· Voice routing, Architect call flows, WebRTC and softphone problems, User permissions and roles Platform APIs and integrations

· Monitor system health and alerts using Genesys Cloud monitoring tools or third-party services.

· Ensure uptime, availability, and performance of Genesys Cloud components.

· Administer users, roles, permissions, divisions, and queues.

· Configure and manage:

· Architect flows (inbound, outbound, IVR, bots)

· DID numbers and trunk configuration

· Recording policies, wrap codes, and schedules

· Work with internal teams (Operations, QA, DevOps) and vendors or Genesys support.

· Liaise with clients or end-users to understand their requirements and provide assistance.

· Create and maintain documentation for configurations, incident resolutions, and changes.

· Generate reports or dashboards for call statistics, agent performance, or issue trends.

· Troubleshoot or assist in integrations with:

· CRMs (Salesforce, Zendesk, etc.)

· Ticketing systems (UNFYD LINK)

· Genesys Cloud CX (formerly PureCloud)

· Architect call flow designer

· Telephony (SIP, WebRTC, VoIP basics)

· ServiceNow / Jira / Zendesk

Genesys Support – Dialer Analyst and WFM representative

• Managed Genesys outbound dialer solutions with expertise in campaign/queue management, administration, and real-time monitoring for ~500 calling seats.
• Created and customized real-time and historical reports using CCPulse and Stat Server to provide actionable insights on agents, queues, and campaigns.
• Supported production releases, Remedy ticket resolutions, and maintained outbound solutions including data backups and fallback measures.
• Performed lead management activities: loading leads from production tables, scrubbing against DNC/state-specific lists, and time-zone–based dialing compliance.
• Conducted campaign optimization & pacing analysis to improve connectivity, reduce drops, and enhance Calls Per Hour (CPH).
• Configured and maintained campaign strategies, dialing modes, skill-based routing, and database integration across domestic and international programs.
• Experienced in Vocalcom and Five9 campaigns along with Genesys Dialer configuration, troubleshooting, and predictive dialing strategies.
• Collaborated with operations and team leaders to improve campaign performance, implement real-time dialer strategies, and deliver compliance checks.
• Prepared client-facing reports (weekly/monthly), campaign statistics, compliance trackers, and performance reviews to support decision-making.
• Strong technical expertise in Genesys framework layers, routing, and reporting, with proficiency in CRM systems and outbound regulations.

Responsibilities

1. To provide basic to moderately complex support to Apple customers on Apple products,

2. systems, peripherals and software

3. Logging of calls from customers onto an Apple database and following escalation procedures

4. To provide and maintain strong, professional relationships with all of Apple’s customers

5. To make themselves available to receive calls for a minimum of 80% of their on-line time .

6. Educating customers by listening attentively to their needs, gain agreement on the resolution and bring the issue to conclusion

Trained and worked as Customer Relation senior Associate by Apple.