Reshma Edison

Genesys Cloud L3 Support Engineer – ConvergeOne Client

Provided level 3 production support for ConvergeOne clients, addressing complex Genesys Cloud CX issues while ensuring SLA compliance.

• Managed L3 incidents and service requests via Ivanti ticketing system, prioritizing critical production issues.
• Troubleshot voice and telephony problems involving inbound/outbound calls, ACD routing, and SIP issues.
• Optimized Genesys Architect call flows, inbound routing, outbound campaigns, schedules, data actions, and IVR applications.
• Conducted root cause analysis for recurring production incidents, implementing permanent corrective actions.
• Investigated SIP signaling, RTP media, WebRTC, and network-related issues using logs and packet traces.
• Executed production changes and configuration updates to enhance system performance.
• Collaborated with engineers, telecom providers, network teams, and stakeholders to resolve production issues.

Installed, configured, and supported Genesys Engage and cloud platform.

Provided L1 and L2 support for Genesys Cloud CX across voice, chat, email, and digital channels.

Managed user administration, security (MFA), and role assignments in Genesys Cloud.

Monitored system health logs and dashboards to proactively resolve incidents.

Developed strong client relationships as primary contact for all technical concerns.

Conducted training sessions on Genesys framework

Implemented technical solutions to address customer issues and enhance satisfaction.

Ensured SLA compliance through proactive monitoring and incident management.

Managed Genesys Dialer, Vocalcom, and Five9 campaigns supporting approximately 500 live calling seats.

Created and monitored campaigns, including dialing modes, pacing strategies, and skill-based routing.

Performed real-time monitoring of campaign performance, focusing on call per hour and drop rates.

Ensured compliance with Ofcom, FTC, and CRTC regulations through rigorous data scrubbing.

Generated reports and dashboards utilizing CCPulse and Stat Server for performance insights.

Provided L2 support for Genesys outbound solutions to maintain uptime and system stability.

Installed, configured, and maintained Genesys framework layers, routing systems, and predictive dialers.

Collaborated with operations and clients for strategy discussions and performance reporting.

Delivered technical support to Apple customers on peripherals and software.

Logged customer issues into Apple's database, adhering to escalation procedures.

Cultivated strong professional relationships with Apple customers through effective communication.

Educated customers by identifying needs and providing tailored resolutions.

Achieved recognition as senior associate through consistent performance and training initiatives.