Sanjay Bhatt
Noida
Summary
Dynamic technology professional with extensive experience at MetLife, specializing in IVR development and API integration. Proven ability to lead teams and enhance operational efficiency through innovative solutions. Skilled in Genesys Cloud and team management, consistently delivering high-quality results and fostering strong vendor collaborations.
Overview
9
9
years of professional experience
Work History
Assistant Manager - Technology Services
MetLife
Noida
02.2025 - Current
- Maintained composure and professionalism during high-pressure scenarios.
- Conducted sessions to update team on current and new priorities.
- Implementation of Genesys Cloud, developing IVR architect call flows, ACD routing, SIP trunks, enabling multi-channel (email, chat), Genesys Bot Engine, API integrations, team management, and reporting.
- Responsible for the migration and onboarding of all Genesys Cloud, which includes sites, edge groups, dial plans, IVR flows, in-queue flows, third-party integration, and multichannel solutions.
- Support customer acceptance testing activities, and troubleshoot/correct any IVR call flow development issues.
- Understand the business needs of the organization, create Visio call flows, and update the workbook to configure the queue, skills, people, wrap-up codes, and DID numbers mapping, and work with customers to identify business and technical requirements and architect solutions that meet these requirements.
- Provides day-to-day support, proactive maintenance, and performs independent complex IVR system troubleshooting, and performs root-cause analysis.
- Provide oversight in the planning, evaluation, implementation, and validation of new and emerging technologies.
- Helping client supervisors in generating reports and dashboard creation.
- Work closely with vendors to explore and recommend new market opportunities that can best suit our customers' needs.
- Worked on Google Dialogflow ES for Voice Bot to enhance an IVR experience.
- Worked on Google Dialogflow Chat Bot.
Infra Technology Specialist
Cognizant Technology Solutions
10.2023 - 02.2025
- Implementation of Genesys cloud, Developing IVR Architect call flows, ACD Routing, SIP Trunks, enabling multi-channel (email, Chat), Genesys Bot Engine, API integrations, Team management, Reporting.
- Responsible for migration and onboarding of all Genesys cloud that include Sites, Edge groups, Dial plans, IVR flows, In Queue flows, 3rd party integration & Multichannel solution.
- Support customer acceptance testing activities and troubleshoot/correct any IVR call flow development issues.
- Understand the business needs of the organization, Visio call flows creation, and workbook update to configure Queue, skill, people, wrap-up codes, DID numbers mapping and work with customers to identify business / technical requirements and Architect solutions meeting these requirements.
- Provides day-to-day support, proactive maintenance and performs independent complex IVR system troubleshooting and perform root-cause analysis.
- Provide oversight in the planning, evaluation, implementation, and validation of new/emerging technologies.
- Helping client supervisors in generating Reports and Dashboard creation.
Network Convergence Specialist
NTT DATA Services
03.2020 - 10.2023
- Directly manages the assigned employee group, responsible for hiring, training, mentoring, and reviewing the performance, rewarding and ensures employee engagement.
- Developing the IVR call flows using Architect.
- Email Call flows development.
- Involved in writing and executing Unit test cases for end-to-end testing of IVR call flows.
- Performing the UAT testing for the bugs reported by client and report it back to the Genesys support.
- Follow ITIL processes on Change and Incident management.
- Develop PCCE CTI API Integration with other third party like Service now, RTMS etc.
- Calabrio recordings.
- CUIC Reporting.
- Develop ICM Scripts as per Project requirements.
Senior Executive – voice Engineer
Personiv Contact Centers India Pvt Ltd.
08.2019 - 02.2020
- Develop ICM Scripts as per Project requirements.
- Follow ITIL processes on Change and Incident management.
- Test plan preparation and Regression testing of the ICM components.
- Provide L2 support for UCCE issues on daily basis for customer.
- Managing NICE 6.3.
- CUIC 10.5.
- Provide L2 support for UCCE issues on daily basis for customer.
Telecom Support Engineer
Concentrix Daksh Services Pvt ltd.
11.2017 - 08.2019
- Worked on daily basis UCCE & Verint Tickets.
- Follow ITIL processes on Change and Incident management.
- Test plan preparation and Regression testing of the ICM components.
- Provide L1 support for UCCE issues on daily basis for customer.
- Integration with Verint 11.1 & 15.2 loggers.
- Skill-based Routing (SBR) for flexible call routing and treatment based on the knowledge of the requirements of the caller and skills of the available agents.
- Provide L1 support for UCCE issues on daily basis for customer.
- Installation on Digium IP Phones.
- (CBSI India Payroll)
Education
Bachelor of Arts -
H.N.B Garhwal University
Polytechnic Diploma - Engineering
Uttarakhand board of technical Education Roorkee
RoorkeeMaster of Computer Applications -
Jaipur National University
JaipurMaster of Technology - Software Systems
BITS PILANI
PilaniSkills
- Deployment
- IVR development
- Call flow design
- API integration
- Change management
- Team management
- Report generation
- Customer relations
- Time management
- Problem solving
- Vendor collaboration
- Project planning
- Decision-making
- Team building
- Integration
- Management
- Troubleshooting
- Genesys Cloud
- Cisco Contact Center Applications
- Genesys Telephony
- Genesys Cloud Architect
- Business Process Modeling
- Workflow Design
- ACD Routing
- Genesys Cloud Platform APIs
- Genesys Bot Engine
- 3rd Party Web Service Integration
- Google Dialog flow ES & Chatbot
- Telephony
- SIP Trunks
- Edge Devices
- Phone Management
- Quality Administration
- Call Recording
- Policies
- Evaluation Forms
- Digital Channels
- Webchat
- Messaging Apps
- In-Queue Call Flows
- Screen-Pop Scripts
- Cisco Unified Contact Centre Enterprise
- UCCE
- PCCE
- CVP
- CUBE
- CUCM
- Level 3 Troubleshooting
- CVP Applications Development
- System Health Monitoring
- Performance Analysis
- Operational Efficiency
- Solution Design Assessment
- Genesys Pure Cloud
- Advanced Routing
- Google Dialog Flow
- Edge Group Management
- Dial Plan Management
- ICM Microapps
- CVP Call Studio
- VXML Custom Applications
- Database Integration
- Workflow Integration
- CTI Integration
- Database Schema Knowledge
- Report Customization
- Cisco Finesse Desktop Customization
- 3rd Party Gadget Integration
Languages
- Hindi
- English
Current Job Location
Noida, IN
Personal Information
- Father's Name: Shri Jayprakash Bhatt
- Title: Assistant Manager - Technology
- Date of Birth: 07/01/91
- Marital Status: Married
Timeline
Assistant Manager - Technology Services
MetLife
02.2025 - Current
Infra Technology Specialist
Cognizant Technology Solutions
10.2023 - 02.2025
Network Convergence Specialist
NTT DATA Services
03.2020 - 10.2023
Senior Executive – voice Engineer
Personiv Contact Centers India Pvt Ltd.
08.2019 - 02.2020
Telecom Support Engineer
Concentrix Daksh Services Pvt ltd.
11.2017 - 08.2019
Bachelor of Arts -
H.N.B Garhwal University
Polytechnic Diploma - Engineering
Uttarakhand board of technical Education Roorkee
Master of Computer Applications -
Jaipur National University
Master of Technology - Software Systems
BITS PILANI