SATISH ADDANKI
Vijayawada
Summary
6+ years of experience as an Information Technology and Application Support Engineer supporting multiple applications in the enterprise contact center space, with a demonstrated history in Talkdesk Cloud, Genesys Pure Connect, and other IVR/QA support contact center tools to resolve customer issues for a better customer experience, which helps contribute to a positive impact on the company. Results-driven Telecommunication Administrator with expertise in quality analysis, IP configuration, and IVR design. Proven ability to troubleshoot critical incidents and optimize workflows to enhance operational efficiency. Proficient Telecommunication Administrator with a strong background in providing Level 1 and Level 2 support for Genesys and Talkdesk systems. Skilled in incident monitoring and change management, contributing to improved service delivery and operational excellence.
Overview
5
5
years of professional experience
5
5
Certifications
Work History
Telecommunication Administrator
Epiq Systems Pvt Ltd
Hyderabad
09.2020 - Current
- Talkdesk Cloud and Genesys Pure connect team size: 5.
- Providing Level 1 and Level 2 support for Genesys and Talkdesk systems.
- Adding agents in the Talkdesk system and the Genesys system.
- Creating the IVR flow for breach cases
- Creating the holiday schedule for the U.S. and Canada.
- Quality analysis for breach cases.
- IP configuration.
- Monitor and process incoming workforce multi-case and well emails (process requests for terminations, supervisor, and lead changes).
- Adding roles for agents, supervisors, leads, managers, and vice presidents.
- Perform daily audits of the WFM database.
- Build and update profiles in the WFM database.
- Providing the SSO and OKTA access for the agents, supervisors, leads, and managers.
- Talkdesk teams are providing the required licenses to monitor the application services and proactively identify application failures.
- Routing issues in no network or coverage area.
- Adding extensions, phone numbers, to the IVR, agent’s profiles.
- Good knowledge of troubleshooting screen recording and live monitoring issues, with IP address and registry fixes.
- Fixing the user profile and access issues from the database end.
- Working on the agent/lead softphone issues and escalating them based on the issue.
- Working on Agent Real-time Reports on ICBM.
- Troubleshooting interaction desktop outbound authentication headset issues, performing Genesys, Talkdesk validations.
- Implementing, validating patches, and configuring changes; supporting the base configuration; providing configuration changes where required.
- Troubleshooting Calabrio application issues.
- Complying with all agreed-upon service level commitments to businesses.
- Monitoring all critical incidents for appropriate root cause analysis, and proactively taking measures to control the same in the future.
- Recognizing business requirements and delivering appropriate changes within the voice technology infrastructure promptly.
- Maintaining documentation for continuous improvement, and compiling a knowledge base of resolutions to common or recurring, repetitive problems.
- Communicating with various internal and external teams for all operational support requirements
- Ensuring 100% adherence to established processes for all requests.
Education
Bachelor of Engineering -
Dhanekula Institute of Technology
01.2017
Skills
- Quality analysis
- IP configuration
- IVR design
- Customer relationship management
- Incident monitoring
- Documentation management
- Change management
- Workflow optimization
- Mail handling
- Technical support
Languages
English
Proficient (C2)
C2
Telugu
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Certification
Talkdesk Certified Professional.
Accomplishments
Received recognition from the Client Service Manager (Dec. 2025).
Timeline
Telecommunication Administrator
Epiq Systems Pvt Ltd
09.2020 - Current
Bachelor of Engineering -
Dhanekula Institute of Technology