Saurabh Kumar Roy
Ghaziabad
Summary
Highly accomplished Senior Consultant with 13 years of experience driving strategic initiatives and delivering exceptional results for clients across diverse industries. Proven expertise in Contact Center Technologies, combining strong analytical skills with a deep understanding of business dynamics to provide innovative solutions and achieve measurable outcomes. Skilled in leading cross-functional teams, managing complex projects, and fostering collaborative relationships with stakeholders at all levels. Recognized for excellent communication and presentation abilities, adept at translating complex concepts into actionable recommendations
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Specialist
IBM
01.2022 - Current
- Configuration, upgradation, and support on Genesys cloud for communicate, collaborate and Architect levels such as EDGE configuration and upgrade, Phone and DID configuration, External and Phone trunk configuration, Interactions, Reports, Prompts, Flow creation and modification, Call Routing, Scheduling, Agent Script, Outbound Dialing, Agent creation, Queue and Wrap-Up codes creation
- Implementation, configuration and support of Genesys Framework applications
- Configuration and Troubleshooting Genesys Framework (Contact Center)
- Implementation of customer and their application on Genesys voice platform and Genesys Framework
- Troubleshooting with Configuration server, SIP server, Stat Server, URS, GVP and other Genesys applications
- Troubleshooting and Operation of IVR and Call Routing
- Log review of SIP Server, URS, Stat Server and other Genesys applications
- Speech storm
- Vendor management through opening and following up on tickets with Genesys till the resolution of issues beyond our scope and keeping the client updated with the latest progress
- Join daily, weekly call with customer related to operational catchup, weekly tracker of Task, Problem management, Change Management.
- Collaborated with cross-departmental teams in developing cohesive strategies aimed at achieving long-term organizational goals.
- Established strong working relationships with clients through exceptional customer service and proactive communication efforts.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
Senior Specialist
British telecom
12.2020 - 01.2022
- Implementation, configuration and support of Genesys Framework
- Configuration and Troubleshooting of Genesys voice platform (IVR) and Genesys Framework (Contact Center)
- Implementation of customer and their application on Genesys voice platform and Genesys Framework
- Troubleshooting with Configuration server, SIP server, Stat Server, URS, GVP and other Genesys applications
- Troubleshooting and Operation of IVR and Call Routing
- Log review of SIP Server, URS, Stat Server and other Genesys applications
- Speech storm
- Vendor management through opening and following up on tickets with Genesys till the resolution of issues beyond our scope and keeping the client updated with the latest progress
- Join daily, weekly call with customer related to operational catchup, weekly tracker of Task, Problem management, Change Management.
Specialist
Orange Business services
07.2019 - 12.2020
- Implementation, configuration, and support of Genesys Framework applications in both single tenant, multi-tenant and multi-site environments
- Configuration and Troubleshooting of Genesys voice platform (IVR) and Genesys Framework (Contact Center)
- Implementation of customer and their application on Genesys voice platform and Genesys Framework
- Troubleshooting with Configuration server, SIP server, Stat Server, URS, GVP and other Genesys applications
- Troubleshooting and Operation of IVR and Call Routing
- Log review of SIP Server, URS, Stat Server and other Genesys applications
- Configuration, upgradation and support on Genesys cloud for communicate, collaborate and Architect levels such as EDGE configuration and upgrade, Phone and DID configuration, External and Phone trunk configuration, Interactions, Reports, Prompts, Flow creation and modification, Call Routing, Scheduling, Agent Script, Outbound Dialing, Agent creation, Queue and Wrap-Up codes creation, basic log troubleshooting, Bridge Server integration, AWS Lambda integration, Real time reporting configuration and modification for wallboards through Omni Intelligence(Advatel) and eMite
- Providing Support on CosmoCom contact center solution i.e
- Cloud based solution
- Working on different type of user interfaces (RTR, Historical Reporting, FWS) Troubleshooting on SIP, and VCS logs for routing related issues
- Vendor management through opening and following up on tickets with Genesys till the resolution of issues beyond our scope and keeping the client updated with the latest progress
- Handling technical tickets of all voice customer by using Clarify CRM
- Join daily, weekly, quarterly and monthly meetings like sprint planning, retrospective, technical troubleshooting and many more
- Manage documentation for each and every change in system and upload in share drive.
L2 Engineer
DXC technology
03.2017 - 07.2019
- Working on Recording Solution (OpenText Product) to check the customers recordings and providing solution to them
- Implement purge and retention scripts as per the customer's requirement
- Send daily contact center health check reports and historical data
- Configured Genesys objects like DN, place, agent login, extension
- Installation of CCPulse+, CME application in supervisor system
- Clear logs from servers as per alarms and make spaces in drives
- Troubleshoot agent’s softphone if any issue occurred
- Troubleshoot DN issues with softphone
- Configuring softphone application in agent’s system
- Incident management: - check daily basis all priority incidents & resolve it as per turnaround time
- Create all the Service request as per business need
- Perform the weekly activity of contact center house keeping.
- Developed comprehensive documentation for L2 processes, enabling faster onboarding of new team members.
- Improved customer satisfaction ratings by promptly addressing concerns and providing clear communication updates on incident status.
- Collaborated with cross-functional teams to address complex technical issues, ensuring timely resolutions.
Associate Engineer
Wipro Infotech
12.2010 - 03.2017
- Campaign Creation & Management in Genesys Framework
- Configuration of All Genesys Application
- Monitoring Genesys through Solution Control Innterface Application, OCM, Infomart & ICON
- Monitoring Genesys Databases
- Managing SIP Server/URS Server/STAT server
- Resolving Reporting issue
- Managing ICON and Infomart Reporting Databases and Application
- Installation / Upgradation of all Genesys Applications as per requirement
- Managing CTI issues & checking the daily alarms
- Working on Genesys Framework
- Leading the CTI Support team monitoring incidents and walkup requests and fixing the defects in the production
- Used CCPulse 8.0 to create and modify the templates and views as per the business requirements to monitor the call centers
- Used CME to configure the agents, their skills, modifying the application templates, their parameters according to the requirement
- Resolving OSCC issue related to Campaigns, DN , Agent IDs
- Performing technical L2+ supports to Systems and Server
- Handling high priority issue with Level 2 & 3 Support
- Responsible for solving user queries without violation within SLA norms
- Coordinating with Vendor/OEM for integration and implementation as per project requirement
- Perform system additions, moves, changes and system upgrades and migrations
- Perform root cause analysis for system outages; suggest improvements to ensure system up-time
- Implementing Service request/ Change request raised by clients
- Fetching data by running SQL queries
- Job scheduling.
Education
Bachelor of science (IT) - Information Technology
The Global Open University
01.2013
Diploma in computer science & Engg - Computer Science
I.R Polytechnic
Bengaluru, India07.2009
Skills
- Genesys contact center implementation
- Contact center oprations
- Reporting and Analytics
- Workforce optimization
- Genesys Engage
- Genesys Cloud
Certification
- Genesys Cloud Associate
- Azure 900
- ITIL V4
Personal Information
- Passport Number: J6048599
- Father's Name: Sadhu Sharan Roy
- Date of Birth: 11/19/86
- Marital Status: Married
Hobbies and Interests
Sports, movies
Disclaimer
I do here declare that all the above information given here is true & correct to best of my knowledge. Thank you
Timeline
Senior Specialist
IBM
01.2022 - Current
Senior Specialist
British telecom
12.2020 - 01.2022
Specialist
Orange Business services
07.2019 - 12.2020
L2 Engineer
DXC technology
03.2017 - 07.2019
Associate Engineer
Wipro Infotech
12.2010 - 03.2017
Bachelor of science (IT) - Information Technology
The Global Open University
Diploma in computer science & Engg - Computer Science
I.R Polytechnic
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