Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

SRI MOUNIKA Atta

Engineer Lead - Contact center Technologies
Hyderabad

Summary

Results-driven professional with over a decade of experience in designing, developing, and implementing comprehensive end-to-end contact center solutions. Expertise includes a deep understanding of advanced contact center technologies such as the Genesys Framework, Composer, Genesys Cloud, and Amazon Connect. Highly skilled in troubleshooting and swiftly resolving issues related to contact center applications, ensuring minimal downtime and optimal performance. Exceptional problem-solving abilities consistently lead to the delivery of seamless and efficient solutions that meet demanding business requirements.

Overview

13
13
years of professional experience
2012
2012
years of post-secondary education
5
5
Certifications
1
1
Language

Work History

Engineer Lead II

UST Global
06.2025 - Current
  • Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
  • Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
  • Developed positive working relationships with stakeholders to effectively coordinate work activities.
  • Presented technical findings to stakeholders, ensuring clear understanding of project status and goals.
  • Wrote, reviewed and edited technical document in accordance with template requirements.
  • Provided input to team lead regarding areas for process and procedural improvement.
  • Optimized engineering processes by implementing innovative solutions and streamlining workflow.
  • Enhanced team performance by implementing structured onboarding program for new engineers, reducing ramp-up time.

Senior Contact Center Engineer

CARELON GLOBAL SOLUTIONS
10.2019 - 06.2025
  • Orchestrated a seamless data center migration for Genesys and IVR applications, encompassing server setup, application deployment, and production rollout.
  • Led a pivotal Genesys Cloud migration, overseeing organizational structure, queue configurations, call flows, IVR prompts, and API integrations.
  • Successfully transitioned over 8,000 agents to Amazon Connect Cloud, demonstrating extensive AWS expertise in Lambda, DynamoDB, S3, Pinpoint, API Gateway, and IAM.
  • Designed and implemented sophisticated call flows in Amazon Connect, enhancing customer experience through seamless integration with various applications.
  • Demonstrated proficiency in Python scripting for AWS Lambda functions, utilizing boto3.
  • Developed front-end applications using HTML, CSS, and JavaScript, ensuring robust back-end integration.
  • Oversaw the in-house dialer system for Amazon Connect Cloud, optimizing outbound communication strategies.
  • Currently working on IVR on-premises migration to the Cloud using Amazon Lex.
  • Managed automation projects, aligning team efforts, defining specifications, and overseeing project timelines.
  • Mentored teams, facilitated knowledge sharing, onboarded new hires, and ensured documentation of key processes and architectures.
  • Coordinated change/release management, bridging Development and Support teams for smooth product releases, and issue resolution.
  • Executed hands-on Genesys Cloud migrations for 150 agents, fine-tuning queues, flows, IVR menus, and WebRTC phone configurations.
  • Proficient in Genesys Framework (8.x), inbound, SIP, with a solid grasp of Genesys voice and framework architectures.
  • Delivered application enhancements and provided Tier 2 and Tier 3 support to ensure continuous production operations.
  • Contributed to the redesign and redevelopment of business applications, aligning them with strategic goals.
  • Showcased expertise in the business application lifecycle, from analysis to testing.
  • Ensured system robustness through diligent patching activities, and platform stability validation.
  • Rapidly addressed critical issues with strong troubleshooting and resolution skills.
  • Administered Genesys environments using GAX and Configuration Environment, with knowledge of the Orchestration Platform.
  • Sustained environmental stability and drove continuous improvement in GVP suite product utilization.
  • Led the data center migration for key apps, ensuring a smooth server setup and launch.

Infrastructure Engineer

INVESCO
10.2016 - 10.2019
  • Streamlined agent setup by creating users and objects within CME.
  • Ensured high availability and stability through daily health checks of the infrastructure.
  • Configured Avaya PBX for optimal call routing of toll-free numbers.
  • Tailored call flows to business requirements using Avaya vectors and VDNs.
  • Generated agent IDs and extensions to facilitate efficient call distribution.
  • Integrated voicemail functionality into user extensions.
  • Established call forwarding and group calling features within Avaya systems.
  • Developed and managed Genesys profiles for call center agents, resolving related issues.
  • Coordinated server patching activities, ensuring seamless operation post-implementation.
  • Executed Avaya software upgrades, followed by rigorous testing.
  • Monitored server logs, troubleshooting to swiftly address issues.
  • Maintained Avaya-Genesys integrations, troubleshooting as necessary.
  • Directed SWAT calls for voice infrastructure, offering solutions for business challenges.
  • Liaised with business units to refine call routing strategies and updated documentation.
  • Implemented sophisticated call routing, automated attendant, and IVR solutions via Avaya AES.
  • Managed full project lifecycles, from planning to execution, ensuring timely completion.
  • Fostered collaboration within technical teams to deliver cohesive and effective solutions.
  • Negotiated with vendors and coordinated with stakeholders and IT teams for project success.
  • Addressed critical system issues promptly, ensuring minimal disruption and optimal uptime.
  • Delivered technical support and maintenance for expansive Avaya IP Office systems across multiple sites.

Member Technical

ADP Inda Pvt Ltd
05.2012 - 10.2016
  • As the part of global voice administration team which are configured with ESS and LSP modes.
  • Apart from day-to-day operations below is the maintenance that carried out when required Commissioning & Maintenance of E1 Lines, Tie Trunks, CO Trunks, IP Trunks.
  • CDR Implementation using Phone Control Software and Vera smart application Monitoring Alarms on PBX and troubleshooting.
  • Installation and firmware upgrade of various PBX cards such as IPSI, Medpro, VAL, DS 1, Digital line and analog line cards.
  • Creating, managing of Hunt groups, Pick-up groups Extensions/Stations, VDN's Maintaining and troubleshooting AES, MM server issues and escalating to design team.
  • Administration of Avaya Call flow involving Vector and VDN programs setup Experience with CTI Integration.
  • Experience in IVR best practice design models.
  • Highly motivated team player with good Telecom expertise and communication skills Experience with on call and ongoing support.
  • User administration for call center call recording purposes of the associates.
  • Verint System administration which includes recording issues, playback issues due to server errors Checking the logs and space issue of the servers and coordinating with vendor.
  • Provided Level 2 technical support for a large Avaya Aura system supporting over 10,000 users.

Education

Bachelor of Science - Computers

ALAGAPPA UNIVERSITY
Karaikudi
04.2008 - 01.2012

Diploma in Electronics and Communicaons -

GOVERNMENT INSTITUTE OF ELECTRONICS
Secunderabad
12.2012

SSC -

ST.JOSEPH ENGLISH MEDIUM HIGH SCHOOL
Vijayawada
04.2009

Skills

  • GENESYS CLOUD

  • AMAZON CONNECT

  • GENESYS ON PREM

  • AMAZON WEB SERVICES

  • MICROSOFT WINDOWS

  • LINUX

  • PYTHON - BOTO3

  • SIP

  • PROJECT MANAGEMENT

  • AVAYA TELECOMMUNICATIONS

  • NICE, VERINT

Certification

Genesys Cloud: Professional Certification

Timeline

Engineer Lead II

UST Global
06.2025 - Current

Senior Contact Center Engineer

CARELON GLOBAL SOLUTIONS
10.2019 - 06.2025

Infrastructure Engineer

INVESCO
10.2016 - 10.2019

Member Technical

ADP Inda Pvt Ltd
05.2012 - 10.2016

Bachelor of Science - Computers

ALAGAPPA UNIVERSITY
04.2008 - 01.2012

Diploma in Electronics and Communicaons -

GOVERNMENT INSTITUTE OF ELECTRONICS

SSC -

ST.JOSEPH ENGLISH MEDIUM HIGH SCHOOL

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SRI MOUNIKA AttaEngineer Lead - Contact center Technologies