Surendra Naidu

Result-oriented and committed IT professional with over 11+ years of experience, seeking a challenging role in a technology-driven organization to contribute specific, reliable, and timely progress in assigned tasks and looking to be part of a team that develops cutting-edge technology solutions for the modern world.

Experience Summary

• 8.8 years of experience in Genesys client support and contact center technology.
• Currently serving as a Senior Consultant, responsible for supporting, implementing, and testing Genesys Pure Cloud solutions.
• Led the project by thoroughly understanding client requirements, developing a strategic plan, and driving the team to ensure successful execution.
• Proficient in implementing and configuring Genesys Pure Cloud to meet client requirements for Omni-channel routing, reporting, recording, outbound solutions, workforce management, bot flows, and architect flows. Supporting the Development Team with the respected APIs from the Genesys Cloud for any customization.
• Deployed Genesys components on AWS Cloud and created Grafana dashboards using SNMP traps and Prometheus for monitoring and visualization.
• As a Genesys Cloud Consultant, I engage in presales activities by understanding and addressing potential clients' needs. I collaborate with sales and technical teams to tailor Genesys Cloud solutions to meet specific customer requirements.
• My responsibilities include crafting compelling proposals and presentations to highlight the value of Genesys Cloud products, thereby contributing to new business acquisitions. With a deep understanding of Genesys Cloud technology and industry trends, I effectively communicate solution benefits and ROI to prospective clients. Overall, I play a key role in driving successful customer acquisitions and helping organizations enhance their customer experience strategies with Genesys Cloud.
• Experienced in Blackchair Integration for Genesys on-premises and deploying Genesys applications using Ansible Scripts.
• Strong knowledge in Genesys Framework (8. x), Inbound, Genesys Voice Portal (GVP 8. x), SIP, Eservices (Email), Workforce Management (WFM), Genesys Interaction Recording (GIR), Reporting platform (Icon and Infomart), and Workspace Desktop Edition (IWS 8. x).
• Upgraded various Genesys components like GIM ETL, RAA, Recording Processor Script (RPS), and Recording Muxer Script (RMS).
• Proficient in troubleshooting issues across Genesys and third-party applications using logging tools.
• Skilled in managing incident, change, and problem management processes.
• Excellent communication and interpersonal skills, committed to quality and customer service.

Marketing, 2023, JNTU Vizianagaram University,

 CSE, 2011, JNTU Kakinada University

• Voxai IT Solutions India Pvt Ltd., Hyderabad, India, December 2015 – Present, Senior Consultant/Architect, As a Genesys Premier Partner and Hosted Solution Partner, Voxai specializes in implementing, customizing, integrating with third-party components, and upgrading the full suite of Genesys Contact Center Products, including the cloud-based Genesys Hosted Solution. Notably, deployed Genesys on AWS and employed scripting for Genesys deployment. Provided support for Contact Centers using the Genesys Cloud Suite. Involved in multiple projects, including DFW, Luma Energy, ImprimisRX, and DC Water.
• Professional Services and Deployments, DC Water, Implemented routing for Voice (Inbound, Outbound), Email, and Chat, Created Architect Flows for Voice (Inbound, Outbound), Email, and Chat., Created LLD & HLD implementation., Configured various Genesys Pure Cloud Objects., Assisted the client with reports and set participant data through PureInsights., Worked on Recording policies and WFM Configurations.
• Professional Services and Deployments, ImprimisRX, Implemented routing for Voice (Inbound, Outbound) and email., Created objects on Pure Cloud Projects, such as Groups, People, Roles, Queues, Wrap-up codes, Skills & Languages, Phone Management, Flow outcomes, Data Tables, Recording Policies, Data Actions, etc.
• Professional Services and Deployments, Dallas/Fort Worth International Airport (DFW), Worked on a Pure Cloud Project., Created all objects on Pure Cloud Projects, such as Groups, Queues, Wrap-up codes, People, Integrations, Reports, Telephony, etc., Created real-time views in Pure Insights and Reporting., Integrated Amazon Poly and Amazon Lex with Genesys Pure Cloud.
• In AWS, Deployed Genesys Framework components on AWS EC2 Instances., Deployed Eservice, Reporting components, WFM, GIR., Implemented failover and constant IP solutions using Lambda functions and Elastic IP.
• For Ticket Master, Ticket Master, Integrated SNMP Master Agent with Prometheus and Grafana for monitoring Genesys Components., Created dashboards for all Genesys Components using SNMP Traps.
• Using Blackchair, Blackchair, Integrated Genesys with Blackchair for monitoring application changes and automating deployment using Ansible Scripts.
• For Consumers Energy, Consumers Energy, Upgraded Genesys components and created CCPulse templates, GAX Pulse, thresholds, and action scripts., Supported high-priority tickets and performed health checks, IVR testing, and documentation.
• Lodestar Technology Pvt Ltd, May 2013 – December 2015, Software Engineer

• Supervised team of 10 staff members.