Vaibhav Pattewar
Hyderabad
Summary
Achieved improved system reliability through effective IVR flow design and telephony solutions for banking clients. Enhanced operational efficiency by conducting thorough interaction analysis and troubleshooting. Fostered strong stakeholder relationships to streamline contact center operations and data flow validation.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Executive - Infrastructure Services (Genesys Cloud Engineer)
CSInfocomm
Chennai, India
08.2025 - Current
Project: Indian Bank | Client: Teleperformance
- Administered Genesys Cloud CX operations, ensuring seamless functionality and support for multi-site environments in Chennai and Mohali.
- Created and managed IVR call flows with Architect, focusing on effective outbound campaign execution.
- Identified and addressed flow issues by systematically reviewing customer interaction logs.
- Investigated and rectified SIP-based telephony issues, ensuring optimal call routing and DTMF functionality.
- Conducted thorough validation of campaign responses to maintain data integrity.
- Engaged with client operations and IT teams to identify and address operational challenges.
- Coordinated efforts with Genesys support teams to ensure timely resolution of escalated matters.
- Executed optimized outbound configurations to ensure operational efficiency.
- Conducted thorough investigation of CRM screen pop issues, revealing critical gaps in data flow.
- Analyzed and confirmed IVR-to-agent data flow integrity for optimal customer interaction.
Education
B.Tech - CSE
09-2024
GPA: 7.1
Intermediate - MPC
09-2020
GPA: 76.1%
SSC -
05-2018
GPA: 9.2
Skills
Genesys Cloud CX
Configuration in Genesys UI
IVR Flow Design (Architect)
Telephony (SIP, Call Routing)
Interaction & Log Analysis
CRM Integration & Screen Pop
API Basics (REST, JSON)
Participant Data & Attribute Handling
PowerShell Automation
End-to-End Troubleshooting & RCA
Accomplishments
- Developed PowerShell automation to restart GCBA services reducing screen recording failures
- Identified integration issues between Genesys and CRM including data mapping and timing problems
Certification
- AWS Academy ML & Cloud Foundations
- HackerRank Python, SQL
- Udemy Java Full Stack Development
- Coursera AWS S3, Design Thinking for Innovation, Google Cloud Security Operations
Timeline
Executive - Infrastructure Services (Genesys Cloud Engineer) - CSInfocomm
08.2025 - Current
Malla Reddy University - B.Tech, CSE
SR Junior College - Intermediate, MPC
Vijay High School - SSC,