VARUN PANDEY

Project Domain: Genesys Cloud/AWS connect Developer , Migration Project

Project: Hermes (Palo Alto Networks)

Description/Roles And Responsibilities

• Highly skilled Amazon Connect Developer with 3+ years of experience in designing, developing, and optimizing AWS Contact Center solutions.

• Expertise in Amazon Connect contact flows, Lex bot integrations, AWS Lambda functions, and API Gateway for scalable and secure voice automation.

• Experienced in integrating Amazon Connect with Salesforce Service Cloud Voice for call control, screen pops, CTI integration, live transcription, and real-time agent assistance.

• Proficient in Salesforce Service Cloud, Lightning Experience, and Open CTI framework with strong knowledge of CTI adapters, UI enhancements, and workflow customization.

• Worked in a migration project from Genesys Cloud + Salesforce to Amazon Connect + Salesforce, ensuring smooth transition of IVR flows, routing, CTI, and reporting.

• Developed automation and utility scripts using Genesys Cloud SDK for flow analysis, API tasks, and migration activities.

• Hands-on with AWS services: Lambda, DynamoDB, S3, EventBridge, CloudWatch, IAM, CloudFormation, and Terraform.

• Used Terraform, AWS CLI, and Salesforce CLI for deployments, resource provisioning, and configuration automation.

• Skilled in performance monitoring using Amazon Connect metrics, CloudWatch dashboards, and Salesforce analytics.

• Hands-on development experience in JavaScript (Node.js) and Python for integrations, automation, and backend enhancements.

• Practical experience in voice analytics, customer journey mapping, and AI-driven voice enhancements.

Key Skills:

Amazon Connect | Salesforce Service Cloud Voice | AWS Lambda | API Gateway | Lex Bots | Contact Lens | CTI Integration | CloudFormation | Terraform | EventBridge | DynamoDB | CloudWatch | IAM | Node.js | Python | DevOps | Voice Analytics | Salesforce Omni-Channel | Omni-Channel Flows | Omni-Channel Routing | Service Cloud Console | Screen Pops | Salesforce CTI Adapters | Presence Setup | Call Center Configuration | Voice Call Back | Genesys Cloud CX | Genesys Cloud Architect | Genesys Cloud SDK | PureCloud Integration | IVR Migration | Call Routing | Data Tables | Platform APIs | Genesys Reporting | Genesys → Amazon Connect Migration | AWS CLI | Salesforce CLI

Project Domain: Electronics

Project: EU-based Electronics Firm (Electrolux)

Role: Genesys Cloud – Developer/ Amazon Connect

Description/Roles And Responsibilities

Implemented contact center solutions using Genesys Cloud, Amazon Connect, and AWS. Built IVR/IVA flows, integrated REST APIs, and configured routing (Skills, Preferred Agent, Queue-based). Developed AWS Lambda functions for call processing and S3 recording automation. Integrated Dialogflow ES with Genesys Cloud for intent capture and dynamic routing via Data Tables. Worked on reporting dashboards, audit log extraction, troubleshooting, and platform optimization across Genesys Cloud and Amazon Connect.

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• Designed and developed inbound call flows in Genesys PureCloud Architect, including routing, self-service, and Email flows.

• Integrated Google Dialogflow ES for intent recognition, NLP-based routing, and enhanced customer automation.

• Configured Schedules, Schedule Groups, Queues, DIDs, Wrap-up Codes, Prompts, and Data Tables to support business workflows.

• Performed CTI and API integrations to streamline customer interaction handling.

• Executed CIT, SIT, T&T, smoke tests, spot checks, and technical cutover activities.

• Conducted automated and manual IVR testing using Cyara and Quick Test.

• Managed user stories, defects, and test cycles in JIRA and participated in Scrum ceremonies.

• Led end-to-end delivery of full-stack and backend features ensuring quality, performance, and scalability.

• Worked collaboratively with Product, UX, SRE, and Platform teams to translate requirements into scalable designs.

• Architected and maintained secure and scalable backend services using microservices, event-driven, and serverless patterns.

• Built and deployed applications on AWS/GCP/Azure cloud platforms.

• Implemented CI/CD automation and Infrastructure-as-Code using Terraform and Python scripting.

• Delivered GenAI solutions using OpenAI, LLMs, embeddings, and prompt engineering.

• Delivered AI proof-of-concepts and transitioned successful experiments into production.

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Key Skills:

Genesys Cloud CX | PureCloud Architect | Google Dialogflow | IVR Development | Call Routing | Data Tables | CTI Integration | API Integration | Email Flows | Automation Scripts | Cyara | Quick Test | JIRA | Scrum | Microservices | Serverless | REST APIs | GraphQL | Kafka | Java/Spring | Python | Kotlin/Micronaut | React/TypeScript | Relational & NoSQL Databases | AWS | GCP | Azure | Terraform | Shell/Python Scripting | CI/CD Pipelines | Infrastructure-as-Code | OpenAI | LLMs | Prompt Engineering | Vector Databases | LangChain

• Project Domain: IVR Developer
• Project: Cognizant — Global Service Desk, Transport IVR & US-Based Health Care Firm (Anthem, Inc.)
• Role: IVR Developer / Genesys Support Engineer
• Description: Developed and managed Avaya and Genesys-based IVR solutions for multiple clients, including internal IT support, transport queries, and US healthcare customer service operations. The project aimed to enhance customer experience, streamline contact center processes, automate routine tasks, and provide secure account access through OTP-based workflows. For the Global Service Desk and Transport IVR, responsibilities included designing and maintaining IVR call flows, optimizing prompts, media, and variables, and integrating databases via JDBC to enable OTP-based account unlocking. IVR functionalities were connected to web services to deliver associate information and OTPs, and monthly performance reports were generated from databases, including Microsoft Access. TPIN-to-OTP transitions were implemented to ensure secure and efficient verification. For the US-based healthcare client (Anthem, Inc.), the project involved designing, configuring, and administering Genesys PureEngage solutions, including CME, Genesys Administrator, Pulse, and GAX extensions. The work focused on configuring contact center settings, managing real-time reporting, monitoring operational performance, and ensuring seamless administration of Genesys components, thereby improving overall efficiency and responsiveness in the contact center environment.
• Key Skills: Avaya | Genesys | CME | Genesys Administrator | Genesys Pulse | GAX | Verint | CCPulse+ | Core Java | Advanced Java | IVR Development | OTP Integration | JDBC | Web Services | Call Flow Optimization | Reporting