Summary
Overview
Work History
Education
Skills
Personal Information
Awards
Timeline
Generic

Vittal Surya Lakshya

Summary

IIT Graduate having more than 8 yrs experience in creating and executing innovative software solutions on Contact Center to enhance business productivity on Frappe (Python, JavaScript, MySQL) and Flutter (Dart, Bloc) frameworks, desirous of a role as a Software Engineer, in a challenging workplace that welcomes creative ideas, offers growth opportunities and an inclusive environment.

Overview

8
8
years of professional experience

Work History

Contact Center Developer (Five9 Cloud & On-Premise)

02.2022 - 02.2024
  • Architect (IVR Script Designing), Complex Script Design integrating with third-party API, Five9 Inference Studio IVR, Digital Engagement (Omni Channel), CRM Integration with SalesForce (Classic Interface), Five9 WFO for Supervisor & Agent, Five9 Integration with Unified (MS Team, Zoom, ZenDesk), Survey Design, Call Back, Campaigns (Inbound & Outbound), Campaigns Profile, Skill-based routing, Text to Speech tool, Prompts, Connectors, Disposition for Reportings, Highly Customized Reporting, Session Management

Architect Developer

ElasticRun
Pune
07.2016 - 12.2021
  • Gathering user requirements, Preparing specifications based on the requirement engineering, Understanding the current telecom infrastructure and systems and Designing Genesys Architecture, Develop high level architecture diagrams, call flow design using Visio, Analyze and document business rules for call routing and develop logical diagrams of the existing CTI routing script, Created custom reports for business clients that provided data on queue on both predefined and custom metrics, Created Web services for UI screen, Monitoring and Validating data from Stat server with reports, Worked with Quality Monitoring for Live Monitoring, Reporting, and Evaluations of DATA from the switch, Troubleshoot the issues based on the logs, Worked with Enhancements based on the requirement given by the business

  • Design, implement and maintain GRE, Involved in designing Inbound Voice, Email, and Chat solutions, Involved in maintaining the outbound solutions, Providing production support for the CTI services (Salesforce), Performance and Tuning of the system by doing the Query/Stored procedures optimization, Used skills-based and Service Level routing, Worked with Genesys Architect to gain knowledge in emphasizing Genesys reporting, Designed and documented high-level functional requirements and low-level design documents, Involved in planning the strategies according to the requirements (agents, geographic location, customers, and time zones) for the project, Testing required Using a softphone, Maintained QA of Reporting metrics, Involved in creating and testing routing strategies and Business processes using IRD(GUI), Configuring Business Rules (BRE), Call Monitoring, Call Recording (Calabrio), Recording Management, New Digital Channels, Courtesy Call Back, Cisco Webex Experience Management, Post call Survey, Google TTS

  • Creating an Amazon Connect Instance - Serverless Cloud-Based Scalable Call Center, Claiming a Phone Number - Claim and Map DIDs or Toll-Free number to your IVR, Supported Regions and Availability Zones - Amazon Connect supported hosting regions, Hours of Operation - Time of the Day, Day of the Week Based Call Routing, Creating Queues - To handle the calls in wait, Quick Connects - To transfer the calls to different numbers, queues or supervisors, etc., Routing Profiles - Managing Agent and Queues together, Adding Users - Creating users like Agents, Supervisors, Managers, Administrators, etc., Contact Flows - Designing and Implementing the Call Flow in Amazon Contact Center, Testing the Call Flow with Amazon connect, Using Amazon Lex Chat Bot, Amazon Lex Chat Bot Introduction Pricing and Setup, Intent and Testing the Lex Chat Bot, Integrate Lex with Amazon Connect, Testing IVR Call after Integrating with Lex, Lex error handling and much more

  • Configuring and Maintaining the CISCO IP Phones
  • (Hard Phone and Soft Phone), Troubleshooting problems related to IP Phones
  • (79XX, 72XX, 88XX etc.), Configuring agents Add/Delete in IPCC Environment - MACD, Managing Device Pool, Partitions & Calling Search Space, Hunt Pilot, Hunt list & Hunt Group, Configuration and Maintenance of Cisco Voice Gateways H323, SIP, Support and management of Cisco Call Manager Version-11
  • X, Experience on troubleshooting Cisco Call Manager to enable features and services to include, speed dials, Call Pickup, Call Forward & many more supplementary Services, Monitoring devices alerts and information & daily Health check on RTMT tools, Handling of escalation of Customers, coordination with different vendors (Cisco TAC, etc.), and internal escalations, IOS upgrade of Cisco routers, Hands-on Experience on many third-party integrated tools like QAM, Verba, VSR2 (Wallboard), etc.

  • Design and Implement new contact center solutions, Configuring Applications, Triggers, Workflows, and Resources in UCCX, Maintain CSQ, Skill, group, and Team for agents, Maintaining Prompts, Documents, and Scripts in UCCX, Creating reason codes, actions workflows, etc., in Finesse Administration, Hands-on experience in Agent and Finesse applications in UCCX, Troubleshoot on CUIC for any issues related to reporting, Customize CUIC reports based on User requirements, Pull and read UCCX Engine MIVR logs as and when required, VSR2 wallboard integration with UCCX, Handling of escalation of Customers, coordination with different vendors (Cisco TAC, etc.), and internal escalations

  • Understanding new call flow requirements and creating scripts in UCCX, Solution of Call Back features in existing script, Solution of Dial by Extension is provided, Solution of Queue Position in the script provided based on Call flow, Worked on CRM database integration with UCCX scripting to pull customer data from the database queries, Worked on XML (Both Doc and URL) integration in the script, Optimized the old script based on call flow, Configuration of the Wallboard based on new requests and requirements

  • Configuring users for Voicemail, and admin accounts in Unity connection, Creating Unity call flow using System call handlers – for the given requirement, Modifying/ Creating Holiday/voicemail prompts as per requirement, Worked on FRR, and Directory Handlers

Education

Bachelor of Technology in Mechanical Engineering -

Indian Institute of Technology, Guwahati

Skills

  • SIP Protocol
  • Five9 Contact Center (Cloud & On-Premise)
  • Cisco UCCX (Contact Center)
  • Ringcentral
  • MS TEAMS
  • Cisco Unity
  • Cisco Call Manager
  • Cisco Cloud Contact Center (Webex 20)
  • Cisco Webex Experience Management
  • Google TTS
  • Genesys Pure Connect
  • Genesys Cloud
  • Amazon Connect
  • Amazon Lex
  • Programming
  • Virtualization
  • JavaScript experience
  • Network Security
  • Amazon Web Services

Personal Information

  • Date of Birth: 10/28/95
  • Gender: Male

Awards

  • KVPY Fellowship - 2011
  • Merit Certificate - CBSE 2012
  • District Topper in Maths - CBSE 2012
  • IITJEE - 2012
  • McM Scholarship - IIT Guwahati

Timeline

Contact Center Developer (Five9 Cloud & On-Premise)

02.2022 - 02.2024

Architect Developer

ElasticRun
07.2016 - 12.2021

Bachelor of Technology in Mechanical Engineering -

Indian Institute of Technology, Guwahati

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Vittal Surya Lakshya