Part of the solution team for successful transition from current chat solution to Genesys chat for one of the TCS client. Currently working on Genesys Cloud CXplatform; Configuring Agents, Profiles, Phone Extensions, Reports and other Parameters in Genesys Pure cloud CX. • Creating Request for Proposals (RFPs) as per client requirement and Co-ordinating with vendor for cost and Project timelines. • Hands On experience of BT CCNG (Cloud Contact Next Generation) Application.• Creating Change Requests (CRs) for the client to create, update, modify and delete IVR.• Hands on with Nice CXone mainly Admin portal; Configuring Agents, Profiles, Skills, Teams, Groups, Roles, Permissions, Reports and Dashboards.• Working with Verint KANA(ERMS), NICE IEX, CIVR, etc.• Implementing Changes like Archival Activity, Monthly Server reboot.• Part of CoE (Center of Excellence) and IVR support team; working mainly with CXonetopics and supporting Genesys IVR for TCS Contact Center clients

• Leading L1 Team for Incident, Change and MACD management. L1 support for all the issues reported through all the mediums. Level 2 Engineer for NICE and VERINT issues. Co-ordinating with Vendor for 3rd level issues. Performing Configuration changes on NICE Nexidia, Engage and Verint. Implementing MACDs for 3rd party applications (NICE, ALTITUDE, VERINT). Agent and Team Synchronization in SMC and CUIC. • Report Management for Applications: NICE and Verint. • Order Demand Management: Responsible for ODMs for multiple OEs. Co-ordinating with Vendors for Costs and ODM implementation. • Project Management: Handling Onboarding of OEs onto NICE & Verint. Handling End-to-End management of Operations Project. Handling Patch and adhoc projects for NICE in Operations team.• Incident Management: Organizing and coordinating troubleshooting calls for all P3, P2 and P1 Incidents. Co-ordinating with Central Incident team for Major incidents. • Change Management: Primary Owner for Change management in CCS. Handling End-to-End Change responsibilities. Hosting PRE CAB and Attending Central CAB to clarify concerns and get the changes approves.• Patch Management: SPOC for all the upgrade and change activities from the Operations team. Performing Patch updates on Verint and NICE Applications. Part of Patch and Hyperflex upgrade team performing Tasks for 3rd Party Applications. Performing Security Fixes, Server Snapshots and SQL backups for NICE Recording Systems.• Knowledge Management: Knowledge Transfer to new joiners regarding NICE, Verint and Change Management. Documentation of troubleshooting issues for future reference. Documentation of Change Process. Hosting KTs for vendors and colleague for time-to-time updates regarding the change management. • Monitoring of Servers, performing sanity checks.• Basic Knowledge of UCCE, Call Manager, Microsoft Azure, SQL Server. • Roaster Management for team. • Participating on Organization level contests and events.

• L1 support for all the issues reported through all the mediums. L1 as well as L2 level troubleshooting for NICE and VERINT issues. Co-ordinating with Vendor for 3rd level issues. Performing Configuration changes on NICE Nexedia, Engage and Verint.• Implementing MACDs for 3rd party applications ( NICE, ALTITUDE, VERINT. Agent and Team Synchronization in SMC and CUIC. • Report Management for 3rd Party Applications : NICE and Verint. • Order Demand Management : Responsible for ODMs for multiple OEs. Co-ordinating with Vendors for Costs and ODM implementation. • Project Management : Handling Onboarding of OEs onto NICE and Verint. Handling End-to-End management of Operations Project.• Incident Management : Organizing and coordinating troubleshooting calls for all P3, P2 and P1 Incidents. Co-ordinating with Central Incident team for P1 and P2 issues. • Change Management : Primary Owner for Change management in CCS. Handling End-to-End Change management between OEs, Vendors and Central Change Team. Hosting PRE CAB and Attending Central CAB to clarify concerns and get the changes approves • Patch Management : SPOC for all the upgrade and change activity from the Operations team. Performing Patch updates on Verint and NICE Applications. Part of Patch and Hyperflex upgrade team performing Tasks for 3rd Party Applications. Performing Security Fixes, Server Snapshots and SQL backups. • Knowledge Management : Giving Trainings to new joiners regarding NICE, Verint and Change Management. Documentation of troubleshooting issues for future reference. Documentation of Change Process. Hosting KTs for vendors and colleague for time to time updates regarding the change management. Mentoring and leading L1 Team.• Monitoring of Servers, performing sanity checks.• Basic Knowledge of UCCE ,Call Manager, Microsoft Azure, SQL Server. • Participating on Organization level contests and events.

• Monitoring of the alerts pertaining to Multiple NICE Recording Systems using Wiser ServiceNow tool for the multiple regions in 24*7 Work Environment. • Primary Level Investigation of alerts and issues for NICE Recording software. Coordination and follow up with respective teams and L2/L3 Engineers for the different issues. • Tracking and escalating of trouble tickets. Closing incidents within SLA and OLA. Daily Health Checkups of servers. • Generation & Maintenance of Sanity Check/Change Management/Servers, Flow Charts and List/MACD Reports using MS Office Tools. Part of MACD Team. • Knowledge in the following technical areas: CTI, Voice recording, PBX/ACD, WEB/Internet, MS Windows, SQL server, Database knowledge, VOIP, Networking, clusters, Domain / workgroup /, SQL and Network troubleshooting. • Log analysis, maintaining documents of production server error log reports. Nagios admin, configuration and troubleshooting alerts. • Setting up the bridge calls with all the related teams for the effective coordination and resolving the incident and service restoration.

• Part of NOC team. Monitoring of the network infrastructure alerts like Node down, Interface down, Ping failed. • Primary Level Interrogation of various network alarms and notification. Follow up For the RFO and RCA from Carrier. Create and maintain Network related documents: Monthly, Weekly and Daily Maintenance and Health Report.• Handle weekly call with L2 team regarding Health and Availability of the network. Coordination with L2 Team for maintenance activity.