Avinash Ashok Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Contact Center Solutions Architect, Center Of Excellence• Client-facing Genesys Cloud solution strategy and architecting, consulting, technology roadmaps, operating models • BYOC Cloud migration strategies for BFSI clients • Development of IVR Call Flows, Call Routing, CTI and third party integrations • Solution Architecting coordination with various Infrastructure and vendors during RFP phase • Genesys Professional Services, Cloud service providers and vendor management for services • Develop PoC’s for Business Development proposals

Bengaluru, Karnataka, India

As Genesys Engage Project for US Large Bank Client:• I led Genesys Engage Infra Team and L3 Operations from TCS, Offshore.• Resolve escalated application incidents that production support team cannot address• Work with Genesys Care to address root-cause issues identified• Recommendations to client to migrate their on-premises IP based Avaya PBX to SIP media layer• Conducted detailed analysis on traditional IP based system Genesys architecture, physical systems, Call volume for performance improvement and cost savings• Identified PII data flow in the system to encrypt data in transit and data at rest

Wilmington, Delaware, United States

As Genesys Engage Onsite Technical Lead for leading US large bank client at USA, my Roles and Responsibilities involved:• Conducting workshops with clients and business stake holders to gather and analyze call routing • Coordinate with offshore delivery team for technical implementation• Onboard new business units to Genesys Engage platform• Coordinate with Genesys Care to address root-cause issues identified• Assess new Genesys application versions released, test and upgrade to latest version

Bengaluru, Karnataka, India

• Manage 24x7 Genesys Engage Contact Center Support team for leading US bank from Offshore• Translate technical detail and challenges into business language to articulate risks to service• Troubleshoot and resolve Genesys application or infrastructure issues• Manage Application Support team members who are directly reporting and manage the relationship with all internal and third-party service suppliers• Accountable to ensure that processes and procedures for Contact Center Support are aligned with best practices and technology standards, and optimally support the business• Assess production readiness and control compliance of releases and changes