Shakti Joshi Email & Phone Number

Piscataway, New Jersey, United States

Working for various clients on Genesys 8.x platform. Key responsibilities include :-1. Production support of Genesys platform which includes, Voice (SIP), eServices, Interaction Work Distribution (iWD) and WFM, Genesys Quality Management (GQM), Genesys Speech Analytics (GSA), 2. Providing solution to the issues in production.3. Requirement Gathering and analysis.4. Providing customized solution for the new requirements.5. Deployment of Genesys Advisors.6. Providing complex Business solutions for Omni channel routing via composer.

Bangalore

Mainly involved in implementation, maintenance and support of Genesys CIM platform, Cisco ICM , Genesys WFM, Aspect eWFM , Avaya PBX and Desktop solutions for Wellpoint. Work with third party service providers during critical issues and bring the issues to resolution. Assist with design efforts for customized applications like softphone, agent schedule tool, internal monitoring applications, etc. Provide technical support and ideas for proactive support.

Mainly involved in implementation, maintenance and support of Genesys CIM platform, Cisco ICM , Genesys WFM, Aspect eWFM and solutions for Wellpoint. Work with third party service providers during critical issues and bring the issues to resolution. Assist with design efforts for customized applications like softphone, agent schedule tool, internal monitoring applications, etc. Provide technical support and ideas for proactive support.

Development, Maintenance n Support of Contact Center platform of Anthem comprising of Genesys, Cisco and Verizon TFNM.

Bangalore

1 Led a team of 15 members at offshore as Technical Lead.2 Providing strategic and tactical direction.3 Defining responsibilities to the team members.4 Involved in Production Support of Apple Genesys Framework Environment.5 Closely work with Business / Clients, Network team, Switch Team and Genesys Professional team for any issues and releases planned for Apple Call Center environment.6 Maintenance of filesystems and host dedicated to the Genesys Components.7 Prepare and review migration documents for any upgrades / installations scheduled in Change / Maintenance Window.8 Installation / Upgrades of any Genesys Components in Production Environment.9 Provide 24x7 supports for all issues during weekdays and for high priority issues on weekends.10 Periodic monitoring of the health of the Genesys Framework and their hosts through SCI and AIX host terminal.Softphone:1 Support & resolve any issues faced by agents on Softphone in Apple Call Centers and OSV.2 Validate Softphone functionalities during any High Priority Issues and upgrades.

System Engineers

B.E., Computer Science Engineering

Activities and Societies: Debate Team, Cricket Team Bachelor's in Computer Science

Puc, Chemistry, Mathematics, Physics

Activities and Societies: Debate Team, School Cricket Team, School GK Team Studied Physics, Chemistry, Matehmatics, History and Geography