Nishi Patel Email & Phone Number

United States

Bridgeport, Ct, Us

Experienced Genesys Cloud Developer specializing in designing and implementing cloud-based contact center solutions with a strong focus on IVR development, interaction routing, and automation. Proficient in using Genesys Composer, Architect, and Interaction Routing Designer (IRD) to create complex call flows across multiple channels, improving customer response times and service efficiency. Skilled in integrating Salesforce and AWS Lex for natural language processing, enabling intelligent voice recognition and chatbot functionalities to streamline customer interactions. Adept at configuring and optimizing Interaction Workspace for enhanced agent productivity, automating workflows, and ensuring real-time data synchronization between backend systems. Expertise in managing CI/CD pipelines using Jenkins and Git, ensuring seamless deployment and scalability while reducing manual efforts. Demonstrated leadership in implementing best practices for deployment, troubleshooting, and upgrading Genesys Cloud systems, with a commitment to delivering high-performance, reliable contact center solutions. Proficient in leveraging C#, Java, RESTful services, and SQL Server configurations to enhance data processing, reporting, and operational efficiency.

Results-driven Genesys Cloud Developer with a deep expertise in designing and deploying IVR systems for large-scale contact centers, leading to significant improvements in efficiency and customer experience. Skilled in using Genesys Composer and IRD to create and automate complex workflows, handling millions of interactions per month while reducing wait times and optimizing call routing. Experienced in integrating Salesforce with Genesys Cloud for seamless data access, leveraging Python and AWS Lambda for backend automation, and customizing Interaction Workspace to enhance agent productivity. Proficient in configuring REST APIs for real-time data exchange with third-party services and providing technical leadership in migrating on-prem systems to the cloud. Strong background in CI/CD pipeline management, performance optimization, and implementing outbound dialer technologies. Adept at solving advanced challenges related to telephony, IVR logic, and omnichannel customer engagement, ensuring reliable, scalable contact center solutions. Demonstrated ability to collaborate in Agile/Scrum environments, mentor junior engineers, and maintain thorough project documentation to support successful implementations.

Experienced Genesys Cloud Developer with a strong background in designing and developing cloud-based IVR solutions using Genesys Composer and Architect, significantly improving contact center efficiency. Proficient in customizing Interaction Workspace to enhance agent experience, automate workflows, and optimize call routing, resulting in increased productivity and reduced customer drop-offs. Skilled in integrating AWS Lex for speech recognition, synchronizing customer data with Salesforce, and managing SQL Server databases for real-time data analysis and reporting. Demonstrated expertise in migrating on-prem solutions to the cloud, utilizing CI/CD tools like Jenkins and Docker for streamlined deployments, and optimizing Genesys Cloud objects for better performance. Strong understanding of IP telephony, VoIP performance analysis, and network troubleshooting to ensure reliable contact center operations. Adept at automating data exchange using REST APIs and collaborating with telecom carriers to maintain seamless communication services.

Genesys Cloud Developer with expertise in designing IVR solutions using Genesys Composer and IRD, addressing complex customer needs and automating call workflows for greater efficiency. Proficient in developing and managing CI/CD pipelines, achieving 30% faster deployments, and integrating AWS Lex to enable autonomous voice recognition capabilities. Skilled in configuring and optimizing SQL Server databases, improving data handling and ensuring seamless data exchange between Genesys Cloud and Salesforce through REST APIs. Experienced in creating complex Architect flows to automate routing, customizing Interaction Workspace for improved agent productivity, and conducting load testing to maintain high availability. Demonstrated success in deploying Genesys Cloud objects and optimizing large-scale contact centers while collaborating with cross-functional teams to reduce downtime and enhance system performance.

Experienced Genesys Cloud Developer with a focus on developing and implementing IVR systems using Genesys Composer to enhance call center performance and reduce operational costs. Skilled in integrating third-party APIs and managing SQL Server configurations to ensure seamless IVR and routing services. Played a key role in migrating legacy on-prem systems to Genesys Cloud, modernizing contact center infrastructure for improved scalability. Collaborated with stakeholders to design Architect flows and automated processes, aligning technical solutions with business objectives. Expertise in optimizing SQL Server databases for high-volume data handling, providing ongoing support for Interaction Workspace, and creating custom reporting solutions integrated with external BI tools. Experienced in training staff on system usage, driving user adoption, and improving overall contact center efficiency.

Masters, Computer Science, 3.92

Bachelors, Science, 8.4