Rajesh Devaraj Email & Phone Number

Chennai, Tn, In

Tamil Nadu, India

Chennai Area, India

Genesys Contact Centre – Technical Project Manager for Vodafone, India (Jun 2017 – Till Date)Currently aligned with Vodafone client and working on solutions like Inbound, Outbound, Email, Chat, SMS, Routing Solutions of Genesys Interacted tools Composer and GAX. Also involving in Upgrades, strategy changes, CRQs, handling Customer identified issues on BAUs. Overall design modifications and customer discussions for upcoming changes.Key Responsibilities Develop new IVR call flow design, documentation templates to support Contact Centre deployments within Best Practices. Perform installation, configuration, scripting, and testing of Contact Centre and IVR applications. Provide technical review and input on upgrade and migration strategy, overall of TFN to SIP Generate various status reports for the senior management team and clients to enable effective decision making Perform patches / upgrades to Genesys Applications Support L3 team to address issues with eServices setup in production and provide fixes as necessary Project Management, Process improvement and continuous process managementGenesys Cloud Contact Centre – Project Manager for Microsoft, India (Feb 2017 – May 2017)Involved with Microsoft client and worked on solutions like Inbound, Outbound, Routing Solutions of Genesys Interacted tools GI2/GIM, Designer, GRAT, CME, GA and GAX. Also involved in strategy changes and handling Customer identified issues on BAUs.Key Responsibilities IVR call flow consolidation for EMEA region and Build  Developed IVR call flow design based on the customer requirements, updated documentation templates to support Contact Centre deployments within Best Practices. Perform installation, configuration, scripting, and testing of Contact Centre and IVR applications. Provide technical review and input on upgrade and migration strategy, overall of TFN to SIP. Project Management, Process improvement and continuous process management

Chennai

Contact Center Specialist• Project Management• Requirements gathering and prepare Functional Specification (FS), HLD, LLD and Test Plan documents• Design, Development, Testing, Support and implementation of Interactive voice response (IVR), computer telephony integration (CTI) applications on Genesys URS, Cisco ICM, Avaya ACD, Conversant and Nortel Periphonics platforms• Integration with 3rd party applications (Call Recorder, CRM, WFM, ASR-TTS)• Report customization and Testing (System Integration, User Acceptance Testing)• Support (BAU & Break-Fix)• Provide transition support to the customers• Excellent in lateral thinking and exceptional in reaching the destiny of the project. Having ability to manage a project and lead a team as an individual• Good in following the Quality Process of the projectsPre Sales Consultant• Provide Technology Support to the Sales teams• Involve in the business discussions with customers and creation of BSRD.• Assist to customer in analysis and design phases.• Work on RFP of large global customers• Provide Design Solution for Global Delivery center• Present TCS Infrastructure Solutions and capabilities to the customers• Attend customer meetings & present contact center solutions• Perform Due Diligence at Customer location on the Voice Infrastructure• Create Contact Center & Unified Communications Service Offerings• Provide Contact Center Transformation & Managed Services solutions to our customer

Sydney, Australia

Genesys Cloud Contact Centre – Project Manager for Woolworths, Sydney (Mar 2015 – Nov 2016)Involved in Woolworths contact centre migration program from Salmat to DiData Data centre and upgraded the Genesys version from 8.x to 8.5 in order to achieve multi channels and social media capabilities. In addition, coordinated with business and operational teams to gather functional requirements, prepare Genesys configuration changes to IVR call flows, and routing strategies. Added new numbering plan, TFNs, developed and implemented voice applications as per the business requirements. Key Responsibilities Solution design for Genesys email and chat, requirement gathering and documentation Enabling Chat and Email features on all the agents WDE applications Configuring alarms (MIB file) and monitoring the traps for all the Genesys components Genesys iWD and Generate/ update various status reports for the senior management team and clients to enable effective decision making Perform patches / upgrades to Genesys Applications Support issues with eServices setup in production and provide fixes as necessary Supporting Genesys Contact Centre Solution Design and Review, approach and effort estimation Call Flow Design and development of HR people services module and integrated with SFDC (Salesforce.com) using Genesys iWS Connector. Maintain seamless operations by effectively mitigating risks Involving with stakeholders in order to understand the structure, policies and operations of the organization and to recommend solutions. Supervising and managing other (Voice and Non-Voice) team members Provide assistance to Project and Operational team for project deliverable and Managed services  Multi-Vendor management and Enabling partnership with OEMs for Contact Centre

As a project lead in HCL Technologies my primary responsibility includes participating in design, deployment scheduling, process improvement, handling team and knowledge sharing and implementation of the custom-developed applications on the Nortel and Avaya IVR platforms that supported the Contact Center activities.Also I have involved in Design and Development of voice mail applications on Comverse proprietary systems (MXU and TRM). The primary responsibility is to collect the requirement specifications from the client and then design & development the application. In addition to this provided support to end-to-end team for installation, configuration and troubleshooting of Comverse proprietary systems.

As a senior software engineer in RealSoft, I was involved Development in speech application on Avaya IR Systems and Support for OEM Products. The primary responsibility to Develop the application and installation, maintenance and administration of Avaya IR Systems on SUN Solaris operating system and their interface with TSP Edge Simulator.

As a senior software engineer in Servion, I was involved in development, testing and installation and support of Voice Response Unit (VRU) Projects. Have Installed & maintenance of VRU ranging from MAP40 V7, UCS1000 (V8). Have maintenance switches ranging from Definity Prologix R11, G3siV6, and G3R9.Worked with other business units in support of the design, development, testing & implementation of the custom-developed applications that supported the Contact Center activitiesResponsible for troubleshooting and quick resolution of service affecting voice issues associated with IVR and call routing issues.Maintained relationships with various corporate and educated them on the needs of Customer Relationship Management (CRM) and the technology that can enable CRM in the cost effective manner.

Joined as software engineer and worked on various GUI applications using VB/Oracle. Also I was assigned on call support of all Avaya related call center products.