Client : Franklin Templeton Investments1. GENESYS PURE CLOUDFranklin Templeton all internal and customer facing contact center applications are migrating fromGenesys Engage to Genesys Pure Cloud. As part of the migration, all Franklin customer interactions(Voice/Chat/Email) will happen through Genesys Pure Cloud for better customer experience andeasy maintainability.Roles & Responsibilities :● Go-live support for Genesys Pure Cloud Migration● Worked with Genesys Vendor for implementing Call flows, integrating Amazon Lex Bot and API’s● Worked on Production activities such as Business Hours Changes for different line of business● Implemented Fund Launches for CANADA IVR● Creation of Agent Profiles & Permissions, Queues, Skills, Canned Responses and Testing Callflows● Production Support, Troubleshooting issues of Agents and monitoring ticket2. IVR (INTERACTIVE VOICE RESPONSE)IVR- Interactive voice response is an automated telephony system. Franklin Templeton has IVRsystems across the global US, India, Canada , Frankfurt and GCSC. Application used by externalcustomers to get fund information, fund performance and account details. Customers can processthe transactions using IVR like Buy, Sell, Exchange funds. Based on region IVR provides differentfunctionalities. All IVR applications have feasibility to connect to an agent if they would like to speakwith an agent. Application uses Genesys framework for call routing and Nuance technology for voicerecognitionRoles & Responsibilities :● IVR code enhancements using Java technology● Worked on tomcat upgrades ,Server Security Scan Findings Remediation and PEN TESTactivities● Implemented Fund Launches, Fund Liquidations & Fund Mergers● Maintaining code bases for all regions by using SVN, automated build process anddeployment by using Jenkins● Supported weekly and monthly OS & DB patching activities● Troubleshooting IVR issues and tickets.