Sunil Raj Email & Phone Number

Dallas, Texas, United States

Genesys Cloud CX | CCaaS | Genesys Engage I Genesys Framework | Platform Migration

Bengaluru, Karnataka, India

Genesys Cloud CX I Genesys Pure Connect to Genesys Cloud Migration I Pure Engage to Genesys Cloud and Nice in Contact (Digital Channel, Web Messenger) to Genesys Cloud Migration

Atlanta, Georgia, United States

Genesys Cloud and Genesys Engage solutions Design, Development, implementation and Migration.

Bengaluru, Karnataka, India

Composer Routing Development and Voice ImplementationRule Package and Template development using GRAT,GRDT Genesys Cloud admin Containers which is Directory, Architect, Integration, Contact Center Quality Management, Telephony and Workforce Management, Scripting, Outbound and Genesys Cloud APIVoice and Routing Call flow design using Genesys Cloud ArchitectGenesys Cloud migration form On-Premise and other Contact Centre platform.Troubleshooting Real-time Routing and Other Platform issues

Bengaluru, Karnataka, India

Genesys Contact Center Implementation, Design and Migration. Contact center agent migration form legacy to Genesys environment.WDE configuration and Provision to make contact center specialist life easy. Troubleshooting of Inbound and Outbound voice issues. Users Training and UAT support for Go- Live.

Bengaluru Area, India

Requirement Analysis meeting to understand the customer business needs.Designing and implementation of Genesys Components in all the environment.Implementations and configurations of inbound voice, Outbound and eServices (Email & Chat) solutions in both Linux & Windows.Migrated Workforce Management (WFM) from 8.1.x to 8.5.x successfully.Knowledge Center design and Implementation for Banking Customer.Experience in Anana-Mission Control Third Party tool for Configuring eServices (Email/Chat)Contact Center Agent migration for Avaya to Genesys SIP.Created Change implementation documents and represented to Change team for approval as when required for project.Created Unit Test Script and executed accordingly before handing over the solutions to QA Team.LLD design for the eServices, Outbound and Genesys Knowledge Center.UAT with customer for any technical help and defect fixes.Provided Training to the support team and Bank user with supporting documents for future use.Application Failover and DR testing for complete solutions and accordingly resolved the issues if any.SCXML Routing design for eChat project using composer and deployed to production system.Exported and Imported Routing Strategy, Sub-routines, Business process from one environment to another environment and also modified based on customer requirements.Troubleshooting of P2-P3 tickets and resolved those tickets with in specified SLA.

Bengaluru, Karnataka, India

Genesys Outbound Design, Deployment, Troubleshooting and ConfigurationImplementation and configuration of Genesys Components in all EnvironmentMonitoring all Genesys applications, installing and configuring Genesys user interface tools which include CME, GA, GAX, GRAT, OCM, CCPulse and SCI.Debugging OCS, SIP, Stat Server, Resource Manager, MCP log files.

Bengaluru, Karnataka, India

Implementation and configuration of Genesys Components in the Test and Production Environment.Monitoring all Genesys applications, installing and configuring Genesys user interface tools which include CME, GA, GAX, GRAT, OCM, CCPulse and SCI.Managing calling list and Agent groups/Campaigns/Dialing filter using GA and OCM.Genesys Configuration Related Changes including Bugs Management for inbound and outbound Environment.Support and co-ordinate with team from Onsite (Canada) for any techical issues.Involved in War Room and Triage call with different team for troubleshooting.Publsih daily test execution report to cutomer manager and discussed if any showstopper bugs.Real Time Reporting CCPulse+ for creating Templates, Agent View etc.Provided Training to the end user (CIBC) contact center agents on Workspace Desktop Edition (WDE) and involved in Agent Provisining.Develop and execute Automated Scripts for IVR through Empirix Hammer Call Master

Bengaluru Area, India

Genesys Implementation for Framework,Voice, eServices,Routing,GVP, Reporting- Realtime and Historical.Product support includes Genesys CTI, Genesys Routing, IVRConfigured End-End Outbound solutions including SIT Test Cases prepration and execution.Investigation and troubleshooting of issues related to Genesys pure engage components. Create/Manage Reports in Genesys Interactive Insights.Design and modify call flow as per the new enhancement using Composer.Created Alarms for monitoring all Applications in the Contact Center using SCI and GAApplication Failover testing for all Genesys Application in the Contact center.IVR and Integration Testing, Automation using Cyara.Performed SIT,UAT, Unit Testing. Preparation of BRD and other Technical documents. Viso Callflow design and review for IVR project.