Agnel Joseph

• Lead architect and technical delivery lead for large-scale enterprise contact center transformations on Amazon Connect, driving architecture, innovation, and customer outcomes.
• Architected and directed migrations from legacy platforms (Genesys, Avaya) to Amazon Connect, enhancing operational capabilities for enterprise customers.
• Designed multi-region, highly resilient architectures using Amazon Connect Global Resiliency (ACGR) patterns.
• Built modern agent desktop platforms using React, TypeScript, and micro-frontend architecture.
• Product Owner – Agent Experience Platform (AXP): Designed and led a modular, extensible agent desktop platform adopted across enterprise programs.
• Invented and implemented early voicemail capability for Amazon Connect using Kinesis Video Streams, Lambda, and S3.
• Designed advanced agent experience capabilities including concurrent call handling, cherry picking, agent presence, and agent-to-agent collaboration tools.
• Designed and implemented AI-driven IVR and conversational experiences using Amazon Lex and AWS Lambda.
• Coordinated enterprise integrations with systems including Salesforce, SAP, and Siebel, streamlining data flow and operational processes.
• Led end-to-end delivery and strategy for contact center modernization programs.
• Mentored engineers and architects, enabling teams and customers to build, scale, and operate independently.

o Architected and led teams to develop custom solutions for agents to integrate with Genesys WDE.

o Designed and led a team to implement Genesys Outbound dialer, preview, push preview, progressive and predictive dialing methods.

Implemented Genesys routing solution; led team to develop js libraries in ORD for dynamic routing.

Developed user interface using React for seamless interaction with Genesys Web Softphone.

Migrated from Call Concentrator to Infomart reporting, deploying ICON Voice 8.5 and automating terraform life cycles with Ansible playbooks.

Maintained existing call center components, including Genesys infrastructure 8.5, SIP Server, ORS, Infomart, Pulse, Outbound Contact, WDE with SIP endpoint, and Interaction Server.

o Custom application also included working on Tomcat Webserver and Nginx for Load Balancing

o Custom application also included web sockets for real-time communication with Genesys WDE.

o Implemented AWS web application firewalls to monitor the web requests that are forwarded to APIs and Application Load balancers to enable the security model.

o Maintain existing call center components which include Genesys infrastructure 8.5 which includes SIP Server, ORS, Infomart, Pulse, Outbound Contact, WDE with SIP endpoint and Interaction Server, Genesys Interaction recording with Speech Miner.

o Make changes to the existing differential routing or create a new one in Genesys Composer for any new request.

Upgraded SIP Server to version 8.1.102.54, resolving conference call termination issues for external numbers during removal of parties from WDE.

Upgraded ORS and URS to versions 8.1.400.51 and 8.1.400.32, eliminating persistence issues with Cassandra and allowing sessions to restart during failovers.

o Upgraded Stat Server to the latest 8.5.105.10 since it was reporting -1 values for Current Number and Current Time statistics.

Deployed Pulse collector with GAX 8.5 and developed real-time reports that displayed KVPs as call data.

o Deployed OCS with media server for CPD and configured progressive with assured connect with routing for VTD which can support WDE.

o Converted the inbound routing from Agent group to skill-based routing.

o Developed interaction routing for Direct push preview outbound dialing.

Modified existing differential routing in Genesys IRD strategies for new requests.

Updated VDN/Vector configurations in Avaya ASA to accommodate new requests.

o Make carrier routing changes using Verizon network manager, AT&T Business direct to re-route the calls between data centers during emergencies and network changes.

o Integrated Nice and Genesys T server for call triggering in Nice upon receiving CTI T lib events from Genesys T server.

o Integrated Avaya and Genesys T server using AES both TSAPI and DLG.

o Add KVP’s from Genesys T server to Nice as Business Data so QA’s will be able to see call KVP’s along with the recordings.

o Migrate from Call Concentrator to Infomart reporting, this included deploying ICON Voice 8.5, ICON MM 8.5, ETL 8.5 and GII 8.1.4 with BI 4.1 with SQL 2012 as DB and also implemented the same setup with Oracle DB in the Lab.

o Deployed ORS 8.1.4 cluster with Cassandra for persistence. Also deployed the same without persistence in the lab.

Developed SCXML enhanced script using Composer for Genesys skill-based routing, migrating business units from Avaya to Genesys SIP while implementing features such as list objects, DB dips, custom web services, and alarm generation for call routing issues, alongside consulting on service objectives and site exclusions during emergencies.

Deployed Pulse collector with GAX 8.5, developing real-time reports that displayed KVP’s as call data and imported IEX data into Pulse via IFRAME for easy schedule and agent occupancy comparisons.

o Deployed Genesys SIP HA with SIP proxy and business continuity, resource manager and Media server, this includes configuring all B2BUA functionalities. Includes auto answer, setting up ACW, RONA, aux codes, dial plans for outbound calls Verizon IPT and outbound calls to a standalone Avaya PBX,

o Out-Of-Band DTMF (embedding the DTMF tones in SIP messages), SIP header manipulations and cost free ambush message. Have also implemented SIP HA with virtual IP takeover in the Lab.

Integrated SIP proxies with ACME SBC, configuring SIP agents, internal and external interfaces, updating routing policies, and creating realms and network interfaces, while performing SIP header manipulation and monitoring call quality metrics.

o For WellPoint, I provided support for Aspect eWFM 17.1, Aspect RTA and schedule modifications.

Improved existing routing strategies in IRD for WellPoint.

o Maintain existing call center components for WellPoint which included Cisco ICM, Genesys Infrastructure 7.6 and Verint 8.1 and Witness call recording systems, Aspect eWFM.

Maintained contact center components for Walmart, including Avaya PBX, Verint, and Genesys systems.

o For Walmart, I provided enhancements/make changes on the existing VDN/Vec programming on Avaya-ASA.

o For Walmart, I provided support and troubleshooting issues with AVP IVR applications. Also included developing Survey applications using Avaya CSAT admin tool and making necessary configuration changes in PBX to route the call to CSAT application after the agent ends the call.

Interacted with clients and business analysts at Walmart to discuss and clarify business requirements.

o Maintain, support and perform enhancements for Oracle CCA and Siebel agent desktop for contact center.

Completed training in telecommunications, networking, core Java, Genesys Framework, Genesys IRD, and developed HVB scripts in Empirix Hammer Call Master.

Maintained and enhanced Genesys call center components for ABN AMRO Netherlands, including GVP IVR, URS, and GAD.

Implemented call routing modifications in IRD to enhance customer service for ABN AMRO.

Conducted load and functional testing for GVP IVR and routing, ensuring system reliability using Empirix Hammer for ABN AMRO.