Divya Ankam
San Antonio,TX
Summary
Dynamic professional with over 11 years of progressive experience in Object-Oriented Analysis and Design, specializing in the full life cycle of Genesys Contact Center implementations. Proven expertise in developing and optimizing inbound and outbound call flows and chatbot solutions using Genesys Dialog Engine and Google Dialog Engine. Demonstrated ability to lead high-priority projects, manage technical teams, and deliver exceptional results under tight deadlines while ensuring seamless integration with SalesForce,Intradiem,Glance-Co browse and REST APIs. Strong analytical skills in troubleshooting network issues and conducting root cause analysis, complemented by extensive knowledge of Genesys components, SQL databases, and incident management processes.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Solution Engineer III
Capital Group
2024.06 - Current
- Architect and deploy conversational AI systems including bots, IVR, and automated call summarization.
- Train and optimize AI bots to improve automation accuracy and conversational performance.
- Deploy AI Copilot tools for real-time assistance and automated wrap-up generation.
- Design scalable AI systems integrating cloud infrastructure and real-time analytics.
- Analyze speech analytics and conversational data to improve AI performance.
Genesys Developer
Dexian
2024.03 - 2024.06
- Prototyped AI-driven conversational automation and cloud integrations.
- Evaluated performance and scalability of AI-enabled systems.
- Supported AI platform migration and deployment.
Genesys Lead Developer
SLK
2024.01 - 2024.03
- Developed conversational AI bots and intelligent IVR systems.
- Integrated APIs and backend systems to support AI-driven workflows.
- Improved customer automation and interaction efficiency.
IT Analyst
TCS
2021.01 - 2023.08
- Implemented speech analytics platforms and conversational AI systems.
- Designed AI-enabled routing and automated decision workflows.
- Mentored engineers and supported enterprise AI system deployment.
Associate Developer
Cognizant Technology Solutions
2014.01 - 2020.12
Client : British Telecom and Everything Every where (Onsite in UK and Offshore in Bangalore)
- Supported conversational systems, automation workflows, and system optimization.
- Performed system analysis and troubleshooting for large-scale platforms.
- Migrated Environments
Education
B. Tech - Electronics and Communication
Sri Padmavati University
India01.2013
Skills
- Cloud CX: Genesys Cloud
- On-Prem: Genesys Engage 7x/81 (Inbound, Outbound, Multimedia, Reporting)
- Integrations: AWS Lambda, Data Actions, Platform API, OAuth, basic Python
- Ecosystem: Intradiem, Glance Co-browsing, NICE WFM, Salesforce CRM
- Infrastructure: AWS,Edge Log Analysis, SIP/VoIP, Network Protocols, SQL
- Analytics: Flow Milestones, Outcomes, Performance Dashboards
- Operations: Skill-Based Routing (ACD), Queue Management, DIDs/Trunks
- Solution design
- Technical presentations
- Software development
Accomplishments
Received BT star Award for my exception work in my time with Bristish Telecom
REceived multiple Assosicate of the quarter in Cognizant Tcehnology Solutions
Certification
Genesys Cloud CX : Professional Certification
Genesys Cloud: AI – Digital Bots & Knowledge Certification
Timeline
Solution Engineer III
Capital Group
2024.06 - Current
Genesys Developer
Dexian
2024.03 - 2024.06
Genesys Lead Developer
SLK
2024.01 - 2024.03
IT Analyst
TCS
2021.01 - 2023.08
Associate Developer
Cognizant Technology Solutions
2014.01 - 2020.12
B. Tech - Electronics and Communication
Sri Padmavati University