IMPANAA LOKESH
Jersey City,NJ
Summary
- Professional with nearly 2.5 years of total experience in the Development, implementation, and management of Digital solutions with knowledge in CX (Customer Experience) solutions in business domains like Insurance.
- Focused on interacting with customers to identify the requirements and designing the solution to overcome objections. Seeking to take the next career step in a reputed organization dedicated to world-class quality.
Overview
2
2
years of professional experience
Work History
Application Development Engineer
Accenture
02.2021 - 07.2023
- Latest digital and AI innovation for supporting their customers 24/7, across channels (voice, Speech-enabled IVR, etc.) & Line of Business.Provided best–in–class enterprise routing makes the most of automated and assisted engagements.
- Experienced in creating data-driven End-to-end IVR & Routing contact center development flow in Genesys Designer.
- Handled requirement gathering and solution designing for clients. Building the Grammar (DTMF, Speech) to integrate with the IVR application.
- Experience in using Genesys onprem applications like GRAT, Genesys Administrator (GA), CME, SVN, and Agent Desktop.
- Experience in Genesys List Object, Genesys Recording (Screen, Voice), Business Attribute, Agent Setup, GAX. Migrating Legacy Contact Centre to cloud Platform (Genesys Pure Engage Cloud).
- Building the Grammar (DTMF, Speech) to integrate with the IVR application.
- Experience in the creation of VQs, VAG, and Scripting based skills on Genesys. IVR application flow designing, developing & integrating for different LOBs using Genesys Desig
Education
Master of Science (MS) - Information Systems
Pace University, Seidenberg School of Computer Science and Information Systems
05.2025
Bachelor of Engineering - Electronics and Communication
Malnad College of Engineering
Skills
- Platform: Genesys Engage Cloud
- Tools & GUIs: Genesys Designer, Genesys Administrator, GAX, GRAT
- Product Suits: Routing (Voice/eService), Callback, and WDE
- IT Skills: GRXML, MS SQL, MS Office, MS Excel, Power BI, JavaScript
- Operating Systems: MacOS, Windows, Linux
- Cloud Computing: AWS, Genesys Cloud, Microsoft Azure
- CI/CD Tools: GitHub, GitHub Actions, Helm, Docker
- Languages: English, Hindi, Kannada
Coursework
Python Programming | Database Management Systems (DBMS) & Data Structures | Information Systems Principles | Information Systems Design & Development | Business Data Communications | Big Data & Information Systems | Mathematics & Statistics | Cloud Computing | Coding with Java | Data Science & Data Visualization | Data Mining Applications | Machine Learning Algorithms | Artificial Intelligence | Research Project Seminar
Skills Expertise
Genesys Designer, Genesys Administrator, GAX, GRAT etc., Routing (Voice/eService), Callback, and WDE., GRXML, MS SQL, MS Office, MS Excel, Power BI, JavaScript., MacOS, Windows, Linux., AWS, Genesys Cloud, Microsoft Azure., GitHub, GitHub Actions, Helm, Docker., English, Hindi, Kannada., Insurance., Design, Development & Implementation in Pure Engage Cloud., True
Awards
- Commitment On Excellence Award
- The Extra Mile Award
- Trailblazer Award
Projects
Customer Relationship Management (CRM) System for Online Shopping Platforms, 10/2023 - 12/2023, Led a team of six to build a CRM system incorporating chatbots, cloud infrastructure, ER/AR for product visualization, consumer behavior analysis, order management, feedback analysis, call back & social media integration.
Volume Gesture Control, 10/2023 - 12/2023,
This Project uses artificial intelligence (AI) and hand gestures to create a volume control system using Python Programming. Utilized computer vision and machine learning algorithms to recognize and interpret hand gestures in real time.
Airline Data Analytics using AWS EMR and Hadoop 3/2023
Collaborated with a team of four to analyze and manipulate airline datasets from four consecutive years by running SQL queries in the HDFS directory to visualize the results by creating pie charts in Tableau.
Accomplishments
· Commitment On Excellence Award
· The Extra Mile Award
· Trailblazer Award
Timeline
Application Development Engineer
Accenture
02.2021 - 07.2023
Master of Science (MS) - Information Systems
Pace University, Seidenberg School of Computer Science and Information Systems
Bachelor of Engineering - Electronics and Communication
Malnad College of Engineering
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