Karthik Kumar
Sugar Land,TX
Summary
With over 17 years of expertise as a CTI/IVR Architect, I have extensive experience in Genesys Solution Architecture, Genesys Infrastructure Architecture, technical analysis, development, configuration management, defect triage, object-oriented analysis, software testing, validation, and process re-engineering within CRM and CTI domains. My proficiency extends to web-based and Client-Server applications, spanning diverse business sectors including Banking, Airline, Mortgage, Insurance, Sales, and Service Industries.
My involvement includes designing and redesigning Genesys Infrastructure, as well as crafting Genesys Call Flow Architectures. I have successfully implemented Genesys/Google integration using Google DialogFlow and GIA. I am adept at defining and documenting essential documents such as Business Requirement Document (BRD), Technical Design Document (TDD), Functional Design Document (FDD), System Design Document (SDD), and System Architecture Specifications (SAS).
I possess a comprehensive understanding of Gap analysis, risk analysis, and project planning. I have proven expertise in creating meticulous test plans, flowcharts, and systems requirements specifications, ensuring thorough coverage of all scope-related requirements in the technical specifications. My effective communication and interpersonal skills enable seamless interaction with stakeholders and senior management, allowing for the clear communication of business requirements to the technical team.
Overview
16
16
years of professional experience
Work History
Genesys Architect/Project Management
Waste Management
09.2013 - Current
- My Job in WM demands me building POC’s and implementing solutions depending on business needs, design custom routing process for each business, build custom Google DialogFlow and GIA Solution, document and knowledge share with the junior engineers and support engineers
- Collaborated with clients to develop customized architectural solutions, meeting their unique needs and preferences.
- Maintained strong communication with clients throughout the design process to ensure alignment between their vision and the final product.
Sr. Solution Architect
Wells Fargo
09.2012 - 09.2013
- My Position here as a Sr. Genesys Solution Architect requires me to Analyze, Architect, Design, Implement and test any new technology/call flows/business units/components that is being introduced into Wells Fargo, later document the process and approve it to be implemented in production and go live.
- Streamlined software development processes by implementing agile methodologies, enhancing project efficiency and reducing time to market.
Genesys Architect
United Airlines
11.2007 - 08.2012
- Started out as a CTI Developer and moved my way up to Genesys Architect/Principle CTI Engineer
- I had to assist in architecture design and develop VOIP Infrastructure using Genesys & Cisco UCM
- I was Tier 3 level Support for the Genesys Infrastructure
- I am involved in Designing Multimedia where agents can take Voice and Email Simultaneously
- Tier 3 Support for TDM, VOIP & Multimedia 24/7
- Assist with the Routing Strategies for Support Team
- I am extensively involved with the Merger Project between UA and Continental, where in we had to re-architect the Infrastructure to bring in Continental.
Education
Bachelors - Computer Science
Bangalore University
Masters - Computer Science
University of Illinois
Skills
- Building Code Compliance
- Systems Engineering
- Technical Architecture Design
- Design Development
- Technical Training
- Integrated Design
Accomplishments
- 6 MVP award in Last 8 years
- Multiple Business Appreciation for Implementing/Managing Projects.
- Self-serviced has saved us in Millions in reducing agent count.
Software Hardware Skills
- Genesys Solution (IVR, CTI, Multimedia/eServices)
- NICE
- Variant
- NOD
- TellMe
- VoiceGenie
- Vocal Password
- ACD
- Speechworks
- MS Visio
- F5
- MS-PROJECT
- C
- C++
- Java
- Visual Basic
- SQL
- MS Windows NT/98/2000/XP
- UNIX
- DOS
- Net
- ASP
- HTML
- MS Front Page
- Flash
- Adobe Illustrator
- Adobe Photoshop
- MS Paint
- Oracle Discoverer
- Crystal Reports
- Oracle 8i/9i
- MS SQL Server 7
- MS Access
- DB2
- MySQL
- MS Word
- MS Excel
- Siebel
Training
- Genesys MCR
- Genesys SIP
- Genesys Composer
- Genesys iWD
- Genesys Email
- Genesys Framework
- Genesys Advanced Routing
- Genesys GIA
- Genesys Cloud Administrator
- Genesys Cloud Architect
- Genesys Cloud Implementation
Hobbies
Enjoy playing Chess, Cricket & Tennis, I travel for Food and like to Cook.
Languages
English
Native or Bilingual
Hindi
Full Professional
Kannada
Native or Bilingual
Telugu
Full Professional
Tamil
Professional Working
Timeline
Genesys Architect/Project Management
Waste Management
09.2013 - Current
Sr. Solution Architect
Wells Fargo
09.2012 - 09.2013
Genesys Architect
United Airlines
11.2007 - 08.2012
Bachelors - Computer Science
Bangalore University
Masters - Computer Science
University of Illinois
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