PAUL PRAKASH BALIJEPALLI
Memphis,TN
Summary
6+ years of extensive experience in Contact Center Service Delivery and IT operations, I have gained proficiency in various platforms including Genesys PureCloud, Genesys BYOC Cloud/On-premises edge deployment, Genesys Pure Engage-Composer Routing Development, Amazon Connect Contact Center, Five9 Contact Center, RingCentral Contact Center, and NICE CXone Contact Center. My expertise lies in maintaining Contact Center applications across diverse industries such as Healthcare, Banking, Insurance, and IT domains. PROFESSIONAL SUMMARY With over 6+ years of experience in Application Engineering & Support within Voice and Production Support Environments Proficient in Genesys PureCloud implementation, API integrations, and Architect flow development for multi- channel communication. Skilled in creating and deploying Warheads, as well as deploying BYOC On-Prem Edge deployments. Experienced in troubleshooting SIP logs and IP Telephony Protocols. Well-versed in BYOC Cloud Edge deployments and collaborating with SIP providers worldwide. Involved in migrating Genesys Pure Connect to Genesys Cloud. Proficient in Contact Centre Technology, including Genesys, IVR, and Verint Screen and Call Recordings. Hands-on experience with Genesys framework 8.1, including Reporting, Configuration, and Contact Centre infrastructure setup and support. VOIP Management: Engaged in managing VOIP (Voice over Internet Protocol) systems, encompassing configuration, maintenance, and troubleshooting of VOIP-related issues.
Overview
6
6
years of professional experience
Work History
Solution Architect
Uptek Systems, Cloud
10.2023 - 07.2024
- Handling Incident Management checks, bridge calls, tickets Root cause Analysis reviews, and providing data to Senior management
- Maintaining various contact center applications used by different businesses
- Performing daily health checks of Genesys, Nice applications, and monitoring Contact center applications and servers
- Responding to Service Requests from customers for technical support within SLA
- Working on Genesys Framework, SCI, CME, Genesys URS, NRS, T-server, and triaging logs based on issues
- Addressing Agent Softphone/Hard phone issues and escalating when necessary
- Assisting with Agent additions and providing patching support for Genesys Servers
- Handling Unix Servers for Nuance and IVRs, verifying logs, and Reporting to the Middleware team for IVR Function verification
- As a Five9 contact center administrator, responsible for profile creation, campaign creation, and providing access to agents and supervisors
- Responsible for configuring and maintaining the Five9 contact center system, including user accounts, call flows, IVR menus, and routing rules
- Managing user accounts and permissions, defining user roles and permissions, and ensuring appropriate access to system features
- Designing and implementing call routing strategies and managing call queues to ensure efficient call distribution among agents
- Generating and analyzing reports on contact center performance metrics to identify areas for improvement and make data-driven decisions
- Monitoring the contact center system for issues and troubleshooting technical problems promptly
- Providing training and support to contact center agents and supervisors and ensuring compliance with regulatory requirements and security standards
- In Amazon Connect Contact Center administrator, responsible for troubleshooting and resolving issues within the Amazon Connect environment, configuring the platform to meet organizational needs, optimizing system performance, providing user support and training, ensuring compliance and security, monitoring performance metrics, managing integrations, and generating reports
- Similarly, as the RingCentral Contact Center administrator, responsibilities include managing user accounts, configuring settings, troubleshooting technical issues, monitoring performance, managing integrations, providing support and training, ensuring compliance and security, and generating reports
- Additionally, as a NICE CXone Contact Center administrator, my duties involve managing user accounts, configuring settings, troubleshooting issues, monitoring performance, managing integrations, providing support and training, ensuring compliance and security, and generating reports
- In my tenure at the Genesys Contact Center, I fulfilled dual roles as an administrator and architect
- In my administrative capacity, I undertook tasks such as profile, queue, and skill creation
- This involved meticulously crafting individual schedules and linking them to schedule groups
- I also managed the allocation of Genesys Direct Inward Dialing (DID) ranges, ensuring seamless mapping to individuals, queues, and call flows
- Encountering issues where users were unable to place or receive calls, I adeptly tackled authentication challenges and rectified call routing discrepancies
- Employing Wireshark, I delved into log data, scrutinizing SIP traces such as 100 RINGING, 180 RINGING, and 200 OK ACK, ensuring successful call connections
- In my capacity as an architect, I orchestrated the design of various call flows, encompassing inbound, outbound, secure, and in-queue scenarios
- My expertise in in-queue call flows facilitated the establishment of callback services and voicemail functionalities
- I meticulously handled sensitive data in secure call flows, ensuring compliance with confidentiality protocols while seamlessly integrating them into primary inbound call flows
- My proficiency extended to integrations, including OAuth single sign-on and the seamless incorporation of Amazon Lex chatbots
- Additionally, I spearheaded the integration of Amazon Polly for voice bot functionalities, enhancing the contact center's capabilities in voice recognition and text-to-speech
- In a previous project involving migration from PureConnect to PureCloud, I orchestrated a seamless transition
- This encompassed tasks such as bulk uploading user data, queue and skill configuration, and the design of complex menu options and sub-menu flows
- Rigorous testing ensured accurate responses upon dialing designated DID numbers via Genesys Cloud
- When modifications were necessitated, particularly in call flows requiring screen pops, I adeptly navigated to the administrative scripts, designing, and implementing tailored screen pop options to empower agents with essential customer information
- Moreover, my involvement in bot integrations was significant, particularly in configuring Amazon Lex chatbots
- Collaborating closely with Amazon resources, I obtained ARNs and seamlessly integrated them into Genesys Cloud, crafting intricate bot flows and slot configurations to facilitate streamlined interactions with customers
- Finally, my involvement in integrating Amazon Polly was pivotal
- Following installation from Genesys AppFoundry
- I meticulously configured and activated the integration within Genesys Cloud, ensuring seamless incorporation of the text-to-speech engine
- Transitioned from PureConnect on-premises to Genesys Cloud, and during this migration, I focused on adapting interaction attendant call flows to the new environment
- This involved collaborating with third-party vendors to ensure seamless integration and accurately mapping Toll-Free Numbers (TFN) and external Direct Inward Dialing (DID) numbers in the data table
- Communication with stakeholders was paramount throughout this process, as I worked on designing call flows using Visio documents and guiding clients through the roadmap
- Responding to customer requirements, I iteratively refined call flows, ensuring alignment with evolving needs
- Additionally, I liaised with carrier providers and collaborated with the API team to implement REST-based APIs
- Configuring these APIs in Genesys Cloud's data actions was part of my responsibilities
- I meticulously reviewed API functionality using tools like Postman and Swagger applications to ensure optimal performance
- In the realm of digital chat, authentication was a critical step before connecting customers with agents
- I developed deployment keys, organization IDs, and Genesys Cloud URLs, which were integrated into JavaScript code
- This customization allowed for seamless authentication processes within the chat interface
- Furthermore, I facilitated the deployment of this JavaScript to the web development team, providing clear instructions for their configuration on the web platform
- Subsequently, I would generate test cases and Jira stories for sprint cycles
- Before proceeding with the Go-live phase, we executed User Acceptance Testing (UAT) to validate that all components were functioning seamlessly and without any hitches
- In the event of any issues surfacing, we promptly debugged them, ensuring swift resolution before deployment
- Overall, my experience underscores a comprehensive understanding of Genesys Contact Center functionalities, encompassing administration, architecture, troubleshooting, and integrations, thereby contributing significantly to operational efficiency and customer satisfaction
- As the RingCentral Contact Center administrator, Responsibilities encompass a range of crucial tasks aimed at optimizing the platform's performance and ensuring seamless operation
- Includes managing user accounts, involved in creating new users, assigning permissions, and overseeing user roles
- Additionally, configuring various settings within the system to meet organizational needs, such as setting up call flows, defining IVR menus, and managing agent availability
- Responsible for diagnosing and resolving technical issues and operational challenges that may arise, including connectivity problems, call routing issues, or performance concerns
- Monitoring the performance of the contact center is vital, where you'll track key metrics like call volumes and agent productivity to identify areas for improvement
- Managing integrations with other systems and applications is essential for seamless operation, requiring you to configure API integrations and troubleshoot integration issues
- Providing training and support to contact center agents and supervisors is crucial for maximizing their effectiveness, while ensuring compliance with regulatory requirements and maintaining platform security is paramount
- Finally, generating and analyzing reports on contact center performance metrics plays a vital role in evaluating operations and identifying areas for enhancement, including service levels and customer satisfaction scores
- As a NICE CXone Contact Center administrator: Encompasses a diverse set of responsibilities aimed at ensuring the efficient operation of the contact center
- Managing user accounts and permissions within the CXone platform, overseeing the configuration of system settings to align with organizational requirements, and troubleshooting any technical issues or operational challenges that may arise
- Handling tasked with monitoring the performance of the contact center, tracking key metrics such as call volumes and agent productivity to identify areas for improvement
- Additionally, Responsible for managing integrations with other systems and applications to facilitate seamless operation
- As well as providing training and support to contact center agents and supervisors to optimize their use of the CXone platform
- Ensuring compliance with regulatory requirements and maintaining platform security are also essential aspects of your role
- Finally, generating and analyzing reports on contact center performance metrics will be critical for evaluating operations and making informed decisions to enhance overall efficiency and customer satisfaction
- VOIP Management: Engaged in managing VOIP (Voice over Internet Protocol) systems, encompassing configuration, maintenance, and troubleshooting of VOIP-related issues
- Troubleshooting Expertise: Proficient in troubleshooting various VOIP issues, including but not limited to call quality, connectivity, and configuration problems
- Protocol Understanding: Demonstrated competence in handling TCP (Transmission Control Protocol) and UDP (User Datagram Protocol) protocol issues within the VOIP infrastructure
- Emergency Services Configuration: Involved in the setup and configuration of Emergency 911 services within the Genesys Cloud platform, ensuring compliance with regulatory requirements and effective emergency response capabilities.
Senior Genesys Engineer
AETAS SOFTWARE SOLUTIONS Pvt Ltd
11.2021 - 01.2023
- This project defines design/development of IVR solutions that involves digital support solutions and configuring the contact center for a Life sciences project for EMEA
- Creating Agents profile and call routing strategies
- Collaborative technologies include Interaction Administrator, Interaction Attendant, Interaction client, Interaction supervisor.
- Troubleshooting Expertise: Proficient in troubleshooting various VOIP issues, including but not limited to call quality, connectivity, and configuration problems
- Protocol Understanding: Demonstrated competence in handling TCP (Transmission Control Protocol) and UDP (User Datagram Protocol) protocol issues within the VOIP infrastructure. Emergency Services Configuration: Involved in the setup and configuration of Emergency 911 services within the Genesys Cloud platform, ensuring compliance with regulatory requirements and effective emergency response capabilities.
- Proficient in customizing Historical reporting and resolving Genesys T-server calls and Agent level issues. A team player with strong communication, interpersonal, analytical, and problem-solving skills. Experienced in implementing Contact Centre solutions on the Genesys platform.
- Conducting daily health checks and troubleshooting IVR, Genesys, and Verint Call recording/Screen recording issues. Participating in Server Patching Activities and coordinating with multiple teams while monitoring SLAs.
- I have been involved in various tasks related to user management and system maintenance. Performed creating user accounts, setting up extensions, assigning DIDs, and updating computer names using Interaction Administrator.
- I have also troubleshooted issues at both user and supervisor levels, as well as addressed call disconnection problems. Regular maintenance tasks such as monthly reboots and server status checks have been part of my responsibilities. Additionally, I have experience in configuring scheduled reports, modifying user settings, and adjusting report destinations and frequencies.
- I am proficient in using applications like Scheduled Report Client to manage reports effectively. Daily tasks involve resolving tickets related to SIP configurations, account management, IVR call flows, workgroups, skills, and scheduled reports.
- I also conduct daily health checks on the system. Furthermore, I have expertise in smoke testing applications after maintenance activities or server patching.
Genesys Engineer
IStream Technologies Pvt Ltd
07.2020 - 10.2021
- This project defines design/development of IVR solutions that involves digital support solutions and configuring the contact center for a Life sciences project for EMEA
- Creating Agents profile and call routing strategies
- Collaborative technologies include Interaction Administrator, Interaction Attendant, Interaction client, Interaction supervisor
- Involves Schedule Reports Configuration configuring scheduled reports, modifying user settings, and adjusting the frequency and destination of reports
- I have experience with tools like 'Scheduled Report Client' applications
- Additionally, I address daily tickets related to SIP configurations, account management, IVR call flows, scheduling, workgroups, skills, and scheduled reports configurations
- Regular health checks are also conducted.
- I am skilled in testing IVR call flows and have adequate knowledge of Genesys administrator, Interaction Desktop Client, and Interaction Centre Business Manager for statistics and reporting.
- I am familiar with SAP CRM and Genesys Pure Connect integration configuration, including email-to-case routing. In terms of troubleshooting, I have experience in resolving issues related to SAP CRM and Genesys integration, email- to-case routing, and group-routed work items. I am knowledgeable about CHAT functionality in Genesys and have worked on customer chat initiation to Genesys Pure Connect chat windows. Moreover, experienced in analyzing production logs for troubleshooting purposes and have been involved in OS and Genesys application upgrades.
- I regularly resolve day-to-day user access issues and am well-versed in Genesys and Verint integration configuration. I handle both on-premises and cloud-based issues for Pure Connect and am skilled in analyzing notifier, TS server, and Remoco logs using Long Lion Application.
- I also have expertise in user creation in Verint and understand the data flow from Genesys to Verint for adherence, recording, and speech analytics. Additionally, I have experience in call recording, desktop, and process analytics on user machines. I troubleshoot screen recording and live monitoring issues, as well as fix user profile/access issues from the database end.
- Furthermore, I am familiar with customer feedback and speech analytics modules on Verint and regularly perform health checks and testing. I have adequate knowledge of WFM setup and configuration utility, and I resolve adherence and pulse-related issues. As a point of contact in the offshore team, I handle high-priority production issues and outages for both applications. I possess Application Testing knowledge and experience in smoke testing applications after maintenance or server patching activities.
- Specifically, I test IVR call flows using tools like Genesys administrator, interaction desktop client application, and Interaction Centre business manager. I also have expertise in SAP CRM and Genesys Pure Connect integration configuration, as well as email-to-case routing in Genesys. have hands-on experience with Troubleshooting Experience in troubleshooting issues related to SAP CRM and Genesys integration, including email-to-case routing problems.
- Additionally, I'm familiar with group routed work items, such as GMB emails to Genesys routing, and have knowledge of chat functionality in Genesys, including initiating customer chats in the Genesys Pure Connect chat window. I possess the ability to analyze Log Analysis and System Upgrades, production logs using log viewers for troubleshooting purposes.
- I have been involved in operating system and Genesys application upgrades and have extensive experience in testing call flows, emails, and chat applications after upgrades. I resolve day-to-day issues User Access Management related to user access and have a strong understanding of Genesys and Verint integration configuration. Additionally, I work on issues related to Pure Connect on-premises and cloud-based environments, analyzing logs from notifiers, TS servers, and Remoco.
- I have knowledge of Verint Integration and Analytics, user creation in Verint and understand the data flow from Genesys to Verint for adherence, recording, and speech analytics. Furthermore, I have experience in call recording, desktop, and process analytics on user machines and troubleshooting screen recording and live monitoring issues.
- I possess knowledge of Customer Feedback and Speech Analytics, customer feedback and speech analytics modules in Verint and have experience conducting health checks and testing on Verint. I also have adequate knowledge of workforce management (WFM) setup and configuration utility, as well as fixing adherence and pulse-related issues.
- Additionally, I serve as the point of contact (POC) in the offshore team for all high-priority production issues and outages for both applications.
Associate Consultant
Softpoint Technologies Pvt Ltd
06.2018 - 06.2020
- Moreover, I am experienced in analyzing production logs for troubleshooting purposes and have been involved in OS and Genesys application upgrades
- I regularly resolve day-to-day user access issues and am well-versed in Genesys and Verint integration configuration
- I handle both on-premises and cloud-based issues for Pure Connect and am skilled in analyzing notifier, TS server, and Remoco logs using Long Lion Application, Maintenance of Contact Center Applications: Responsible for maintaining various contact center applications used by different businesses on a day-to-day basis
- Conduct daily health checks of Genesys and Nice applications
- Application Monitoring: Monitor the different contact center applications to ensure their sound health and performance, including server monitoring
- Service Request Response: Respond promptly to service requests created by customers, ensuring technical support is delivered within the agreed service level agreements (SLA)
- Genesys Framework Expertise: Worked extensively on the Genesys Framework, including components such as SCI, CME, Genesys URS, NRS, T-server, and Stat servers
- Triage logs based on identified issues
- Agent Softphone Management: Address and escalate agent softphone issues as needed, ensuring effective resolution
- Real-Time Reporting: Handle agent real-time reports using CCPluse+, ensuring accurate and timely insights into contact center operations
- CTI Server Patching: Perform patching activities for Genesys CTI servers on both Windows and UNIX servers
- Agent Support: Provide support for agent additions and patching on Genesys servers, including troubleshooting on Unix servers for Nuance and GVP IVRs
- Change Management: Raise change requests as per subject matter expert (SME) guidelines and update accordingly & Incident Management: Perform incident management checks and track SLA adherence for self-tickets
- Application Failure Resolution: Monitor, analyze, and resolve failures of Genesys applications, ensuring uninterrupted contact center operations
- Real-Time Reporting: Handle agent real-time reports in CCPluse+ for comprehensive insights into contact center performance
- Application Understanding: Proficient in understanding and analyzing various applications used in the contact center environment
- Agent Profile Management: Add and create agents' profiles with sample ID/mirror ID, ensuring accurate configuration
- Composer Designing: Possess good knowledge of Composer for designing call flows and declaring variables, with experience in designing call flows using Genesys Intelligence Automation Application
- Documentation Maintenance: Maintain knowledge documentation and project documentation for reference and future use & Patching Activities Involved in monthly scheduled patching activities for system maintenance and updates
- Configuration Management: Configure the contact center in both Genesys and Verint environments, ensuring seamless integration and functionality
- IWS Troubleshooting: Troubleshoot IWS (Interactive Workspace) for media errors or out-of-service issues, ensuring uninterrupted agent performance
- Validation and Access Management: Perform Genesys/Verint validations and provide inbound/outbound access to agents, as well as privileged access to supervisors
- Additionally, handle SAP Business Objects Reports and possess in-depth knowledge of the Genesys Framework
Education
Master of Science - ITISM
Campbellsville University
Louisville, KY05.2024
Skills
- TECHNICAL SKILLS
- Operating system: Windows, Linux, Ubuntu, Unix
- Networking: Routing, Switching, TCP/IP, IPv4, IPv6, Subnetting, LAN, SIP, IVR, Dialer, VoIP, VLAN
- Technology Expertise: Proficient in Genesys Pure Cloud/CX Cloud, Genesys Pure-Engage, Genesys Framework, Genesys Pure-Connect, Verint, NICE, Salesforce, and CRM systems, as well as Amazon Connect and Five9 Contact Center platforms
- Technical Skills:
- Skilled in Unix, Microsoft SQL, Linux Oracle SQL, JIRA, and Kubernetes
- Experienced with ticketing tools such as BMC Remedy, ServiceNow, and Jira for efficient issue tracking and resolution Proficient in programming languages including JSON, HTML, CSS, and JavaScript
- Applications Mastery: Well-versed in Configuration Management (CME), Unified Cisco Communication Manager (UCCE), Customer Information View (CIV), Solution Control Interface (SCI), and CCPluse
- Familiar with Genesys Framework, SQL, Verint, NICE, CRM, Salesforce, GAX, GA, Salesforce Lighting, Netcool, Graphana, Visual Studio, Interaction Routing Designer, Composer, Eclipse, Genesys App Automation Platform (GAAP), and Genesys Intelligent Automation
- Skilled in SOAP UI, Interaction Workspace, Workspace Desktop Edition, Splunk, and Pure Connect On-premises Proficient in Interaction Administrator, ICBM, Interaction Desktop, Interaction Attendant, and Pure Cloud
- Familiar with Swagger Application, Development Hub Application, POSTMAN Application, Nuance, Spear line & eMIT, UCCE, and Mitel systems
Timeline
Solution Architect
Uptek Systems, Cloud
10.2023 - 07.2024
Senior Genesys Engineer
AETAS SOFTWARE SOLUTIONS Pvt Ltd
11.2021 - 01.2023
Genesys Engineer
IStream Technologies Pvt Ltd
07.2020 - 10.2021
Associate Consultant
Softpoint Technologies Pvt Ltd
06.2018 - 06.2020
Master of Science - ITISM
Campbellsville University
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