Rama Velagapudi
McKinney,TX
Summary
Contact Center Solution Architect and Certified Genesys Cloud CX Professional with over 20 years of experience in the industry. Expertise lies in IVR Architecture and Omni Channel implementations, specifically designing and implementing IVR Applications with Natural Language Bots to improve customer experience. Proficient in integrating third-party systems and implementing contact center reporting solutions. Dedicated to delivering top-notch solutions that boost customer satisfaction and drive business success.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Sr. Principal Consultant / Sr. Solution Architect
Voxai Solutions
04.2018 - Current
- As contact center Architect, I migrated legacy contact centers and contact center applications from different on-prem platforms to Genesys Cloud and provided omni channel design for contact center migration
- Major Efforts included:
- Led Transition to Genesys Cloud: Spearheaded migration of large-scale contact center applications from on-premises systems to Genesys Cloud for federal customers across transportation, utilities, and healthcare sectors
- Cloud Integration & API Solutions: Delivered solutions for seamless integration of AWS/Azure Single Sign-On (SSO) with Genesys Cloud, ensuring secure API connectivity, call routing, and integration with Workforce Management (WFM) systems
- Payment Gateway Integration: Successfully implemented third-party payment gateway solutions, such as PCIPal, to securely handle IVR and agent payment processes, ensuring compliance with payment security standards
- Third-Party Tool Integrations: Integrated Survey Dynamix for IVR and agent surveys, as well as Pure Insights for historical and real-time reporting within Genesys Cloud
- Utilized Genesys Cloud APIs to create custom solutions and enhance customer experiences
- Agent & Omni-Channel Management: Managed agent configurations, queue setups, scheduling, and omni-channel interactions across SMS, chat, and email, optimizing performance within Genesys Cloud
- IVR & Bot Design Solutions: Designed and developed complex IVR applications with integrations for Google Dialog flow bots and Genesys Dialog Engine bots
- Led the creation of outbound campaigns across voice, chat, and email channels
- Voice Application Development: Designed, developed, and deployed speech-enabled voice applications for major banking and financial clients using Voice XML (VXML)
- Additionally, developed large-scale composer-based and Intelligent Automation (formerly Speech Storm) speech applications for utility and healthcare domains
- Natural Language Bot Integration: Built and integrated Natural Language bots using Google Dialog flow, connecting them with voice applications via Genesys Architect and Cloud CX
Team Lead, Lead Speech Application Developer
Genesys
10.2014 - 03.2018
- Joined in key managerial position, supervising speech application developers, and working closely with Architects across globe, delivering multiple complex contact center solutions
- As part of ININ / Genesys Professional Services team, worked with large customers from banking & financial, utilities, airlines & healthcare domains involved in design, development, and implementation of IVR Applications on ININ/Genesys PureConnect Platform
- Led team of professional IVR engineers from ININ/Genesys, providing guidance, mentorship and overseeing day-to-day operations and delivery
- Major Efforts included:
- Administrative responsibility for IT unit, including hiring and supervision of staff, budget, strategic planning, and management of day-to-day service desk operations as well as level three incident resolution and service level management
- Adept at translating business requirements into comprehensive and detailed call flow using Microsoft Visio, enabling developers to more efficiently develop IVR applications
- Developed and deployed various IVR applications on variety of platforms, including Genesys, SpeechStorm, Tellme
- Expert xml/Grxml grammar developer and diagnostic analyst
- Experienced with IVR Application Assessment and identify improvement opportunities
- Managed Incident and Change Management roles from development team, supporting managed services teams
- Provides customer support for all phases of implementation, including requirements documentation, design, analysis, deployment, and post-production support, and is experienced technical troubleshooter
Associate Consultant/Team Manager
Tata Consultancy Services
01.2006 - 09.2014
- As a vendor partner for a large, global financial organization, worked closely with the customer at the customer on-site location helping them build multi-lingual speech enabled IVR applications for NA/EMEA/JAPA regions
- Managed a group of large development team distributed geographically to deliver the seamless service and development support to customer
- Designed, developed, and implemented speech applications on multiple contact center platforms like Tellme, Holly & Echo
- Led a team of IVR developers from TCS, providing guidance, mentorship and overseeing the day-to-day operations and delivery
- Major Efforts included:
- Technical team management, Task Assignment, Performance review for direct reports
- Attend the Discovery Sessions and coordination with Business Teams to discuss the technical feasibility for the requirements provided by the business partners
- Design the call flows depicting the structured flow of the application and create the master scripts for the voice applications
Programmer Analyst
Realsoft India (Pvt) Ltd.
10.2004 - 12.2005
- As part of application development team, I worked on development of proprietary IVR applications that will schedule automated reminders and speech enabled auto attendant
- Major Efforts included:
- Participation in the design discussions
- Built the web user interface using JSP and Javascript
- Built the dynamic Voice XML Pages using JSP and Voice XML
Education
Master of Science - Information Systems
GITAM College of Engineering
03-2003
Bachelor of Computer Applications - Computer Science
Andhra University
03-2001
Skills
- Genesys Cloud CX
- Cloud CX Architect / Call Routing
- WFM / WEM / Outbound Campaigns
- Genesys Cloud APIs
- Omni Channel - SMS / Chat / Email
- NL Bots: Google Dialog flow/Genesys Dialog Engine
- AWS & Azure SSO Integrations
- 3rd Party Integrations with Genesys like PCIPal
- Genesys Composer/Genesys Intelligent Automation/VoiceXML
- Reporting / IVR Surveys
- Scripting: Javascript
Certification
- Genesys Cloud CX: Professional Certification
- Genesys Cloud CX: Architect Certification
- Certified VoiceXML Application Developer
- Trained on Google Dialog flow, Genesys Dialog Engine.
Technologyskills
Genesys Cloud CX (Pure Cloud), Genesys PureConnect (CIC), GVP (Genesys Voice Portal), TellMe, Holly, Cloud CX Architect, Composer 8.x, Genesys Intelligent Automation (IA / SpeechStorm / Genesys Application Automation Platform-GAAP), Google Dialog flow, Genesys Dialog Engine, Amazon Lex Bot, VoiceXML, JavaScript, Core Java, JDBC, HTML, XML, C, C++, MySQL, SQL Server, Oracle, Git, Serena, Maven, JIRA
Timeline
Sr. Principal Consultant / Sr. Solution Architect
Voxai Solutions
04.2018 - Current
Team Lead, Lead Speech Application Developer
Genesys
10.2014 - 03.2018
Associate Consultant/Team Manager
Tata Consultancy Services
01.2006 - 09.2014
Programmer Analyst
Realsoft India (Pvt) Ltd.
10.2004 - 12.2005
Master of Science - Information Systems
GITAM College of Engineering
Bachelor of Computer Applications - Computer Science
Andhra University
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