Summary
Overview
Work History
Education
Skills
Websites
SUMMARY OF QUALIFICATIONS
Timeline
Generic

Ranjit V

Austin,TX

Summary

Experienced IT professional with 9+ years of industry experience, specializing in cloud-based contact center transformation and customer experience optimization. Skilled in full-cycle project implementation, including architecture design, IVR and bot development, system integration, and administration configuration. Holds multiple Genesys certifications and possesses strong problem-solving and leadership capabilities. Proven success delivering scalable solutions leveraging AWS, Dialogflow, and Genesys Cloud CX technologies.

Overview

11
11
years of professional experience

Work History

Genesys Cloud CX Developer

Waste Management (WM)
05.2025 - Current
  • Engaged in migration activities from Genesys PureEngage to Genesys Cloud CX, focusing on both voice and digital flows
  • Designed and delivered multilingual IVR and chatbot solutions using Genesys Architect, Dialogflow CX, and Genesys Bot Framework to create contextual and personalized customer journeys.
  • Engineered self-service bots leveraging NLU, intents, and utterances, enabling accurate query interpretation, entity extraction, and high self-service containment rates.
  • Built IVR flows with speech/DTMF recognition, multi-level menus, and dynamic routing, ensuring resiliency and ease of use for end customers.
  • Implemented Agent Assist and Agent Co-Pilot features, surfacing real-time recommendations and summarizations to agents to improve productivity.
  • Integrated IVR and chatbot flows with Salesforce, ServiceNow, and other backend systems using Genesys Data Actions and secure RESTful APIs for account lookups, case status, and updates.
  • Developed and tuned AI-powered self-service bots with NLU models, training intents, utterances, and entities for high recognition rates.
  • Applied Summarization AI to automatically generate concise post-call summaries, reducing agent after-call work (ACW) and boosting efficiency.
  • Developed personalized menu flows by using real-time customer context, API responses, and Genesys AI features like Intent Miner and Summarization.
  • Designed, tested, and optimized Genesys Cloud Bots and Google Dialogflow integrations with DTMF, ASR, and advanced NLU models.
  • Configured and deployed outbound dialer campaigns (rules, call analysis responses, contact list filters, DNC, and scripting) to maximize outreach efficiency.
  • Applied Workforce Engagement Management (WEM) capabilities, including recording policies, evaluations, and QA monitoring.
  • Created and maintained IVR scripts and customer self-service workflows across multiple channels (voice, SMS, email, surveys).
  • Provisioned and deployed resources with Terraform, streamlining Genesys Cloud CX environment setup.
  • Implemented SIP header and attached data transfer between IVR and agent desktop for contextual screen-pops.
  • Configured Genesys Cloud features such as WFM, QA policies, PureInsights, phone management, IAM, and SSO mapping.
  • Produced real-time routing strategies and in-queue flows (EWT) for inbound, outbound, SMS, chat, email, and survey channels.
  • Delivered end-to-end SDLC ownership, including requirements gathering, solution design, implementation, testing, deployment, and post-production support.
  • Built AI voice applications using AWS Polly for voice (WebRTC/VoIP), chatbots, and SMS channels integrated into Genesys Cloud CX.
  • Collaborated with customers on training and adoption, providing workshops and enablement sessions while earning Genesys certifications and hands-on exposure to AWS, SD-WAN, and VoIP technologies.
  • Recognized for delivering business value through analytical problem-solving, collaborative design sessions, and solution optimization to exceed client expectations.

Senior Software Engineer

GFT
01.2022 - 11.2023
  • Participated in contact center transformation roadmap, providing technical input on migration from Genesys Engage to Cloud CX.
  • Engineered modular IVR components (greetings, menus, authentication, error handlers) that could be reused across multiple flows, cutting development time by 30%.
  • Implemented data-driven IVR personalization, pulling customer information from APIs (account status, recent activity) to dynamically tailor menu prompts.
  • Built IVR failover and error-handling logic with retries, alternate routes, and escalation paths to improve resilience and reduce call drop rates.
  • Designed IVR regression test plans and automated test scripts to validate routing logic, API calls, and speech recognition accuracy before go-live.
  • Tuned IVR prompt pacing, barge-in settings, and input validation to reduce caller frustration and improve containment rate.
  • Engineered secure voice flows with advanced error handling, call treatments, and failover logic to improve reliability and customer experience.
  • Implemented SIP header and attached data transfer between IVR and agent desktop for contextual screen-pops.
  • Built callback, voicemail, and estimated wait time (EWT) flows to improve customer satisfaction during peak hours.
  • Developed data table–driven routing frameworks to allow faster changes without modifying Architect flows.
  • Mentored junior developers on Architect expressions, loop constructs, and advanced IVR building techniques
  • Conducted IVR and routing performance tuning, reducing average handle time (AHT) and improving SLA adherence.
  • Created Genesys Data Actions to integrate with REST APIs for balance checks, account validation, and real-time notifications.
  • Worked on PureConnect → Cloud CX coexistence strategy, ensuring smooth cutover with minimal downtime.
  • Delivered custom dashboards and alerts for supervisors using Genesys Analytics API and external BI tools.
  • Provided client demos and technical workshops, translating requirements into working prototypes in Architect

Genesys Cloud Application Engineer

BJSS
01.2020 - 12.2021
  • Responsible for design, configuration and implementation of Genesys cloud environment, and deployment to production by meeting business requirements. Working with the internal telecom team and infra groups to support Genesys cloud implementation, and ensuring necessary technical help is provided when connecting with business users and call Centre groups for implementation and support purposes, while also participating in business stakeholders’ meetings, orientation, and ongoing training of new IT staff as well.
  • Making use of agile technologies for IVR implementation on healthcare project-wise and Genesys cloud enablement by ensuring successful CRM integration, using rest APIs and developing routing strategies in Genesys Cloud architecture for Omni-channel flows or contacts, without leaving aside configuration of other Genesys cloud features to their full extent for successful deployment, and SDLC.
  • Created and managed Genesys Cloud queues, user profiles, divisions, roles, and permissions for access control and reporting segmentation.
  • Provisioned new users and assigned roles, licenses, and skills for accurate routing and workforce alignment.
  • Created and assigned wrap-up codes, scripts, and call handling rules within Genesys Admin.
  • Involved in Contact Centre Configurations like Telephony, Edges Trunks and Sites
  • Worked on Data Actions, Prompts and Variable in Genesys Pure Cloud.
  • Worked on Genesys SDKs for API development.
  • Involved in software testing, implementation, and post-implementation support.
  • Performed Genesys cloud SIT (Software integration testing) and UAT (User Acceptance testing).

Cloud Engineer

Sony Solutions
06.2014 - 10.2019
  • Design and develop Continuous Integration and continuous deployments with tools like GIT, Maven, Jenkins, and Ansible.
  • Installed, configured and Administrated of all UNIX/LINUX servers on Amazon Web.
  • Deployed and monitored scalable infrastructure on Amazon Web Services (AWS) & Configuration management using Ansible.
  • Writing Playbooks to manage configurations and automate the installation process for web Servers and application servers in AWS instances.
  • Worked on Amazon Web Services, creating & configuring of EC2 instances, virtual machines to configure with the elastic IPs, and worked on security groups to resolve firewall issues.
  • Good understanding of creating Images for EC2 instances.
  • Managing storage using Elastic Block Storage, S3, creation of volumes and snapshot Configuration.
  • Coordinate with Development, QA, and System/Infrastructure teams to ensure continuous Operation of build and deployment systems.
  • Supported project teams in Continuous Integration and Continuous deployment environments with Jenkins.
  • Maintenance and troubleshooting CI/CD systems.
  • Helped developers with version control system tasks such as branching, merging, and cherry-picking changes.

Education

Master of Science - Engineering Management

Trine University
Detroit, MI
05.2025

Bachelor of Technology - Computer Science & Engineering

Jawaharlal Nehru Technological University
Hyderabad
05.2013

Skills

  • Software Applications and Other skills: Amazon Connect (AWS), Genesys Cloud (PureCloud), IVR (Interactive Voice Response) routing, Amazon Lex, Amazon Polly, API integration, REST API, Web services, Postman, Genesys Cloud SIT (Software Integration Testing), Splunk, Pulse, Workforce Management (WFM), Workforce Engagement Management (WEM), Quality Management (QM), Microsoft Active Directory (AD), Single Sign-On (SSO), SharePoint, Apache, Troubleshooting, Microsoft Office, Office 365, Windows, Mac OS X, Azure DevOps (ADO), Case Management, NLU (Natural Language Understanding), Visio, Team Oriented, Problem Solving, Detail Oriented, Flexibility, Adaptability, Continuous Learning
  • Genesys Application Software: Speech Analytics, Omni-channel, Historical and real-time reporting, Analytics as a Service( A3S), Voice and chat, VoIP/SIP, IVR, Post Call Survey Architecture, Configuration, GenesysFramework, routing, Eservices, IWD, GRE, Composer, ORS, URS, GRAT, LDAP, HTTP(S), SIT testing, UAT testing, SIP & SBC knowledge, GVP, VOIP, Rest API, Web services API, Azure AD, Agile methodologies, Scrum, ADO (Azure DevOps), TCP/IP, Firewalls, Load balancing, NLU, Screen Pop, Call recording, natural language understanding (NLU), screen pop integrations, and call recording solutions Genesys Cloud CX Architect (Inbound/Outbound call flow design)

Websites

SUMMARY OF QUALIFICATIONS

  • Genesys Cloud CX Professional
  • Genesys Cloud CX Migration Explorer
  • Zoom Contact Center Administration
  • Zoom Virtual Agent Administration

Timeline

Genesys Cloud CX Developer

Waste Management (WM)
05.2025 - Current

Senior Software Engineer

GFT
01.2022 - 11.2023

Genesys Cloud Application Engineer

BJSS
01.2020 - 12.2021

Cloud Engineer

Sony Solutions
06.2014 - 10.2019

Master of Science - Engineering Management

Trine University

Bachelor of Technology - Computer Science & Engineering

Jawaharlal Nehru Technological University

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