Shalini Saha

To track schedule and delivery adherence on projects execution and Operation using IPM+.
• Define the project planning and execution of Genesys version migration in phased approach without
impacting business operations.
• To help customer in defining their IT road map aligning to Business objectives.
• Risk and Issue Management and its mitigation plan execution.
• To define and execute continuous service improvement.
• Using Online Info Board, we can view the data about incidents of various priorities on daily bases
which made us to track the high priority issues to be tracked easily to save the SLA for various priority
cases.
• To ensure system availability is the top priority to ensure continuous business operations.
• Executed the customized Softphone set up and integration to CRM solution.
• Defined the deployment run book for major migration projects – Genesys Suite migration to 8.x,
Historical Reporting migration to Infomart and Interactive Insights, Migration of Genesys critical
applications to RHEL hosts from Windows OS, Security Layer, Access control implementation.
• Stakeholder and Customer Management using Infosys Global Agile principles.
• To eliminate personnel dependency and knowledge leak, IPSP is used to capture the details of incident
resolution for the support engineers to access and reduce incident management timelines.
• To lead monthly Governance Meetings with Program Managers and various stakeholders.
• To help the customer in knowing the latest and greatest trends in contact center to help them in
adopting for better business needs.
• Lead a team of developers for setting up Genesys product suite, internal/external integration, routing
development, reports creation.
• To design disaster recovery process and procedures.
• Executed the customized Softphone set up and integration to CRM solution.

To define security certificate methods and procedures for both internal and external integration touch
points.
• Responsible for daily and weekly status reports via Virtual Ops to update business teams and project
managers involved in difference aspects of the customized solution to make sure agreed upon
customized software solutions are timely delivered while also recommending changes to ensure
optimum efficiency through technology innovations.
• Responsible for Genesys and Avaya products for First Data’s infrastructure.
• Be a part of on-call support activity for high priority issues and participate in issues resolution when
needed.
• Using Infosys Forecasting tool, we monitor all the high priority incidents from different regions and
make sure to deliver the resolution in time to reduce the customer production impact.
• Design workshops with all IT stakeholders such as Security, Network, Telecom Carrier, Database,
Backend system teams to layout end to end architecture design with key integration touch points.
• Data in Transit and Data at Rest requirements review with Security and Compliance teams.
• Capture user stories from business stakeholders across LOBs.
• Detailed Use Case Document for orchestrating Omni channel experience across all the channels
covering Inbound Voice, Outbound Voice, Chat, SMS, Video, Social Media and Email.
• Build Technical Design Specification, Detailed Design Specification and Deployment Architecture
documents.
• Deploy the solution in Dev, Pre-Production and Production environments.
• Build analytics reporting views covering both real time and historical for business to make operational
decisions using Online Incident Dashboard.
• Bot training by tuning grammar rules, intents and recognitions.
• Bot’s self-correction API based on hours of operation, average wait time, queue metrics
• Creation of the detailed Test Plan and capture the Test Cases for each test scenarios.
• Execute Unit Testing by copying data to test environment using Log Copy Utility, Support both
Integration Testing and User Acceptance Testing, and fix defects.
• Scheduling regression tests for unmanned automation. MiTWA is being used extensively while
customizing the Genesys multimedia solution (call flows) and implementing them in production.
• To ensure that all the issues that may arise in the contact center platform are fixed with stipulated
amount of time.
• Troubleshooting any issues that may arise in the Contact Center Platform.
• Follow the stringent SLA for the incident resolution and Change management.
• Vendor management and co-ordination with other stake holders.
• Weekly meetings with both IT and Business Stakeholders to review the schedule, risks, design and
deployment overview.
• Regular show-and-tell will be arranged with customer stake holders to get their perspective and
concurrence on the progress of the solution.
• Sessions would be arranged with the Customer Technology team to help them migrate the existing
functions and features to the new application and environment.
• Consultations meetings would be scheduled with the customer business and technology team for
planning and delivery of new features as requested following the change management process.