Sindhu D Pedparolu
Dallas,TX
Summary
- 8+ years of comprehensive experience in Contact Center Service Delivery and IT operations, I have developed a high level of proficiency across multiple platforms. These include Genesys PureCloud, Genesys Pure Engage-Composer Routing Development, Amazon Connect Contact Center and Five9 Contact Center.
- Experience in Information Technology and Application Support.
- Extensive exposure to Genesys PureCloud, Genesys PureEngage, and PureConnect.
- Proficient in PureCloud topology, encompassing sites, Edge groups, dial plans, and base configuration for WebRTC, SIP, Remote, and Polycom phones.
- Hands-on experience in configuring WebRTC, SIP trunks, enabling call recording, and troubleshooting telephony and agent-level issues.
- Skilled in generating real-time and historical reports.
- Functioned as an Application Analyst supporting multiple applications within Enterprise Contact Center environments.
- · Managed database queries, server and application installations, system and LAN issues.
- Verified application logs, analyzed system issues, and escalated as necessary.
- Ensured stability of core application components (e.g., Genesys Database, CTI, IVR, Aspect servers) through regular maintenance and restarts.
- Monitored, analyzed, and resolved failures in Genesys Applications.
- Operated Verint applications for monitoring agent call recordings, screen captures, and transcriptions.
- Monitored adherence pulse and DPA for agents and Workgroups in Verint.
- Provided patching support for critical contact center tools and applications.
- Conducted process training for new team members and provided shadowing during their learning phase.
- Provided feedback to team members during training and reported performance to managers.
- Proficient in understanding and analyzing various applications.
- Performed Incident Management checks and tracked SLAs for self-tickets.
- Acted as a single point of contact for handling escalations and process-related queries in the absence of the manager on the floor.
- Conducted Service Desk calls, reviewed RCA for tickets, and conducted effective one-on-one sessions with direct reports, providing data to management.
Experienced in troubleshooting SIP logs and IP Telephony Protocols, with involvement in migrating Genesys Pure Connect to Genesys Cloud. Proficient in customizing Historical reporting and resolving Genesys T-server calls and Agent level issues. - As a team player, I excel in communication, interpersonal relations, and possess strong analytical and problem-solving skills. I bring extensive experience in implementing Contact Centre solutions on the Genesys platform, conducting daily health checks, and troubleshooting IVR, Genesys, and Verint Call/Screen recording issues.
- I actively participate in Server Patching Activities, liaising with multiple teams to ensure SLAs are met. I handle Incident Management checks, bridge calls, perform Root Cause Analysis reviews, and provide critical data to Senior management.
- I maintain various contact center applications across different businesses, ensuring their operational integrity through daily health checks of Genesys applications and monitoring Contact center applications and servers. I am adept at responding to Service Requests from customers for technical support within SLAs.
- Furthermore, I have demonstrated expertise in BYOC Cloud Edge deployments. As a Five9 contact center administrator, I am responsible for profile and campaign creation, and providing access to agents and supervisors. I configure and maintain the Five9 contact center system, manage user accounts and permissions, define user roles, and ensure appropriate access to system features.
- I design and implement effective call routing strategies, manage call queues for optimal agent distribution, and generate insightful reports on contact center performance metrics. Proactive monitoring of the contact center system allows me to promptly troubleshoot technical issues and provide comprehensive training and support to contact center agents and supervisors, ensuring compliance with regulatory requirements and security standards.
Overview
8
8
years of professional experience
Work History
Senior Call Center Technology Specialist
DTFS - Daimler Truck Financial Services
Fort Worth, TX
09.2022 - Current
- Skilled in configuring agents, voicemail settings, and making routing adjustments
- Experienced in administering Genesys Cloud, including profile creation, health checks, queue setup, wrap-up codes, skill management, site configuration, and DID assignment
- Hands-on experience with configuring Datable and WebRTC phones, managing call routing, and utilizing Architect features such as audio IVR prompts, logical decisions, loops, data actions, and call input mechanisms
- Proficient in designing IVR call flows and menu options tailored to client needs, both for inbound and outbound calls
- Knowledgeable in designing IVR In-Queue call flows for callback services and voicemails
- Also experienced in integrations and troubleshooting WebRTC access phone issues
- Familiar with Data actions, Single Sign-On, Screen Pop, OAuth, and Email & Chat Configuration
- Experienced in managing tasks and incidents related to user issues, including call difficulties
- Skilled in designing and implementing roles, permissions, and managing licenses
- Proficient in Workspace management and utilizing Audit reports and Audit Viewer
- Capable of troubleshooting console logs and network logs, and adept at opening cases with Genesys related queue issues
- Experienced in providing cloud access to Users and Supervisors.
Genesys Pure-Cloud: Engineer
PSECU
Pennsylvania, PA
05.2021 - 08.2022
- Led the implementation of Genesys PureCloud from inception, configuring voice, chat, call recording, voicemails, and enabling WFH functionalities
- Extensive expertise in IP Telephony and SIP, collaborating with service providers on number porting, call redirections, and troubleshooting SIP logs
- Deployed edge devices across multiple data centers spanning APAC, NA, and EMEA regions
- Configured SIP trunking, WebRTC, and Sip softphones to optimize communication setups
- Designed PureCloud topology including sites, Edge groups, and dial plans, with base configurations for WebRTC, SIP, Remote, and Polycom phones
- Proficient in troubleshooting voice and network issues, addressing line disruptions and network outages promptly
- Managed Agent configurations, voicemail setups, and routing adjustments
- Facilitated Agent profile creation and deployment of WebRTC on cloud environments
- Solid understanding of SIP trunk functionalities
- Sound knowledge of Workforce Management (WFM) systems
- Experienced in Workspace, Audit report usage, and Audit Viewer
- Troubleshot WebRTC access for phones and managed Genesys queue-related issues
- Provided cloud access to Users and Supervisors, ensuring seamless operational continuity
- Expertise in troubleshooting console logs and network logs for rapid issue resolution
- Familiarity with Survey Dynamix for effective customer feedback management
- Proficient in Interaction and My Performance platforms
- Managed tasks and incidents related to user issues, including challenges with hearing, making, or taking calls
- Addressed Genesys Desktop Application and Genesys Cloud browser issues through effective troubleshooting
- Implemented and managed outbound dialer modes such as predictive, progressive, preview, and agentless
- Extensive knowledge of Campaigns and calling list management practices.
Product Engineer
AT&T
Hyderabad, Telangana
12.2019 - 04.2021
- Responsible for maintaining various contact center applications used across different businesses on a daily basis
- Conduct daily health checks of Genesys applications
- Monitor the health and performance of different contact center applications and servers
- Respond promptly to service requests from customers, ensuring technical support is delivered within SLA
- Experience with Genesys Framework, SCI, CME, Genesys URS, T-server, and Start servers
- Address Agent Softphone issues and escalate as needed
- Utilize Agent Real-time Reports on CCPulse+ for monitoring and analysis
- Manage patching of Genesys CTI servers on both Windows and UNIX platforms
- Perform Agent additions and provide patching support for Genesys Servers
- Administer Outbound Access and Email Center (EMC), add agents to CCPulse groups, and report to Middleware team for Genesys Function verification
- Troubleshoot issues with Genesys Desktop Application and Genesys Cloud browser
- Implement and manage outbound dialer modes such as predictive, progressive, preview, and agentless
- Proficient in Campaign management and calling lists
- Conduct Genesys Health checks and provide Level 1 support troubleshooting
- Solid understanding of Genesys Cloud
- Knowledgeable in SIP, Trunks, Edges, and WebRTC phones
- Skilled in creating user profiles in Cloud and assigning roles
- Familiarity with Cloud Reporting and troubleshooting basic user cloud issues.
System Engineer
Unisys
Hyderabad, Telangana
06.2016 - 12.2019
- Addressing daily tickets involving SIP configurations, account management, IVR call flows, scheduling, workgroups & skills, and scheduled reports, along with conducting daily health checks
- Proficient in conducting smoke tests post-application maintenance or server patching activities
- Extensive experience testing IVR call flows with proficiency in Genesys Administrator, Interaction Desktop Client application, and Interaction Center Business Manager for statistics and reporting
- Familiarity with SAP CRM and Genesys Pure Connect integration configuration, including Email to Case routing in Genesys
- Hands-on experience troubleshooting SAP CRM and Genesys integration issues, particularly Email to Case routing
- Analyzing customer requirements, evaluating technology options, and developing strategies and recommendations for Call Center customers
- Experience with Group routed work items such as GMB emails to Genesys routing
- Knowledgeable about CHAT functionality within Genesys, managing customer chat initiation to Genesys Pure Connect chat windows
- Configuration of scheduled reports, user modifications, and adjusting report destinations and frequencies, including updating interaction reports from ICBM
- Proficient in using 'Scheduled Report Client' applications for report management
- Basic proficiency in reading production logs for troubleshooting using a log viewer
- Involved in OS and Genesys application upgrades, testing call flows, emails, and chat applications for business continuity
- Resolving day-to-day issues related to user access
- Developed and implemented custom CCpulse+, CC Analyzer, and Call Concentrator solutions
- Proficient in Genesys and Verint integration configuration
- Experience in troubleshooting Pure Connect issues in both on-premise and cloud-based environments, analyzing notifier, TS server, and Remco logs
- Handling cloud cases and services for multiple customers
- Expertise in user creation in Verint and understanding data flow from Genesys to Verint for adherence, recording, and speech analytics
- Experience with call recording, desktop analytics, and process analytics on user machines
- Good knowledge of troubleshooting screen recording and live monitoring issues, including IP address registry fixes
- Resolving user profile and access issues from the database end
- Knowledgeable about customer feedback and Speech Analytics modules on Verint, with experience conducting health checks and testing
- Adequate knowledge of WFM setup and WFM Configuration Utility
- Resolving adherence and pulse-related issues
- Serving as the POC in the offshore team for all high-priority production issues and outages for both applications.
Education
Bachelor of Technology - Information Technology
Gokaraju Rangaraju Institute of Engineering & Tech
Hyderabad05-2016
Skills
- Technology - Five9 ADT and ADP,Genesys Pure Cloud, Genesys Pure-Engage, Genesys Framework, Genesys Pure-Connect, Five9 and CRM
- Technical Skills - Oracle, MS-SQL, Genesys Scripting
- Applications - Five9-ADP, ADT , VCC , Genesys Framework, CRM, GAX and GA and Pure connect On-premise and Interaction Administrator, Interaction Desktop and Pure cloud (CX), JIRA
- OS- Windows 7 - Windows 10, Linux
Timeline
Senior Call Center Technology Specialist
DTFS - Daimler Truck Financial Services
09.2022 - Current
Genesys Pure-Cloud: Engineer
PSECU
05.2021 - 08.2022
Product Engineer
AT&T
12.2019 - 04.2021
System Engineer
Unisys
06.2016 - 12.2019
Bachelor of Technology - Information Technology
Gokaraju Rangaraju Institute of Engineering & Tech
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