Srimathi Arvind
Senior Genesys Engineer
Charlotte, North Carolina,NC
Summary
Accomplished Senior Genesys Engineer with extensive experience at major financial and technology institution, specializing in cloud migration and system optimization. Proven ability in project planning and technical reporting, successfully managing complex migrations and enhancing operational efficiency. Adept at troubleshooting and configuring Genesys environments, ensuring seamless integration and high-quality service delivery.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
Senior Genesys Engineer
USPS
Charlotte, NC
08.2023 - 04.2024
- Worked in cloud migration project to ensure migration was completed between engage platform and cloud
- Created migration mapping documents to ensure business requirements in cloud are clearly identified, created and provided appropriate data dictionary for user identification
- Managed day-to-day operations of the Genesys contact center system
- Coordinated with business partners and created business design documents including IVR migration, Cloud CX, ACD, routing and configuration, and real time reports in a lower environment for cloud development
- Built default route points using CME/GAX from test environment to production
- Installed/configured/troubleshooted Genesys framework
- Responsible for the design, development, configuration, implementation, installation and troubleshooting of the Genesys environment
- Created person objects, stat table, ACD positions, data tables, queues, not ready reason code
- Provided application support to line of business across multiple applications
Senior Genesys Engineer
JP Morgan Chase
Charlotte, NC
04.2022 - 08.2023
- Assigned default route points to the respective DN groups
- Created agents, DNs, places and appropriately mapped them together to facilitate client calls • Worked with business and technology teams to ensure business needs were clearly identified, created and provided permission to the access groups • Build default route points using CME/GAX from test environment to production
- Worked in pac2000 with change request and problem tickets for the support to remediate the issue
- Coordinated with the business lines in troubleshooting and problem solving in the areas of IVR, TServer and SIP server and other application servers
- Supported different lines of business for performing agent bulk upload for different tenant migration
- Worked extensively in debugging sip, tserver, urs, ors, mcp logs • Provided application support to line of business across multiple applications
Senior Genesys Engineer
Wells Fargo
Charlotte, NC
01.2020 - 01.2022
- Created agents, DNs, places and appropriately mapped them together to facilitate client calls
- Created, developed and implemented USP applications
- Worked with business and technology teams to ensure business needs were clearly identified, created and provided permission to the access groups
- Worked in pac2000 with change request and problem tickets for the support to remediate the issue
- Updated CC Pulse filters depending on online business requirement or updating new filters
- Coordinated with the business lines in troubleshooting and problem solving in the areas of IVR, TServer and SIP server and other application servers
- Worked in Apache Tomcat upgrades in GAA application in the test and production environment
- Configured reason codes in stat server
- Maintained and managed the multi-tenant HA environment after system upgrades or monthly patch cycle for both windows and linux hosted applications
- Supported different lines of business for performing agent bulk upload for different tenant migration
- Worked extensively in debugging sip, tserver, urs, ors, mcp logs • Supported other team members, removed technical roadblocks and suggested new technical solutions
- Provided application support to line of business across multiple applications
Senior Genesys Engineer
General Motors Co
Charlotte, NC
03.2018 - 05.2019
- Installed and upgraded various Genesys Components like TServer, Stat server, UR Server, Config Server, and Outbound Server
- Installed GVP8.1 SIP, Resource Manager, MCP, IVR server
- Involved in Creating, Testing and importing routing strategies using IRD (GUI) from ST Environment to Production Environment • Worked as a member of the technical team on the implementation of the Genesys Framework routing strategies and Reporting Suites
- Designed, developed, tested and deployed several ivr & cti applications
- Installation/configuration and validation of entire suite of Genesys CTI in a premise based solution
- Worked extensively in debugging sip, Tserver, urs, ors, mcp logs • Performed Genesys component upgrades
- Hands on experience on maintaining the multi-tenant HA environment after system upgrades or monthly patch cycle for both windows and linux hosted applications
Education
Bachelor of Science - Travel And Tourism
University of Chennai
India 05.2001 -
Certification -
International Air Travel Association
05.2001 -
Skills
Time management
Accomplishments
- Collaborated with team of 8 in the development of cloud migration.
- Resolved production issue through Genesys environment testing.
- Architected and built Genesys platform from scratch in dev, preprod, qa and prod environments.
- Performed troubleshooting and problem solving skills in the areas of CTI, GVP applications.
- Provided application support to line of business across multiple applications
Certification
Genesys Inbound Voice 8.5 Consultant (GCP8 CIV-828/GCP8-CIV-828e) Genesys
Timeline
Senior Genesys Engineer
USPS
08.2023 - 04.2024
Senior Genesys Engineer
JP Morgan Chase
04.2022 - 08.2023
Senior Genesys Engineer
Wells Fargo
01.2020 - 01.2022
Senior Genesys Engineer
General Motors Co
03.2018 - 05.2019
Bachelor of Science - Travel And Tourism
University of Chennai
05.2001 -
Certification -
International Air Travel Association
05.2001 -
Similar Profiles
Jocelyn ParksJocelyn Parks
Clerk at USPSClerk at USPS
Steve ClowerSteve Clower
City Letter Carrier at USPSCity Letter Carrier at USPS
Ryan Leigh-Ann WheelerRyan Leigh-Ann Wheeler
City Letter Carrier at USPSCity Letter Carrier at USPS
Sol M. EloseguiSol M. Elosegui
City Carrier, Shop Steward, and Trainer at USPSCity Carrier, Shop Steward, and Trainer at USPS
FRANCISCO N. RIVERAFRANCISCO N. RIVERA
Senior HR Generalist at E-TECH TECHNOLOGIES & SERVICESSenior HR Generalist at E-TECH TECHNOLOGIES & SERVICES