Genesys Cloud
Vigneshwaran Jagadeesan Pugazhenthi
Technology Architect
Henrico,Virginia
Summary
12+ years of Experience in Contact Center area focused on Genesys, AWS Connect and Cyara. Skilled in Web, Contact Center, Desktop and Process Automation with experience in tools like Selenium, Cyara, UIPATH and various other tools. Experienced in End to End Test Automation evaluating the entire flow of application.. Certified AWS Solution Architect Associate
Overview
12
12
years of professional experience
7
7
Certification
Work History
Technology Architect/Manager
COGNIZANT TECHNOLOGY SOLUTIONS LTD
Richmond, Virginia
01.2024 - Current
- Leads the Contact Center QA team of 30+ members guiding them through QA process and Automation
- Developed custom CCVR application which integrated Genesys with Lambda using Lex for Speech/DTMF recognition and DynamoDB for callflow
- Leads the QA effort of Contact Center Migration from ON PREM to CLOUD
- Execute the Performance Testing on multiple LOBs on the cloud platform to ensure seamless customer experience.
- Worked with Client Architect Team to build multiple POCs on Contact Center Cloud Migration dynamically
- Build, Maintain and Execute IVR Automaion Test cases in Cyara integrated with Selenium to handle routing logic
- Implement and evolve QA processes to get effective test results
Custom Software Application Development - Associate Manager
ACCENTURE SOLUTIONS PVT LTD
Richmond, Virginia
12.2021 - 01.2024
- Developed Genesys Architect call flows for pharmacy project with integration to Amazon Lex for speech recognition
- Developed AWS Connect Call flows for Clinical IVR with integration to other AWS Services - Lambda, DynamoDB and Amazon
- Extensive Analytic Skills in debugging issues through monitoring tools, interaction logs, DB Queries, Cloudwatch supporting production issue debug and fix
- Worked on configuring the agents over to SIP over the production environment with their respective DNs, Place and logins using Genesys Telphony Extension (GAX)
- Execute the Performance Testing of 16000 concurrent calls over the contact center On Prem Platform through multiple IVR applications
- Onshore Automation Lead for a team of 12 members offshore
- Build, Maintain and Execute Automation Test cases in Selenium for the PEGA CRM application and Agent side Automation
- Built multiple monitoring usecases using UIPATH for Release template automation and AWS Connect Monitoring
Application Development Specialist/Team Lead
ACCENTURE SOLUTIONS PVT LTD
Richmond, Virginia
08.2020 - 11.2021
- Experience in Genesys On-Prem SIP Migration. Migrated 1000+ agents using using automation over Genesys GAX.
- Leading the offshore Quality Assurance Team of 6 members in an area of specialization- Contact Center in agile environment
- Cyara Expert- Automation Tool for Integrated Voice Response Application Testing, design and develop IVR automation test cases and configure the campaigns for execution and perform load testing of the contact center architecture
- Driving test deliverables and product readiness on a project's basis being responsive to schedule and quality requirements.
- Test Lead for next Gen IVR Technologies like NLU, Chatbot, Voice Biometrics(pindrop)
- Developed Use cases for monitoring and genesys on prem and cloud process using UIPATH Robotic Process Automation (RPA) and certified as UIPATH RPA Developer
- Executed the Performance Testing of 16000 concurrent calls over the contact center On Prem Platform through multiple IVR applications
- Experience in CI/CD continuous Testing
Test Automation Specialist/Team Lead
ACCENTURE SOLUTIONS PVT LTD
Richmond, Virginia
12.2018 - 07.2020
- Onshore Automation Test Lead for IVR Test Automation using Cyara and Selenium Web Automation
- Selenium Expert - Design, Build and Execute Automation usecases using Java and Cucumber framework. Build the framework common utility files and helps other testers in writing their feature file
- Worked on Cyara - Automation Tool for Integrated Voice Response Application Testing
- Defined the testing activities for subordinates - testers or test engineers.
- Developer for EAC Tool - TFN configuration tool for Business using Java Spring Boot
- Created IVR automation test cases and configure the campaigns for execution
- Leads Internal Continous Initiative team to work on building tools to simplify QA work
- Performed Load Test over the IVR system to ensure the functionality of the IVR enterprise architecture using Cyara.
Senior Software Test Engineer
ACCENTURE SOLUTIONS PVT LTD
Richmond, Virginia
07.2017 - 11.2018
- Lead the Offshore Automation team from USA. Direct contact with client in understanding the requirements and enhancing the automation framework as required
- Worked on enhancing the cucumber Selenium framework with its ability to connect to Jenkins
- Worked on creating multiple tools for the team using Java, VB, ExcelMacro, SoapUI and Cyara API to simply QA and Devops process
- Trained and worked on Agile Methodology
- Worked on Cyara - Cloud Based IVR Testing tool which includes Load Testing on the server infrastructure
- Worked short term on web development project using Java Spring Boot Framework for EAC application
Senior Software Test Engineer
ACCENTURE SOLUTIONS PVT LTD
Chennai, India
12.2015 - 07.2017
- Lead the Offshore Test Automation Team of 3 members
- Developed an automation framework from the scratch in Selenium using POM guideline
- Worked on converting the same to Cucumber with free style testcase writing using regular expression
- Worked on Empirix Hammer and On-Call Hammer - IVR testing tools
- Learnt and Got certified on Tricentis Tosca - an automation tool
- Trained new joiners on Java and Selenium
Software Engineer
ACCENTURE SERVICES PVT LTD
Chennai, India
12.2014 - 11.2015
- Offshore Automation Team Member
- Worked on Web Automation on a Dot NET CRM application using SELENIUM
- Working on Groovy scripting in SOAPUI Application to fetch data from SOAP xml response
- Worked on creating a java based utility to simplify genesys logs for testing purpose using Java and Sikuli (image based recognition)
- Learnt and Got certified on Splunk Basics
Associate Software Engineer
ACCENTURE SERVICES PVT LTD
Chennai, India
08.2013 - 11.2014
- Worked as a Offshore Report Testing lead on the SAP Business Objects application.
- Worked on ETL (Extract Transform Load) testing to ensure the process extracted the data from CXI DB and the same was reflecting in BOXI reports
- Gained knowledge and worked on the Empirix Hammer Callmaster Automation tool, a tool used for IVR testing
- Gained knowledge on Rational Functional Tester, Rational ClearQuest, Rational Quality Manager
Education
Bachelor of Engineering - Computer science and Engineering
College of Engineering,Guindy
Chennai 08.2009 - 06.2013
Skills
- Genesys Cloud - IVR Development
- AWS Connect - IVR Development
- Cyara - IVR Test Automation
- Selenium with Cucumber - Web Automation
- Page Object Model
- Visual Basic
- DynamoDB
- AWS Lambda
- Empirix Hammer
- SQL
- MangoDB
Certification
- AWS Certified Solution Architect Associate
- AWS Certified Cloud Practitioner
- Microsoft Azure Cloud Fundamentals
- Hashicorp Terraform Associate Certified
- Certified Selenium Professional
- UIPATH RPA Developer Advanced
- ISTQB Certified Tester Foundation Level
- Tricentis Tosca - Automation Specialist Level 1
- Cyara Foundation, Agent Emulation, Load Testing
Accomplishments
Fellow Member of British Computer Society, UK
IEEE Senior Member
Fellow at Hackathon Raptors
Fellow at SCRS
Affiliations
- IEEE Senior
- Fellow Member - Hackathon Raptors
- Fellow Member - Soft Computing Research Society
Software
AWS Connect
Cyara
UIPATH
SQL Developer
Languages
English
Native or Bilingual
Tamil
Native or Bilingual
Research and Publications
AI-Driven Voice Inputs for Speech Engine Testing in Conversational Systems
VJ Pugazhenthi, G Pandy, B Jeyarajan, A Murugan
SoutheastCon 2025, 700-706
Quantitative Evaluation of User Experience in Digital Voice Assistant Systems: Analyzing Task Completion Time, Success Rate, and User Satisfaction
VJ Pugazhenthi, JK Singh, E Visagan, G Pandy, B Jeyarajan, A Murugan
SoutheastCon 2025, 662-668
Advancing Robotics Testing: A Novel Framework for Adaptive and Scalable Evaluation
G Pandy, VJ Pugazhenthi, B Jeyarajan, A Murugan
2025 17th International Conference on Computer and Automation Engineering
Instrumentation for Robotics and Automation: Innovations, Challenges, and Future Directions
G Pandy, B Jeyarajan, VJ Pugazhenthi, A Murugan
2025 11th International Conference on Automation, Robotics, and Applications …
AI for Predictive Monitoring and Anomaly Detection in DevOps Environments
B Jeyarajan, A Murugan, G Pandy, VJ Pugazhenthi
SoutheastCon 2025, 450-455
Timeline
Technology Architect/Manager
COGNIZANT TECHNOLOGY SOLUTIONS LTD
01.2024 - Current
Custom Software Application Development - Associate Manager
ACCENTURE SOLUTIONS PVT LTD
12.2021 - 01.2024
Application Development Specialist/Team Lead
ACCENTURE SOLUTIONS PVT LTD
08.2020 - 11.2021
Test Automation Specialist/Team Lead
ACCENTURE SOLUTIONS PVT LTD
12.2018 - 07.2020
Senior Software Test Engineer
ACCENTURE SOLUTIONS PVT LTD
07.2017 - 11.2018
Senior Software Test Engineer
ACCENTURE SOLUTIONS PVT LTD
12.2015 - 07.2017
Software Engineer
ACCENTURE SERVICES PVT LTD
12.2014 - 11.2015
Associate Software Engineer
ACCENTURE SERVICES PVT LTD
08.2013 - 11.2014
Bachelor of Engineering - Computer science and Engineering
College of Engineering,Guindy
08.2009 - 06.2013