Yashwanth Allaparthi

● Worked on Genesys Cloud for a remote site and migrated to Five9 system. Responsible for configuring and maintaining the Five9 contact center system, including user accounts, call flows, IVR menus, and routing rules.
● Transitioned from PureConnect on-premises to Genesys Cloud, and during this migration, I focused on adapting interaction attendant call flows to the new environment. This involved collaborating with third-party vendors to ensure seamless integration and accurately mapping Toll-Free Numbers (TFN) and external Direct Inward Dialing (DID) numbers in the data table. Communication with stakeholders was paramount throughout this process, as I worked on designing call flows using Visio documents and guiding clients through the roadmap.
● Responding to customer requirements, I iteratively refined call flows, ensuring alignment with evolving needs.

Additionally, I liaised with carrier providers and collaborated with the API team to implement REST-based APIs. Configuring these APIs in Genesys Cloud's data actions was part of my responsibilities. I meticulously reviewed API functionality using tools like Postman and Swagger applications to ensure optimal performance.
● In the realm of digital chat, authentication was a critical step before connecting customers with agents. I developed deployment keys, organization IDs, and Genesys Cloud URLs, which were integrated into JavaScript code. This customization allowed for seamless authentication processes within the chat interface. Furthermore, I facilitated the deployment of this JavaScript to the web development team, providing clear instructions for their configuration on the web platform.
● Subsequently, I would generate test cases and Jira stories for sprint cycles. Before proceeding with the Go-live phase, we executed User Acceptance Testing (UAT) to validate that all components were functioning seamlessly and without any hitches. In the event of any issues surfacing, we promptly debugged them, ensuring swift resolution before deployment.
● Overall, my experience underscores a comprehensive understanding of Genesys Contact Center functionalities, encompassing administration, architecture, troubleshooting, and integrations, thereby contributing significantly to operational efficiency and customer satisfaction.
● In the Five9 environment: Responsibilities mainly included crafting IVR scripts and Campaigns, and managing Campaign profiles, Users, and Skills.
● Working on tailoring call modules to suit specific client needs.
● Addressing issues related to Cisco and Mitel hard phones.
● For Cisco devices, accessing UCCE to implement configuration changes via phone management, including the assignment of DID numbers under routing, reflecting changes in MS Teams.
● VOIP Management: Engaged in managing VOIP (Voice over Internet Protocol) systems, encompassing configuration, maintenance, and troubleshooting of VOIP-related issues.
● Troubleshooting Expertise: Proficient in troubleshooting various VOIP issues, including but not limited to call quality, connectivity, and configuration problems.
● Protocol Understanding: Demonstrated competence in handling TCP (Transmission Control Protocol) and UDP (User Datagram Protocol) protocol issues within the VOIP infrastructure

• In my tenure at the Genesys Contact Center, I fulfilled dual roles as an administrator and architect. In my administrative capacity, I undertook tasks such as profile, queue, and skill creation. This involved meticulously crafting individual schedules and linking them to schedule groups. I also managed the allocation of Genesys Direct Inward Dialing (DID) ranges, ensuring seamless mapping to individuals, queues, and call flows.
• Encountering issues where users were unable to place or receive calls, I adeptly tackled authentication challenges and rectified call routing discrepancies. Employing Wireshark, I delved into log data, scrutinizing SIP traces such as 100 RINGING, 180 RINGING, and 200 OK ACK, ensuring successful call connections.
• Planned, organized, host technical discussions with Five9 and IT Cross-functional teams.
• In my capacity as an architect, I orchestrated the design of various call flows, encompassing inbound, outbound, secure, and in-queue scenarios. My expertise in in-queue calls flows facilitated the establishment of callback services and voicemail functionalities. I meticulously handled sensitive data in secure call flows, ensuring compliance with confidentiality protocols while seamlessly integrating them into primary inbound call flows.
• My proficiency extended to integrations, including OAuth single sign-on and the seamless incorporation of Amazon Lex chatbots. Additionally, I spearheaded the integration of Amazon Polly for voice bot functionalities, enhancing the contact center's capabilities in voice recognition and text-to-speech.
• In a previous project involving migration from PureConnect to PureCloud, I orchestrated a seamless transition. This encompassed tasks such as bulk uploading user data, queue and skill configuration, and the design of complex menu options and sub-menu flows. Rigorous testing ensured accurate responses upon dialing designated DID numbers via Genesys Cloud.
• When modifications were necessitated, particularly in call flows requiring screen pops, I adeptly navigated to the administrative scripts, designing, and implementing tailored screen pop options to empower agents with essential customer information.
• Moreover, my involvement in bot integrations was significant, particularly in configuring Amazon Lex chatbots. Collaborating closely with Amazon resources, I obtained ARNs and seamlessly integrated them into Genesys Cloud, crafting intricate bot flows and slot configurations to facilitate streamlined interactions with customers.
• Finally, my involvement in integrating Amazon Polly was pivotal. Following installation from Genesys AppFoundry, I meticulously configured and activated the integration within Genesys Cloud, ensuring seamless incorporation of the text-to-speech engine.
• Worked on Genesys Cloud for a remote site and migrated to Five9 system. Responsible for configuring and maintaining the Five9 contact center system, including user accounts, call flows, IVR menus, and routing rules.
• Transitioned from PureConnect on-premises to Genesys Cloud, and during this migration, I focused on adapting interaction attendant call flows to the new environment. This involved collaborating with third-party vendors to ensure seamless integration and accurately mapping Toll-Free Numbers (TFN) and external Direct Inward Dialing (DID) numbers in the data table. Communication with stakeholders was paramount throughout this process, as I worked on designing call flows using Visio documents and guiding clients through the roadmap.
• Responding to customer requirements, I iteratively refined call flows, ensuring alignment with evolving needs. Additionally, I liaised with carrier providers and collaborated with the API team to implement REST-based APIs. Configuring these APIs in Genesys Cloud's data actions was part of my responsibilities. I meticulously reviewed API functionality using tools like Postman and Swagger applications to ensure optimal performance.
• In the realm of digital chat, authentication was a critical step before connecting customers with agents. I developed deployment keys, organization IDs, and Genesys Cloud URLs, which were integrated into JavaScript code. This customization allowed for seamless authentication processes within the chat interface. Furthermore, I facilitated the deployment of this JavaScript to the web development team, providing clear instructions for their configuration on the web platform.
• Subsequently, I would generate test cases and Jira stories for sprint cycles. Before proceeding with the Go-live phase, we executed User Acceptance Testing (UAT) to validate that all components were functioning seamlessly and without any hitches. In the event of any issues surfacing, we promptly debugged them, ensuring swift resolution before deployment.
• Overall, my experience underscores a comprehensive understanding of Genesys Contact Center functionalities, encompassing administration, architecture, troubleshooting, and integrations, thereby contributing significantly to operational efficiency and customer satisfaction.
• In the Five9 environment: Responsibilities mainly included crafting IVR scripts and Campaigns, and managing Campaign profiles, Users, and Skills.
• Working on tailoring call modules to suit specific client needs.
• Addressing issues related to Cisco and Mitel hard phones.
• For Cisco devices, accessing UCCE to implement configuration changes via phone management, including the assignment of DID numbers under routing, reflecting changes in MS Teams.
• VOIP Management: Engaged in managing VOIP (Voice over Internet Protocol) systems, encompassing configuration, maintenance, and troubleshooting of VOIP-related issues.
• Troubleshooting Expertise: Proficient in troubleshooting various VOIP issues, including but not limited to call quality, connectivity, and configuration problems.
• Protocol Understanding: Demonstrated competence in handling TCP (Transmission Control Protocol) and UDP (User Datagram Protocol) protocol issues within the VOIP infrastructure.

• Experienced in various aspects of Genesys Cloud administration and configuration, including Creating and managing agent profiles, Configuring WebRTC on the cloud.
• Possessing a strong understanding of SIP trunks and Edge configurations.
• Proficient in Architect tasks, such as developing IVR flows, in-queue flows, and complex routing designs.
• As a Genesys Cloud Administrator: Handling profile creations, health checks, and setup of queues, wrap-up codes, skills, sites, and DID.
• Skilled in configuring Datable and WebRTC phones, as well as call routing.
• Having expertise in Architect features like audio IVR prompts, logical decisions, loops, data actions, and call input.
• Capable of designing various IVR call flows, menu options, inbound and outbound call flows, and in-queue call flows for callback services and voicemails.
• Proficient in integrations and troubleshooting WebRTC access phone issues, handling interactions, tasks, and incidents related to user issues.
• Responsible for designing and implementing roles and permissions, managing licenses, and integrating Genesys Cloud with third-party web services and APIs for advanced routing.
• Skilled in troubleshooting console/network logs, Genesys Desktop Application, Genesys Cloud browser issues, and user authentication issues.
• Conducting health checks across different regions and troubleshooting call recording and video recording issues.
• Knowledgeable about Genesys Cloud Architecture on AWS, survey dynamics, interaction, and performance metrics.
• Developing and implementing solutions using Python and Genesys Cloud APIs to optimize contact center operations.
• Developed Python scripts to automate user provisioning and de-provisioning processes in Genesys Cloud, reducing setup time.
• Conducted in-depth analysis of call center metrics using Python, leading to actionable insights.
• API Integrated Genesys Cloud with internal CRM and ticketing systems, improving data flow.
• Created dynamic reports and dashboards with Python, enabling real-time monitoring of key performance indicators.
• Good knowledge on Python, Pandas and Anaconda applications.
• Focused on designing IVR inbound call flows, outbound call flows, and in-queue call flows, as well as integrating Digital Chat and Chatbots with Amazon Lex.
• Worked on API integration at the Genesys Cloud end, collaborating closely with the API team, using applications like Postman and Swagger for testing and reviewing JSON files, and updating JavaScript for seamless integration and functionality.

• This project defines Genesys Cloud is a Cloud - based speech enabled contact center platform with IVR solutions that involves digital support solutions and configuring the contact center for a Vaccine expiration date and batch status information project for USA, Canada, EMEA, New Zealand, Japan, Australia, and North America. Creating Agents profile and call routing strategies. Collaborative technologies include IVR inbuilt in Genesys Cloud, Spear line, Verint and Genesys Cloud.
• Experienced in various aspects of Genesys Cloud administration and configuration, including Creating and managing agent profiles, Configuring WebRTC on the cloud.
• Possessing a strong understanding of SIP trunks and Edge configurations.
• Proficient in Architect tasks, such as developing IVR flows, in-queue flows, and complex routing designs.
• As a Genesys Cloud Administrator: Handling profile creations, health checks, and setup of queues, wrap-up codes, skills, sites, and DID.
• Skilled in configuring Datable and WebRTC phones, as well as call routing.
• Having expertise in Architect features like audio IVR prompts, logical decisions, loops, data actions, and call input.
• Capable of designing various IVR call flows, menu options, inbound and outbound call flows, and in-queue call flows for callback services and voicemails.
• Proficient in integrations and troubleshooting WebRTC access phone issues, handling interactions, tasks, and incidents related to user issues.
• Responsible for designing and implementing roles and permissions, managing licenses, and integrating Genesys Cloud with third-party web services and APIs for advanced routing.
• Skilled in troubleshooting console/network logs, Genesys Desktop Application, Genesys Cloud browser issues, and user authentication issues.
• Conducting health checks across different regions and troubleshooting call recording and video recording issues.
• Knowledgeable about Genesys Cloud Architecture on AWS, survey dynamics, interaction, and performance metrics.
• Developing and implementing solutions using Python and Genesys Cloud APIs to optimize contact center operations.
• Developed Python scripts to automate user provisioning and de-provisioning processes in Genesys Cloud, reducing setup time.
• Conducted in-depth analysis of call center metrics using Python, leading to actionable insights.
• API Integrated Genesys Cloud with internal CRM and ticketing systems, improving data flow.
• Created dynamic reports and dashboards with Python, enabling real-time monitoring of key performance indicators.
• Good knowledge on Python, Pandas and Anaconda applications.
• Focused on designing IVR inbound call flows, outbound call flows, and in-queue call flows, as well as integrating Digital Chat and Chatbots with Amazon Lex.
• Worked on API integration at the Genesys Cloud end, collaborating closely with the API team, using applications like Postman and Swagger for testing and reviewing JSON files, and updating JavaScript for seamless integration and functionality.

• This project defines design/development of IVR solutions that involves digital support solutions and configuring the contact center for a Life sciences project for EMEA. Creating Agents profile and call routing strategies. Collaborative technologies include Interaction Administrator, Interaction Attendant, Interaction client, Interaction supervisor.
• I have been involved in various tasks related to user management and system maintenance.
• Performed creating user accounts, setting up extensions, assigning DIDs, and updating computer names using Interaction Administrator. I have also troubleshooted issues at both user and supervisor levels, as well as addressed call disconnection problems. Regular maintenance tasks such as monthly reboots and server status checks have been part of my responsibilities.
• Additionally, I have experience in configuring scheduled reports, modifying user settings, and adjusting report destinations and frequencies. I am proficient in using applications like Scheduled Report Client to manage reports effectively. Daily tasks involve resolving tickets related to SIP configurations, account management, IVR call flows, workgroups, skills, and scheduled reports. I also conduct daily health checks on the system.
• Furthermore, I have expertise in smoke testing applications after maintenance activities or server patching. I am skilled in testing IVR call flows and have adequate knowledge of Genesys administrator, Interaction Desktop Client, and Interaction Centre Business Manager for statistics and reporting.
• I am familiar with SAP CRM and Genesys Pure Connect integration configuration, including email-to-case routing.
• In terms of troubleshooting, I have experience in resolving issues related to SAP CRM and Genesys integration, email-to-case routing, and group-routed work items. I am knowledgeable about CHAT functionality in Genesys and have worked on customer chat initiation to Genesys Pure Connect chat windows.
• Moreover, experienced in analyzing production logs for troubleshooting purposes and have been involved in OS and Genesys application upgrades. I regularly resolve day-to-day user access issues and am well-versed in Genesys and Verint integration configuration. I handle both on-premises and cloud-based issues for Pure Connect and am skilled in analyzing notifier, TS server, and Remoco logs using Long Lion Application.
• I also have expertise in user creation in Verint and understand the data flow from Genesys to Verint for adherence, recording, and speech analytics. Additionally, I have experience in call recording, desktop, and process analytics on user machines. I troubleshoot screen recording and live monitoring issues, as well as fix user profile/access issues from the database end.
• Furthermore, I am familiar with customer feedback and speech analytics modules on Verint and regularly perform health checks and testing. I have adequate knowledge of WFM setup and configuration utility, and I resolve adherence and pulse-related issues. As a point of contact in the offshore team, I handle high-priority production issues and outages for both applications.

• This project defines design/development of IVR solutions that involves digital support solutions and configuring the contact center for a Life sciences project for EMEA. Creating Agents profile and call routing strategies. Collaborative technologies include Interaction Administrator, Interaction Attendant, Interaction client, Interaction supervisor.
• Involves Schedule Reports Configuration configuring scheduled reports, modifying user settings, and adjusting the frequency and destination of reports. I have experience with tools like 'Scheduled Report Client' applications.
• Additionally, I address daily tickets related to SIP configurations, account management, IVR call flows, scheduling, workgroups, skills, and scheduled reports configurations. Regular health checks are also conducted.
• I possess Application Testing knowledge and experience in smoke testing applications after maintenance or server patching activities. Specifically, I test IVR call flows using tools like Genesys administrator, interaction desktop client application, and Interaction Centre business manager.
• I also have expertise in SAP CRM and Genesys Pure Connect integration configuration, as well as email-to-case routing in Genesys.
• Involved in Installations and tested Genesys Configuration Layer, Management Layer, User Interaction layer, Media Layer and Service Layers as a part of upgrade. Worked with Five9's partners, product, and support teams to align the Five9 solution to customer's business model and drive improved business outcomes.
• I have hands-on experience with Troubleshooting Experience in troubleshooting issues related to SAP CRM and Genesys integration, including email-to-case routing problems. Additionally, I'm familiar with group routed work items, such as GMB emails to Genesys routing, and have knowledge of chat functionality in Genesys, including initiating customer chats in the Genesys Pure Connect chat window.
• I possess the ability to analyze Log Analysis and System Upgrades, production logs using log viewers for troubleshooting purposes. I have been involved in operating system and Genesys application upgrades and have extensive experience in testing call flows, emails, and chat applications after upgrades.
• I resolve day-to-day issues User Access Management related to user access and have a strong understanding of Genesys and Verint integration configuration. Additionally, I work on issues related to Pure Connect on-premises and cloud-based environments, analyzing logs from notifiers, TS servers, and Remoco.
• I have knowledge of Verint Integration and Analytics, user creation in Verint and understand the data flow from Genesys to Verint for adherence, recording, and speech analytics. Furthermore, I have experience in call recording, desktop, and process analytics on user machines and troubleshooting screen recording and live monitoring issues.
• Worked as technical lead of the Five9 project (design, infrastructure setup, integration, testing, documentation, coordination, project tasks, implementation).
• I possess knowledge of Customer Feedback and Speech Analytics, customer feedback and speech analytics modules in Verint and have experience conducting health checks and testing on Verint. I also have adequate knowledge of workforce management (WFM) setup and configuration utility, as well as fixing adherence and pulse-related issues. Additionally, I serve as the point of contact (POC) in the offshore team for all high-priority production issues and outages for both applications.
• Moreover, I am experienced in analyzing production logs for troubleshooting purposes and have been involved in OS and Genesys application upgrades. I regularly resolve day-to-day user access issues and am well-versed in Genesys and Verint integration configuration. I handle both on-premises and cloud-based issues for Pure Connect and am skilled in analyzing notifier, TS server, and Remoco logs using Long Lion Application.

• Maintenance of Contact Center Applications: Responsible for maintaining various contact center applications used by different businesses on a day-to-day basis. Conduct daily health checks of Genesys and Nice applications.
• Application Monitoring: Monitor the different contact center applications to ensure their sound health and performance, including server monitoring.
• Service Request Response: Respond promptly to service requests created by customers, ensuring technical support is delivered within the agreed service level agreements (SLA).
• Genesys Framework Expertise: Worked extensively on the Genesys Framework, including components such as SCI, CME, Genesys URS, NRS, T-server, and Stat servers. Triage logs based on identified issues. Agent Softphone Management: Address and escalate agent softphone issues as needed, ensuring effective resolution.
• Real-Time Reporting: Handle agent real-time reports using CCPluse+, ensuring accurate and timely insights into contact center operations.
• CTI Server Patching: Perform patching activities for Genesys CTI servers on both Windows and UNIX servers.
• Agent Support: Provide support for agent additions and patching on Genesys servers, including troubleshooting on Unix servers for Nuance and GVP IVRs.
• Change Management: Raise change requests as per subject matter expert (SME) guidelines and update accordingly & Incident Management: Perform incident management checks and track SLA adherence for self-tickets.
• Application Failure Resolution: Monitor, analyze, and resolve failures of Genesys applications, ensuring uninterrupted contact center operations.
• Real-Time Reporting: Handle agent real-time reports in CCPluse+ for comprehensive insights into contact center performance.
• Application Understanding: Proficient in understanding and analyzing various applications used in the contact center environment.
• Agent Profile Management: Add and create agents' profiles with sample ID/mirror ID, ensuring accurate configuration.
• Composer Designing: Possess good knowledge of Composer for designing call flows and declaring variables, with experience in designing call flows using Genesys Intelligence Automation Application.
• Documentation Maintenance: Maintain knowledge documentation and project documentation for reference and future use & Patching Activities Involved in monthly scheduled patching activities for system maintenance and updates.
• Configuration Management: Configure the contact center in both Genesys and Verint environments, ensuring seamless integration and functionality.
• IWS Troubleshooting: Troubleshoot IWS (Interactive Workspace) for media errors or out-of-service issues, ensuring uninterrupted agent performance. Validation and Access Management: Perform Genesys/Verint validations and provide inbound/outbound access to agents, as well as privileged access to supervisors. Additionally, handle SAP Business Objects Reports and possess in-depth knowledge of the Genesys Framework.

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• Wells Fargo & Company is an American international banking and financial services holding company.