Hyderabad, Telangana, India
Summary
Process Executive Engineer at Cognizant Technology Solutions, where I specialized as a Genesys Composer Developer for the AMEX client, focusing on IVR solutions and contact center optimization.
Highlights
Designed and developed complex IVR call flows and routing strategies using Genesys Composer, enhancing customer experience and operational efficiency for a major client (AMEX).
Configured and optimized Inbound Routing and Self-Service applications, streamlining customer interactions and reducing agent workload.
Provided comprehensive support for existing IVR and routing applications, resolving change requests and critical issues to maintain seamless contact center operations.
Executed successful platform application deployments, migrations, and validations, ensuring system stability and seamless transitions for Genesys environments.
Managed and optimized outbound campaigns and intricate call routing workflows, improving campaign effectiveness and agent utilization.
Diagnosed and resolved critical call failures and system issues by leveraging in-depth analysis of SIP, MCP, RM, ORS, and URS logs, minimizing downtime and service disruptions.
Developed and implemented configurable logic scripts using JavaScript within IVR applications, enhancing system flexibility and custom functionality.
Processed and integrated JSON-based API responses for critical data processing tasks, supporting seamless data exchange within Genesys applications.