Social Media Engineer

VARUN PANDEY

Email: *****************@*****.***

Phone:+91-735*******

Experience Summary:

Over 2.2+ years of professional experience in Contact Center Applications as Genesys CTI Engineer, Support and maintenance of CTI, IVR, Cloud Contact Center and Digital Customer Experience Solutions.

Hands on experience in products such as Genesys PureEngage(Composer8.1.4,GA,GAX

,CME), Genesys PureCloud suite, Avaya (Site Admin, CMS,Avaya Orchestration Designer), Verint11,Java,Hibernate,MySQL,Linux.

Career Highlights:

• Hands on experience on Avaya Orchestration Designer.

• Developed End to End IVR call flow, Deployed code on production.

• Developed mail templates using Java,HTML,CSS.

• Have done code debugging and IVR application troubleshooting.

• Have written code for pulling data from database and collect in notepad file using JDBC and Java File halndling.

• Created month end IVR report for associate who made call on IVR in Excel,Microsoft Access.

• Loaded Holiday recordings in IVR,modified existing prompts and recording in Existing code.

• Modified existing call flow as per business requirement in Avaya orchestration designer speech project.

• Hands on experience and Certified on Genesys PureCloud platform.

• Working on Managed Services for Genesys end to end solution.

• Experience in handling end to end maintenance and production control projects. Varun Pandey Page Number: 2

• Maintaining Genesys applications and Level 2 Troubleshooting for Call Routing issues.

• Good Understanding of e-services/Multimedia(i.e. E-mail)/Call back/Chat/IVR Telephony/Voice/Social Media.

• Experience in Genesys infrastructure(Media Server,reporting,WFM,Dialer,intractions).

• Experience in Genesys cloud platform(Administration,implementation,Reporting and Analytics)

• logs analysis of SIP, T-server, URS.

• Applications Installation/Upgrade(i.e. Stat Server, URS, Email Server Java).

• Basic Understanding of GVP(RM,MCP,CCP).

• Versatile in CORE JAVA, JDBC, SERVLETS, JSP,SQL, VXML,LINUX Commands.

• Troubleshooting end to end platform level as well as application level issues.

• Provided technical assistance and Knowledge transfer for teammates who are new to Contact Center Area.

Technical Skills:

• Platforms : Windows,Linux

• Languages : JAVA

• Frameworks : Spring 4.x

• ORM Tools : Hibernate 4.x

• Webservices : SOAP,Rest

• Databases : MySql

• JEE Technologies :Servlet 3.0, JSP 2.0

• Database Software : Microsoft database.

• IDE/Tools : Eclipse, Avaya Orchestration Designer,Composer

• Distributed Technology : WebService Soap

• Web technologies : HTML, CSS, Java Script.

• Web Servers : Apache Tomcat

• Contact Center Technologies :Avaya,Genesys Pure Engage,Genesys Pure cloud

• Contact Center tools :GAX,GA,CME,Avaya CMS,Avaya Testphone,SCI,WFM,CCpulse, Avaya One x,Workspace Desktop edition,Verint 11,Verint 15,My pure cloud.

Project Profile #1

Client : Cognizant Technology Solution

Company : Cognizant technology Solution

Duration : JAN’19 – OCT’19

Varun Pandey Page Number: 3

Role : Developer

Location : Banglore, India

Project Description: Cognizant is an American multinational technology company that provides business consulting, information technology and outsourcing services.Founded in 1994 and started serving external clients in 1996.

Our team is handling the IVRs of cognizant built on Avaya platform.Cognizant IVR i.e Global service desk intractive voice routing (GSD IVR) has 56666 toll free number that user call directly call for assistance like IT infra support,IT application support,Finance,Admin Services,Global mobility services,Help Desk, HR support.Another IVR is transport IVR has toll free number 80677 where associate can call for transport query like for knowing Cab timings, Driver name,Pickup and Drop location also associate can connect to agent and agent can transfer call to cab driver for major query. Responsibilities:

• Have done code modification /enhancement in existing IVR call flow.

• Enabled IVR for regional holiday.

• Worked on call flow editor,message flow editor,media,prompts,Variables,Grammers, Database operations,Phrases and Phraseset,nodes such as announcement node,data node,servlet node,menu node etc.

• Developed call flow for Associate account unlock using OTP validation from associate registered mobile number and removed old Account unlock call flow which was validated through TPIN(telephone Identification number).

• Connected Database using JDBC code for retrieving associate information .

• Developed client code for getting associate details and written logic for sending OTP on registered mobile using web services.

• Executed TPIN code on daily basis so that new associate who enters in organization would have get TPIN created for them.

• Worked on IVR connectivity issue,have done log analysis and found where exact issue occurs in complete call flow.

• Mail content change from TPIN to OTP.

• Created month end IVR application report in excel by retrieving info from database,Microsoft access. Project Profile #2

Client : Anthem

Company : Cognizant Technology Solution

Duration : OCT’19 – Till date

Role : CTI engineer

Location : Bangalore, India

Varun Pandey Page Number: 4

Project Description: Anthem is a leading health benefits company dedicated to improving lives and communities, and making healthcare simpler. Through its affiliated companies, Anthem serves more than 107 million people, including more than 43 million within its family of health plans. With a reputation for innovation, Anthem, Inc.'s affiliates are committed to establishing a relationship with customers, physicians, hospitals and other health care clinicians as trusted partners.Consumers want a choice of products and health care professionals, and they want more control over their health care decisions. Our team is handling complete contact center operations of Anthem built on genesys pure engage and oncloud.All Genesys component issue troubleshooting,adminitrations,implementation,reporting and analytics. Genesys Pure engage tools/IDE: Composer8.1.4,Genesys Administrator,CME,GAX,Solution Control interface.

Genesys Pure Cloud:Architect,Call Routing config,Wrap up code config,ACD Processing,reporting, Monitoring Views and dashboard,Roles and permission cofing,inbound/outbound call flow design. Responsibilities:

• Requirement Gathering & analysis

• Call flow development in composer IDE.

• Worked on Database block,webservices block,CTI Block,GVP Block,Outbound block.

• Technical design documentation

• Design Call Routing Strategy

• Configuration in CME for List Objects

• Testing in UAT environment

• Loading Strategy in Prod

• T-server Logs troubleshooting

• Troubleshooting Voice related issues etc.

• Incident & Enhancement tracking and reporting.

• Weekly status reporting to higher management and client stakeholders

• CCPulse+ 8.0-Reporting

• Log analysis of SIP,URS,Stat Server.

• Reporting of issue and errors.

• Tracking and monitoring server.

• Health check of genesys server.

• Have done load testing by loading out bound campaigns.

• Troubleshooting Telephony,email,chat issue.

Education:

Degree University Year of Passing United Institute of technology(Abdu kalam technical University)

(07/2017)

Graduation:

B. Tech from United institute of technology, Allahabad, U.P Varun Pandey Page Number: 5

Electronics And Communication

• 2013-2017

• 69%

Intermediate:

• DPS, Varanasi, U.P

• 2012-2013

• 68%

High School:

• Ganga Gurukulam, Allahabad, U.P

• 2010-2011

• 82%

Personal Details:

Date of Birth: 2nd Dec 1995

Gender: Male

Marital status: Single

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