Senior Genesys Developer - Contact Center Specialist
Resume:
Lokesh M
*.**********@*****.***
PROFESSIONAL SUMMARY:
Senior Contact center Developer with 8 years of hands-on experience designing, developing, and supporting enterprise contact center platforms using the Genesys Framework.
Deep expertise in SIP-based call routing, URS strategy design, and Genesys Composer IVR solutions supporting high-volume, mission-critical customer service operations.
Integrated Genesys Inbound Voice solutions to streamline customer interactions, resulting in a 20% increase in call resolution rates and a significant reduction in average handling time.
Implemented AWS Connect to enhance call routing capabilities, integrating speech-to-text and text-to-speech functionalities that improved customer interaction efficiency by 30%.
Leveraged Amelia AI to automate customer service inquiries, reducing human agent workload by 40% and improving customer satisfaction scores by 15%.
Strong background in Java-based integrations, REST and SOAP services, CTI integrations, and database-driven routing using Oracle and SQL Server.
Developed a Python script to automate data extraction from ServiceNow, enhancing incident management processes and reducing manual entry errors by 50%.
Developed robust Backend APIs using Java and REST to facilitate seamless data exchange between systems, resulting in a 25% reduction in response time for customer queries.
Implemented JSON data structures for API responses, optimizing data interchange and improving frontend performance by 30% when integrated with React JS.
Extensive experience supporting production environments, performing root cause analysis, and stabilizing complex on-prem, cloud, and hybrid deployments.
Leveraged Natural Language Processing techniques for intent recognition and entity extraction, significantly enhancing the accuracy of automated responses in customer service applications.
Recognized as a trusted escalation point for complex incidents, owning issues end-to-end from investigation through resolution while minimizing business impact.
Utilized ServiceNow and Jira for incident management and tracking, streamlining issue resolution processes and reducing average resolution time by 40%.
Effective collaborator with architects, network teams, and business stakeholders, translating operational needs into scalable, maintainable technical solutions within Agile and enterprise SDLC frameworks.
Proven experience designing and enhancing call flows, routing strategies, and IVR logic to improve call containment, reduce transfer rates, and optimize agent utilization.
Hands-on expertise with Genesys URS, Configuration Server, T-Server, SIP Server, and Stat Server, including configuration, tuning, and troubleshooting in large-scale environments.
Strong experience in Genesys reporting and analytics, leveraging CCPulse, Infomart, and custom SQL queries to support operational reporting and performance analysis.
Actively involved in platform upgrades, migrations, and patching activities, ensuring minimal downtime and adherence to change management and release processes.
Solid understanding of telephony concepts including SIP signaling, call flows, codecs, trunking, failover, and high-availability architectures.
Experience working with Genesys Cloud and hybrid integrations, supporting coexistence models between on-prem and cloud contact center platforms.
Adept at incident, problem, and change management, working within ITIL-aligned processes and maintaining detailed technical documentation and runbooks.
Strong troubleshooting skills using log analysis, Wireshark traces, SIP ladder diagrams, and server diagnostics to resolve complex call routing and media issues.
Experience mentoring junior developers and support engineers, conducting code reviews, knowledge transfers, and best-practice sessions.
Consistent track record of partnering with business and operations teams to deliver stable, scalable, and compliant contact center solutions in fast-paced production environments.
TECHNICAL SKILLS:
ITSM & Project Management Tools: ServiceNow, Jira, Rally, ServiceDesk
AI & Natural Language Processing: Amelia, speech-to-text, text-to-speech, Natural Language Processing, intent recognition, entity extraction
Contact Center & Genesys Platforms: Genesys Framework 8.x, Genesys Cloud, Hybrid Contact Center Architectures, High Availability (HA), Disaster Recovery (DR), Inbound and Outbound Voice Applications, AWS Connect
Genesys Components & Administration: SIP Server, Interaction Server, Universal Routing Server (URS), Stat Server, Configuration Server, Interaction Concentrator, Genesys Administrator (GAX), Routing Points (RPs), Directory Numbers (DNs), Agent Profiles, Agent Groups, Queues, Skills-Based Routing, Business Attributes, Interaction Attributes
Call Routing, IVR & Call Flow Design: Advanced Call Routing Strategies, Skill-Based Routing, Priority-Based Routing, Data-Driven Routing, Genesys Composer, Multi-Level IVR Design, Call Treatments, Call Transfers, Error Handling, Call Containment, AHT Optimization, Database-Driven Routing (Data Dips)
Programming, Integrations & APIs: Java, SQL, Shell Scripting, RESTful Services, SOAP Services, CTI Integrations, CRM Screen Pop Integrations, Authentication Services, Customer Data Integrations, XML, Backend APIs, Webhooks, ADS, LDAP, Python, JavaScript, React, JSON
Databases: Oracle 12c, Microsoft SQL Server
Telephony, Networking & Troubleshooting: SIP Protocol, SIP Signaling, Call Flow Analysis, Voice Quality Troubleshooting, Latency Analysis, Genesys Log Analysis (URS, SIP, Interaction Server, Stat Server), SIP Traces, Root Cause Analysis (RCA), Production Incident Management
Systems, DevOps & Delivery: Linux, On-Premise Environments, Cloud Environments, Hybrid Environments, Git, CI/CD Pipelines, Build Validation, Release Deployment, Platform Upgrades, Version Migrations, Patch Management, UAT Support, Production Support, Post-Production Monitoring
Process, Governance & Collaboration: Agile, Scrum, Sprint Planning, Backlog Grooming, SDLC, ITIL, Change Management, JIRA, ServiceNow, Security Standards, Audit Compliance, Enterprise Governance, Technical Documentation, Routing Diagrams, IVR Flow Documentation, Operational Runbooks, Cross-Functional Collaboration, Rally
PROFESSIONAL EXPERIENCE:
USAA, San Antonio, TX January 2024 – Present
Senior Genesys Developer
Responsibilities:
Serve as a senior technical contributor responsible for the design, development, and enhancement of large-scale contact center solutions built on the Genesys platform, supporting mission-critical customer service operations.
Act as the primary point of contact for Genesys configuration management, overseeing routing points, DNs, agent profiles, queues, skills, and business attributes via Genesys Administrator (GAX).
Developed Python scripts to automate routine configuration tasks in Genesys, decreasing manual effort by 50% and minimizing human error.
Integrated LDAP for secure user authentication, improving system access control and reducing unauthorized access incidents by 15%.
Configured AWS Connect to enhance cloud-based contact center capabilities, resulting in a 20% increase in call handling efficiency.
Utilized ServiceNow to manage incident tracking and resolution for Genesys-related issues, leading to a 40% reduction in average resolution time.
Implemented JSON data structures for better integration with ServiceNow, resulting in a 15% reduction in data processing time.
Utilized Jira to track project progress and manage tasks related to Genesys enhancements, leading to a 30% increase in on-time project delivery.
Leveraged ServiceDesk to streamline ticketing processes, which improved response times by 25% and enhanced team collaboration.
Implemented REST APIs to streamline data exchange between Genesys and external systems, reducing integration time by 30% and improving overall system efficiency.
Created JavaScript functions to validate API responses, ensuring data integrity and reducing error rates by 20%.
Integrated Amelia for intelligent virtual assistance, which improved data retrieval times by 35% and reduced customer wait times.
Developed React JS components to create a user-friendly dashboard for monitoring API performance, enhancing user engagement by 40%.
Developed and integrated Amelia for enhanced customer interaction, resulting in a 25% increase in customer satisfaction scores through improved response accuracy.
Conducted training sessions on SSO implementation for team members, improving user experience and reducing login-related issues by 40%.
Implemented Genesys Inbound Voice capabilities to enhance call routing, leading to a 15% increase in first-call resolution rates.
Utilized Rally for agile project management during the integration of Amelia, which improved team productivity by 30%.
Provide technical leadership for SIP-based call flows, working closely with network and telephony teams to troubleshoot signaling issues, latency, and call quality problems.
Collaborated with telephony teams to implement text-to-speech solutions, resulting in a 15% increase in successful call completions through clearer customer communication.
Employed Python scripts to automate the analysis of SIP traces, which improved the identification of signaling issues by 35%, thereby enhancing call quality.
Leveraged Natural Language Processing to enhance call flow interactions, achieving a 20% reduction in call handling time by accurately interpreting customer intents.
Perform in-depth production diagnostics and root cause analysis by analyzing URS, SIP Server, Interaction Server, and Stat Server logs, along with SIP traces, to identify call routing failures, signaling issues, and intermittent production defects.
Utilized Jira for tracking and managing defects identified during diagnostics, which streamlined the resolution process and improved team collaboration by 20%.
Analyzed XML configurations to optimize call routing logic, leading to a 25% decrease in call routing failures and enhancing overall system reliability.
Conducted entity extraction from call logs using advanced analytics tools, which improved the accuracy of root cause analysis by 30% and reduced downtime.
Design, implement, and support high-availability and disaster recovery configurations, actively validating failover behavior and ensuring service continuity during outages and maintenance windows.
Developed JavaScript-based webhooks to facilitate real-time notifications during failover events, which improved incident response times by 50%.
Integrated Single Sign-On (SSO) and LDAP for secure access management across Genesys applications, improving user authentication efficiency by 40%.
Designed and implemented AWS Connect for scalable disaster recovery solutions, ensuring 99.9% uptime during critical outages and enhancing service reliability.
Own the end-to-end implementation of advanced Genesys URS routing strategies, translating complex business rules, customer attributes, skills, priorities, and real-time data inputs into stable, production-ready call flows.
Architect and optimize multi-level IVR solutions using Genesys Composer, focusing on call containment, reduced average handle time (AHT), and improved customer experience.
Lead the development of custom Java-based integrations and extensions, enabling seamless interaction between Genesys components and downstream enterprise systems.
Design and implement REST and SOAP service integrations to support customer data retrieval, authentication, personalization, and CRM screen-pop functionality.
Lead and execute Genesys platform upgrades, patches, and version migrations, validating compatibility, performance, and regression impacts.
Actively participate in Agile/Scrum ceremonies, contributing to sprint planning, backlog refinement, technical estimations, and risk discussions related to production support and release readiness.
Serve as an escalation point for production support issues, ensuring resolution within SLA and minimizing business impact.
Develop and maintain technical design documents, routing diagrams, IVR flow documentation, and operational runbooks.
Drive cloud and hybrid contact center initiatives, supporting integration between on-prem Genesys Framework and cloud-based services or platforms.
Establish and enforce best practices for routing design, IVR development, and coding standards to improve maintainability and long-term scalability.
Collaborate with architects, product owners, and business stakeholders to translate business requirements into technical solutions.
Mentor and guide junior and mid-level Genesys developers, providing code reviews, troubleshooting support, and technical training.
Play a key role in release planning and deployment activities, including build validation, deployment execution, and post-production monitoring.
Support CI/CD processes for Genesys-related Java components using Git-based version control and automated pipelines.
Continuously evaluate new Genesys features, enhancements, and industry trends, recommending improvements to contact center capabilities.
Ensure all solutions comply with enterprise SDLC, security, audit, and change management requirements.
US Bank, Minneapolis, MN January 2022 – December 2023
Genesys Developer
Responsibilities:
Delivered and enhanced Genesys-based contact center solutions supporting large-scale customer service and support operations.
Implemented and refined call routing logic using Genesys URS, enabling intelligent distribution based on skills, priorities, and customer attributes.
Created a custom dashboard using React JS to visualize call routing performance metrics, leading to data-driven improvements in call handling.
Utilized LDAP for secure user authentication within the Genesys platform, enhancing access control and compliance with security protocols.
Developed integration with ServiceNow to automate ticket creation for unresolved calls, reducing manual entry time by 30%.
Utilized Webhooks to facilitate real-time updates between Genesys and external systems, enhancing the responsiveness of customer service operations.
Integrated Amelia for AI-driven customer interactions, which improved customer satisfaction scores by 15% through personalized responses.
Leveraged JSON to structure data exchanges between Genesys and third-party applications, improving data consistency and reducing errors by 40%.
Implemented AWS Connect to enhance the Webhook integration, resulting in a 25% increase in real-time data accuracy for customer interactions.
Integrated AWS Connect to streamline call management processes, reducing average handling time by 15% through improved routing efficiency.
Implemented ServiceDesk for incident management related to call routing issues, which improved resolution times by 20%.
Collaborated with cross-functional teams using Jira to track project progress on AWS Connect integration, ensuring timely delivery and alignment with business goals.
Utilized Python to develop scripts that automate the monitoring of call metrics, enabling proactive adjustments to routing strategies.
Developed intent recognition algorithms using Natural Language Processing to enhance customer interactions, resulting in a 20% increase in successful call resolutions.
Integrated ADS for advanced data storage solutions, which improved the efficiency of data retrieval processes for intent recognition by 25%.
Created a testing framework using Rally to validate the performance of intent recognition algorithms, ensuring high accuracy and reliability.
Utilized JavaScript to enhance the front-end of the intent recognition system, improving user experience and interaction speed by 30%.
Built and maintained IVR workflows in Genesys Composer, improving self-service flows, call handling accuracy, and error management.
Utilized ServiceNow for incident management integration, ensuring seamless tracking of customer issues and reducing resolution times by 40%.
Leveraged text-to-speech technology to create dynamic IVR responses, improving customer satisfaction scores by 30% through more engaging interactions.
Implemented speech-to-text functionality to capture customer inputs accurately, leading to a 25% reduction in misrouted calls.
Developed custom Java components and extensions to support routing decisions, service integrations, and call flow logic.
Integrated LDAP for secure user authentication, enhancing system security and ensuring compliance with organizational standards.
Designed and implemented custom JavaScript solutions for real-time data manipulation, improving the accuracy of call flow logic and reducing errors by 15%.
Created Python scripts to automate data processing tasks, enhancing the efficiency of backend APIs and reducing manual workload by 50%.
Integrated external systems using REST and SOAP APIs, enabling real-time data exchange for customer identification and screen-pop functionality.
Implemented ADS for advanced data synchronization across platforms, improving data consistency and reducing discrepancies by 30%.
Utilized Rally for agile project management, enhancing team collaboration and tracking progress on integration tasks, resulting in a 20% increase in project delivery speed.
Employed JSON for data interchange between systems, streamlining data retrieval processes and improving system interoperability.
Managed and updated Genesys configurations, including DNs, routing points, queues, agent groups, and business attributes through GAX.
Provided hands-on support for SIP-based call flows, partnering with telephony and network teams to resolve signaling issues, call drops, one-way audio, and call quality degradation.
Performed advanced troubleshooting by analyzing URS, SIP Server, and Interaction Server logs to isolate routing logic defects, integration failures, and environment-specific production issues.
Supported high-availability Genesys environments, ensuring continuity during failover and disaster recovery scenarios.
Participated in platform upgrades and patches, validating application stability and performance post-deployment.
Collaborated with QA and business teams during UAT cycles, addressing defects and implementing functional enhancements.
Supported production releases, including deployment activities, validation testing, and post-release monitoring.
Utilized Linux environments for application support tasks such as service management, configuration updates, and log analysis.
Worked in Agile delivery models, contributing to sprint planning, development, and retrospectives.
Acted as a technical point of contact for production support escalations, ensuring timely resolution within SLA.
Guided junior team members on Genesys routing, configuration, and troubleshooting practices.
Maintained solution documentation, including routing logic, IVR designs, and operational procedures.
Ensured solutions aligned with enterprise SDLC, security, and change management standards.
Mobulous Technologies, India December 2019 – July 2021
Contact Center Application Developer (Genesys Platform)
Responsibilities:
Analyzed and resolved complex production issues using Genesys log files (URS, SIP, Interaction Server) and troubleshooting tools.
Worked closely with telephony and network teams to troubleshoot SIP signaling, call quality, and call flow issues.
Integrated SSO to simplify user access across multiple applications, resulting in a 15% increase in user satisfaction due to reduced login issues.
Utilized ServiceNow to track and manage incidents related to call quality, improving resolution times by 35% through streamlined workflows.
Collaborated with the telephony team to implement LDAP for user authentication, enhancing security protocols and reducing unauthorized access incidents by 25%.
Developed Webhooks to automate notifications for call status updates, improving real-time monitoring and reducing manual intervention by 40%.
Implemented Amelia for intelligent virtual agent interactions, automating 30% of customer inquiries and freeing up agents for more complex issues.
Leveraged React JS to build a user-friendly interface for monitoring call status updates, enhancing user engagement and reducing response times by 20%.
Created a Python script to process JSON data from Webhooks, enabling dynamic updates to the dashboard and improving visibility of call statuses by 50%.
Utilized REST APIs to integrate third-party applications, streamlining data exchange and reducing response times by 30%.
Employed Rally for agile project management during API development, enhancing collaboration and increasing project visibility across teams.
Utilized Jira to manage and track API integration projects, ensuring timely delivery and adherence to project timelines, which improved team efficiency by 25%.
Developed integrations with Genesys Inbound Voice using REST APIs, improving call routing accuracy and reducing misrouted calls by 40%.
Implemented AWS Connect to enhance call routing capabilities, resulting in a 20% improvement in call handling efficiency.
Developed custom reporting tools using AWS services to analyze call data, providing insights that led to a 10% increase in overall customer satisfaction.
Integrated ServiceDesk with AWS Connect to automate ticket creation for call issues, improving incident response times by 30%.
Configured AWS Connect to utilize advanced call analytics, leading to a 15% reduction in average handling time through data-driven decision-making.
Performed Genesys configuration activities, including routing points, DNs, agent skills, queues, and business attributes using GAX.
Implemented single sign-on (SSO) solutions to enhance user authentication processes, reducing login times by 50% and improving user satisfaction.
Integrated speech-to-text technology to transcribe customer interactions, enabling better analysis and training for agents, which improved service quality by 25%.
Configured intent recognition features using Natural Language Processing to improve customer interactions, leading to a 15% increase in first-call resolution rates.
Participated in release management, including deployments, smoke testing, and post-deployment validation.
Leveraged ServiceNow for incident management during post-deployment validation, enhancing response times to critical issues by 30%.
Automated testing scripts using Python to streamline the smoke testing process, resulting in a 40% reduction in testing time.
Utilized Jira for tracking deployment tasks and issues, which improved project visibility and reduced deployment-related errors by 35%.
Worked extensively with Genesys SIP Server, Interaction Server, URS, Stat Server, and Configuration Server for application development and production support.
Developed and optimized complex call routing strategies in Genesys URS, including skill-based, priority-based, and data-driven routing logic.
Integrated entity extraction capabilities to refine data-driven routing strategies, leading to a 10% increase in customer satisfaction scores.
Utilized JavaScript to enhance the user interface for routing configurations, making it more intuitive and reducing configuration errors by 15%.
Created JSON-based data structures to support dynamic routing logic, which improved routing accuracy and reduced call wait times by 20%.
Built and enhanced Genesys Composer call flows, handling IVR navigation, call treatments, error handling, and call transfers.
Followed SDLC, ITIL, and change management processes, ensuring system stability and compliance.
Created and maintained technical documentation for routing strategies, application changes, and operational procedures.
Implemented Java-based routing logic and custom extensions used by Genesys URS strategies, following enterprise coding standards and supporting real-time routing decisions in production environments.
Supported UAT and production environments, addressing routing defects, IVR issues, and integration failures while implementing enhancements within agile delivery cycles.
Designed, developed, and enhanced Genesys Framework 8.x contact center solutions supporting high-volume inbound and outbound voice applications.
Integrated database-driven routing (data dips) using Oracle 12c and SQL Server, enabling dynamic call handling based on customer data.
Supported CTI integrations with agent desktop applications, ensuring accurate screen pops and call control functionality.
Used JIRA for incident management, change requests, and enhancement tracking.
Assisted in IVR integrations and supported interactions between Genesys and backend enterprise systems.
Performed Linux server support tasks, including service restarts, configuration updates, and log monitoring.
Axis Bank, India Oct 2017 – November 2019
Junior Genesys Developer
Responsibilities:
Assisted in the development and support of Genesys Framework 8.x contact center applications, supporting inbound and outbound voice channels.
Worked on Genesys SIP Server, Interaction Server, URS, and Configuration Server for day-to-day enhancements and issue resolution.
Developed and modified basic call routing strategies in Genesys URS, supporting skill-based and queue-based call distribution.
Supported Genesys Composer call flows, including call treatment, announcements, and routing decisions based on business rules.
Assisted in configuring agent skills, queues, DN numbers, and routing points using Genesys Administrator (GAX).
Administered in Java-based routing logic enhancements for Genesys applications, performing controlled code updates and validations under senior developer guidance.
Integrated database lookups (data dips) using Oracle and SQL Server to support dynamic routing decisions.
Analyzed Genesys logs (URS, SIP, Stat Server) to identify call flow and routing issues.
Supported CTI troubleshooting, resolving issues related to call drops, misrouted calls, and agent login problems.
Assisted in Linux server support, including service restarts, log monitoring, and basic shell scripting tasks.
Collaborated with QA teams during UAT cycles, fixing defects related to call routing and agent workflows.
Used ServiceNow to track incidents, enhancements, and production support tickets.
Supported production deployments and post-release verification under change management processes.
Followed SDLC and ITIL processes, ensuring compliance with enterprise contact center standards.
Worked closely with network and telephony teams to support SIP call flows and IVR integrations.
Maintained technical documentation for routing strategies, configurations, and deployment procedures.
EDUCATION:
Masters of science in information systems management – LaRoche University, Pennsylvania.
Bachelors in Computer Science – BVRIT – JNTU, India.
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