Genesys Cloud CX Developer and Integration Expert

Venkat Chirumamilla ***********@*****.*** 925-***-**** Raleigh, NC

Summary Genesys Expert 14 Years of Experience Genesys Cloud CX Developer/Admin Seasoned Genesys expert skilled in the design, development, and implementation of Genesys On-prem, Pure-Engage, and Cloud CX solutions. Proficient in routing strategies, IRD 8.1, and Genesys Cloud CX integrations; adept in end-to-end reporting and production support. Seeking a role as a Genesys design engineer or Genesys Cloud CX Developer/Admin with a strong background in telecommunications solutions and stakeholder communication.

Certifications

Genesys CX Cloud Professional Certification, Genesys

Skills Proficient in Unix, Windows XP, Linux, Salesforce, Servicenow, Google Dialogflow ES/CX, Genesys APIs, Web Services, and Azure Functions, NLP/NLU engines, bot flows, digital bot flows, REST APIs, OAuth, Softphone, Webrtc SQL Server, C, C++, C#, Java, JSP, SQL, Shell Script, XML, CTI Framework, CC Pulse, CC Analyzer, Soft Phone Development, T-Server, GVP, Stat Server, Nuance, SIP, Voice XML, IVR, URS, DB Server, Configuration Server, IRD, CME, CC Pulse, Siebel CTI, Speech works, Dialogic CT Connect, Call Center Process, Web GUI Design, Avaya, TCP/Ip, HTTP, FTP, SMTP, SIP, SDP, VoIP, Fusion APIs, Genesys CTI, SIP Signaling, RTP Streaming, Voice Compression, Toad, Oracle, SQL Developer, and ADE.

Work Experience

Cygtec Inc. Genesys Cloud CX Developer Raleigh, NC Aug 2023 – Present

Lead the design, development, and deployment of advanced Genesys Cloud CX solutions, enabling scalable omnichannel customer engagement across voice, chat, email, and digital channels.

Architect and implement complex integrations between Genesys Cloud CX and multiple enterprise CRMs, including Salesforce, MS Dynamics, ServiceNow, and custom inhouse CRMs using Genesys APIs, Web Services, and Azure Functions.

Develop conversational AI solutions by integrating Google Dialogflow ES/CX, Azure Cognitive Services, and NLP/NLU engines, enhancing selfservice automation and reducing agent workload.

Execute migration projects from legacy onpremise Genesys Engage/Pure Engage to Genesys Cloud CX, including routing redesign, data mapping, IVR modernization, and APIbased system interoperability.

Build and optimize Architect call flows, bot flows, digital bot flows, and data actions using REST APIs, OAuth, and secure cloud connectors.

Implement eventdriven integrations using Azure Event Hub, Azure Service Bus, and AWS Lambda for realtime customer data synchronization.

Configure and maintain Genesys Cloud CX routing, including skillsbased routing, queue configuration, agent profiles, and workforce management alignment.

Develop and enhance WebRTCbased voice and video communication within Genesys Cloud CX, ensuring secure, lowlatency, browserbased agent and customer interactions.

Develop reusable automation components using Python, JavaScript, and PowerShell to streamline deployments, configuration updates, and monitoring tasks.

Conduct system audits, performance tuning, and analytics optimization using Interaction Insights, API logs, and custom dashboards.

Collaborate with crossfunctional teams to deliver endtoend solutions, ensuring compliance, security, and seamless customer experience across all touchpoints.

Create detailed technical documentation, including integration specs, routing logic, IVR design, API workflows, and operational runbooks.

Implemented advanced CRM screen pops using Genesys Cloud CX, WebRTC, and RESTbased integrations to automatically display customer records and interaction context on agent desktops in real time.

Designed automated wrapup code assignment using Architect flows, data actions, and CRM API integrations to streamline agent aftercall work and enhance reporting granularity.

TCS Sr. Genesys P Support L3(BOFA, JPMC) Charlotte, NC Feb 2022 - Aug 2023

Led production support reviews, participated in change management, and ensured the successful implementation of telecommunications solutions.

Implemented all the Genesys e-service routing (email. Chat and other digital media communications), Designed and implemented call routing strategies using IRD 8.1, optimizing communication workflows and customer interaction.

Conducted thorough code reviews, contributing to the reliability of live deployments by identifying issues through URS and T-Server log analysis.

Provided technical leadership in delivering end-to-end telecommunications services, enhancing system functionality and user experience.

Canada Public Health Genesys Routing Developer Remote Oct 2020 - Oct 2021

Established and maintained Computer Telephony Integration (CTI) infrastructure, successfully writing and deploying routing strategies for skill-based call distribution.

Enhanced Automatic Call Distributor (ACD) performance by monitoring metrics and executing strategic adjustments, and comprehensive reporting via Genesys Infomart.

Developed and integrated Genesys Agent Desktop screen pops, and administered backup PBX and voicemail systems, ensuring robust support for call center operations.

ADP, Inc. Genesys Design Engineer IV Atlanta, GA Apr 2018 - Aug 2020

Designed and implemented routing solutions for business communication systems, ensuring alignment with various business unit requirements.

Developed and deployed multiple production call flows using IRD 8.1.X, accompanied by comprehensive technical system design documentation.

Assisted in troubleshooting and resolving system issues, ensuring minimal downtime and optimal functionality.

Bank of America Sr. Genesys Developer Charlotte, NC Jul 2016 - Feb 2018

Developed high-level architecture diagrams and implemented call flow designs using Genesys IRD 8.1.

reviews, ensuring a seamless transition of code to Quality Assurance teams.

Genesys Components upgrading from older to current versions. Migrated Genesys serves from Linux to Unix, improving system performance and reliability.

PPL Corporation Sr. Genesys Developer Allentown, PA Apr 2013 - June 2016

Implemented Interactive Routing Designer (IRD) and Configuration Management Environment (CME) based routing strategies for efficient call flow management.

Developed IVR call flow diagrams, conducted design reviews, and planned routing strategies, leading to the successful implementation of call flows using IRD 8.1.

Created CC Pulse real-time reports leveraging Stat Server data to enhance operational monitoring and decision-making.

Thompson Cigar Genesys Developer Tampa, FL Feb 2011 - Mar 2013

Developed architecture diagrams and call flow designs to enhance user interaction with Genesys platforms.

Implemented natural and directed dialog interfaces, utilizing Jakarta Struts for middleware and JDBC for Oracle database interactions.

Education

Andhra University Bachelor of Science, Computers India 1994

University of Madras Master of Computer Applications India 1997

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