Pratyoosh Srivastava Career

PRATYOOSH SRIVASTAVA

Vice President -Software Engineering Manager in JPMorganChase

MBA (USMS), MTech(NSIT) , B.E.(CSE)

pratyoosh@hotmail.com +91 7093005075 http://in.linkedin.com/in/pratyooshsrivastava

Annexure 1: Detailed Project Experiences (as per request)

Jan 18th, 2010 – Dec 2014, Base Location: Mumbai, India

Jan 2015 – Currently, Base location –Hyderabad, India

Duration: 16 Years & 1 Months & Currently Working for Consumer and Community Banking LOB

JPMC is world’s leading global financial services firm Fortune 10 with assets of $2.3 trillion operating in more than 60 countries over more than 260,000 employees. Global leader in investment banking, financial services for consumers, small business and commercial banking, financial transaction processing, asset management and private equity.

Presently working as technical delivery lead capacity and managing the work from offshore, project & vendor management (Amazon ,amazon Proserve, TCS, Cognizant, Virtusa, Avaya, Verizon, AT&T, Genesys lab & others). Report to ED of Enterprise Contact Centre Solutions group. Current profile helps to ameliorate technical and managerial capabilities and get projects delivered for organization & even playing individual contributor role at times.

Brief on the few selected Projects worked.

Project Title : Amazon Connect for Two Lines of Business

Project Type : First Genesys to Amazon Connect for Two Lines of Business

Industry : Banking Domain

Client LOB : Internal to Bank HR and Attendance Lines of business

Team size : Started with 6 members

Duration : 3 months from conception, Unit & Integration Testing IST, UAT, PERF, E2E

Environment : Amazon Connect

Project Brief :

Full coordination with vendors viz AWS for Amazon connect.
Deployed and done successfully work flow with JPMorgan Chase Omni Framework for call routing. This is inhouse framework which can identify channel of communication and route the call based attached data.
Developed Carrier Data Retrieval, Hours of operation and other Lambdas needed for the flow in Python.
Ensured the best logging is in place which can help troubleshoot call with interaction journey.

Project Title : Amazon Connect and Genesys for Chase Travel LOB.

Project Type : First POC project for Amazon Connect and Genesys integration

Industry : Banking Domain

Client LOB : Chase Cards Services and Chase travel Card

Team size : Started with 2 members

Duration : Ongoing and 6 + months

Environment : Genesys Framework 8.5, amazon connect and Sonus SBC

Project Brief :

Full coordination with vendors Amazon connects, Genesys and other business stakeholders for this project
All the composer ORS code was migrated to GKP Kubernetes on Private cloud and changes done in KVPs to be passed on as blind as its transfer to SBC and SBC out to Amazon connect direct Connect.
Deployed and done successfully work flow call transfer from Genesys 8.5 environment to external non-Genesys environment running on Amazon VPC for Chase Travel LOB with agent sitting in Amazon connect.

Project Title : Data Center move of entire contact center to two Dual strategic Data centers.

Project Type : World’s Largest Genesys Project, 1400 Linux Servers

Industry : Banking Domain

Client LOB : Chase Cards Services (CHASE) + Retail Banking + Treasury and security services.

Role : Product SME

Team size : Started with 10 members

Duration : 12 + months

Environment : Genesys Framework 8.5, ORS, GRE, GRAT, SIPTserver, MCP, RM, Dual Environment Routing, MWS and GMS

Project Brief :

Full coordination with vendors and other stakeholders for this project for ensuring greatest available version at lockdown date.
Came up with unique idea of mass deployments with improvised version of deployment using inhouse architected framework thru microservices and eemaan scripting. Incorprated idea of pave and repave in Genesys infrastructure first time in Genesys global deployments ever known.
Architecture the infrastructure design documents and builds specs .Came up with unique concept of design documents into three parts visio for diagrams, Golden copy of the option excel and word workbook with sections per layer and subsection per components. This ensured a massive project of this magnitude if of best quality standards and any changes needed in platform goes thru my review.
Define the test cases for UAT for media and routing components so regression tests can be performed post any configuration change in the platform or version upgrades or option optimizations.
Responsible for clear and precise delivery timelines meeting LOBs migration dates and expansion dates with Zero issues 100 percent of the times.
All the ORS code was migrated to GKP Kubernetes which running war files on Private cloud.

Project Title : Early Adopter Program for Genesys and JPMC for Genesys Private cloud deployment of Media Components

Project Type : Early adopter program for Genesys deployment on Private cloud

Industry : Banking Domain

Client LOB : POC for Bank and Vendor – Genesys

Role : Technical Lead & Deployment specialist Lead

Team size : 3 members

Duration : 10 + months

Environment : Genesys Framework 8.5 and Kubernetes on engineering Kubernetes cluster, Ansible scripting

Project Brief :

Full coordination with vendors (Virtsua,Genesys) and other stakeholders for this project and ensuring latest version for Genesys private cloud images.
Genesys media components and MCP, RM and RS moved to Private cloud.
Genesys labs scrapped the Private cloud product in Dec 2022.

Project Title : Mass Transformation of entire contact centre from TDM based Genesys 8.0 platform to SIP based 8.5 Genesys

Platform on Praesto Project

Project Type : World’s Largest Genesys Project, 1400 Linux Servers with SBC Sonus integration

Industry : Banking Domain

Client LOB : Chase Cards Services (CHASE) + Retail Banking

Role : Technical Product Owner for the Genesys deployments and the overall authority for Genesys deployments

Showcasing 655K USD savings

Team size : Started with 2 members and grown up to 20 members

Duration : 30 + months

Environment : Genesys Framework 8.5, ORS, GRE, GRAT, SIPTserver, MCP, RM, Dual Environment Routing, MWS and GMS

Project Brief :

Full coordination with vendors and other stakeholders for this project for ensuring greatest available version at lockdown date.
Came up with unique idea of mass deployments with Linux shell scripting and Eemaan Scripting to mass deploy Genesys with lockdown design document-based options. This one of its own kind self-home-grown methodology which saved 655K USD for the firm devised by me. Genesys doesn’t provide automation and customization till this level which is matured enough for banking standards. This saved deployment time of 1 year. Provided solution post researched for GAX based shortcomings for any automated deployments due to JPMC TLS standards and multi node installations.
Maintain appropriate secure from start initiatives where TLS and other restrictions are baked into from Day 0 itself in Genesys configurations.
Architecture the infrastructure design documents and builds specs .Came up with unique concept of design documents into three parts visio for diagrams, Golden copy of the option excel and word workbook with sections per layer and subsection per components. This ensured a massive project of this magnitude if of best quality standards and any changes needed in platform goes thru my review.
Define the test cases for UAT for media and routing components so regression tests can be performed post any configuration change in the platform or version upgrades or option optimizations.
Expert in the creation of ORS Clusters and cluster optimization with ORS options to Cassandra integration with proper replication factor to ensure during major major DC failover routing is not impacted. Executed clustering in multiple environments.
Performance testing of the architecture simulating one data center in Performance LAB.
Volume testing by increasing the components likes MCPs, GRE and ORS Tomcats to achieve targeted volume. Post learning from Performance testing scale up the Production configuration.
F5 Load balancer configuration for Geographical Load and Local Load balancer configurations to support GRE counts scale up and ORS Tomcat Counts scale up.
This project we ensured calls originating from one Genesys CME environment travels across to another Genesys CME environment. This is another in-house home-grown approach where Genesys itself doesn’t provide a solution. Those even working with Genesys for long not have heard anything like this.
Development of shell scripting tools to deploy License on 1400 plus servers at one shot.
Server certificates Generation on Linux reduced time by 4 months if was done with automation.
Worked with Genesys Engineering to procure hotfix which were especially released because as JPMC we identified bugs with recent version which others yet to test.
Quarterly research demos on scope of improvements and keep the bank abreast with latest and greatest Genesys has to offer.
Responsible for clear and precise delivery timelines meeting LOBs migration dates and expansion dates with Zero issues 100 percent of the times.
Meeting the adaptability of some components movement to cloud MCP based media files integration to GAIA cloud.
Integration of SBC with tweaking in the Genesys SIP Dial-Plan configuration with dedicated dial Plans for QSip Servers and Agent Sip Servers.
Single handedly worked on creation of Dark Lab followed by Dev LAB, UAT and Performance LAB and Production environment.
Due to nature of large-scale project created prioritized Kanban Epics and task prioritizations for smooth delivery. During the start of the project was the only expert left with highest JPMC Genesys Core infrastructure experience and used this experience to define and lock down acceptance criteria for work.
Worked on GA based template control for mass option changes due to XML import of on APD template.
Worked in development of Java tool for configuration comparison for Genesys application types using Config SDK.
Came up with unique idea of Versionisation in-house scripting (shell scripting and Eemaan scripting) to maintain in bit bucket repository with reference to JIRA story number tagging per upload.
Composer strategies wrt to test cases writing to support SBC Certification test cases and deployment to ORS Tomcats.Code promoted from Dev to Prod environment to get Genesys environment attested.
Champion in LRG configuration thru GA for massive 100 plus MCPs infrastructure ensuring TLS thru RMs.
Consistent upgrades to match the risk criteria acceptance

Project Title : Multiple LOB Level Projects Genesys Risk Mitigation Projects & LOB Agile Transformation Project

Project Type : Very Large Scale Genesys Risk Mitigation Project and Corporate Standardization project

Industry : Banking Domain

Client LOB : Chase Cards Services (CHASE) + Retail Banking + Treasury Services

Role : Technical Lead & Deployment specialist Lead

Team size : 4 members

Duration : 8 + months

Environment : Genesys Framework 8.1\8.5, Windows 2008 Enterprise R2, Virtual Hold

Project Brief :

Full coordination with vendors and other stakeholders for this project for ensuring latest and greatest version of Genesys suites and VHT modules.
Onboarding LOBs multi-site and permission management, Enforcing Bank documented security standards for all migrations and deployments
Maintain appropriate governance, compliance, and management oversight with clear status communications to stakeholders
Have come with process improvements ideas for improving professional efficiency driving it till execution.
Improved the delivery time of mass generation of Genesys objects thru usage of Eemaan Scripts ensuring in time delivery
Development of Java based Genesys License monitoring and new license deployment of 475 Windows without any downtime.
Single sign On implementation for Login authentication in CME across LOBs as risk mitigation project.
Creation of Sandbox environment for load testing and pre and post stare and compare.
Worked on EEMAAN suite for Genesys mass load and upgrades, automation thru excel for faster query generation.
Worked with Dotnet developer’s for development of Mass per missioning tool.
As delivery lead ensure process of Maintenance cycle in Genesys gets underway without downtime
Worked with Genesys to obtain hot fixes for 8.1 versions and 8.0 versions Genesys components thru weekly meetings and Engineering requests.
Quarterly research demos on scope of improvements and keep the bank abreast with latest and greatest Genesys has to offer
Apart from multiple LOB projects delivery part of Level 3 engineering team involved in Priority 1 issues.
Personally came up with unique idea of adding SharePoint based Knowledge repository of issues and mitigations steps attached to the reaction scripts of Genesys Alert

Project Title : Genesys 8.1 serving site deploy & Process Improvements

Project Type : Very Large Scale Genesys Migration & Deployment

Industry : Banking Domain

Client LOB : Chase Cards Services (CHASE) + Retail Banking

Role : Technical Lead & Migration Specialist

Team size : 6 members-4 offshore & 2 onsite

Duration : 11 months, May 2013– December 2014, onsite

Environment : Genesys Framework 8.1, Windows 2008 Enterprise

Project Brief :

Have come with process improvements ideas for improving professional efficiency driving it till execution.
Improved the delivery time of mass generation of Genesys objects thru usage of Eemaan Scripts ensuring in time delivery
Single sign On implementation for Login authentication in CME across LOBs
Worked with Dotnet developers for development & deployment of Mass Genesys per missioning tool.
Developed Genesys Dashboard for Log Level display for IServers and URS, worked with Java Developer.
As delivery lead ensure process of Maintenance cycle in Genesys gets underway without downtime
Worked with Genesys to obtain hot fixes for 8.1 versions and 8.0 versions Genesys components thru weekly meetings and Engineering requests.
Quarterly research demos on scope of improvements and keep the bank abreast with latest and greatest Genesys has to offer.
Apart from multiple LOB projects delivery part of Level 3 engineering team involved in Priority 1 issues.

Project Title : Genesys 8.1, upgrade and – Environment Integration

Project Type : Migration & Deployment

Industry : Banking Domain

Client LOB : Chase Cards Services (CHASE) + Retail Banking

Role : Technical Lead & Migration Specialist

Team size : 12 members-3 offshore & 9 onsite

Duration : 5 months, Jan 2013– April 2013, onsite

Environment : Genesys Framework 8.1, Windows 2008 Enterprise

Project Brief :

Configuration Stress Testing, Performance tuning, test plan creation and execution
Full coordination with vendors and other stakeholders for this project.
Ensured No downtime, conducting Migration on of-productions hours.
Call volume Capacity of these Integrated Genesys Environment of Over 3.5 million calls per day
World’s biggest Genesys Environment Over 140 URS and 110 TServer,35 Tproxy,230 Statservers,350 Host Servers
3 Different Data Centers and 17 Premise Sites
Received Certificate of Achievement during corporate Town hall for this Project

Project Title : Genesys 8.1 IVR- Intervoice IServer Migration Project Type : Migration & Deployment

Industry : Banking Domain Client LOB : Chase Cards Services (CHASE)

Role : Technical Lead & Migration Specialist

Team size : 4 members-3 offshore & 1 onsite

Duration : 5 months, Oct 2011– Feb 2012, onsite

Environment : Genesys Framework 8.0, Avaya G3, Intervoice, Media Layer 8.0, Win 2003

Project Brief :

Conducted the Genesys Media Layer Migration to 8.0 version Hands-on experience
Over 75 Genesys Intervoice IServer Applications on over 30 Genesys Servers migrated to Genesys 8.0.
Performance tuning, test plan creation and execution.
Extensive testing for attached data and XML events validation in Call Flow.
Full coordination with vendors and other stakeholders for this upgrade.
This level of Genesys I server Migration haven’t been carried out before ever in the enterprise.
Ensured No downtime, conducting Migration on of-productions hours.
Call volume Capacity of these Migrated I- servers of Over 2 million calls per day

Project Title : Genesys 8.0 Framework, Services, Configuration Layers Migration

Project Type : Big Genesys Migration & Deployment

Industry : Banking Domain

Client LOB : Chase Cards Services (CHASE)

Role : Technical Lead & Migration Specialist

Team size : 6 members-4 offshore & 2 onsite

Duration : 6 months, April-Sept 2011, onsite

Environment : Genesys Framework – Configuration, Management & Services Layer 7 to 8.0, Win 2003 and Sun Solaris 10.0

Project Brief :

Genesys Management Layer and Configuration Layer were upgraded to 8.0.
This was carried in step by step phase on over 170 servers & over 800 applications without causing any downtime.
Genesys components upgraded layer wise approach.
Genesys application Migrated – Over 16 Sites and Two Data Centers
Genesys Configuration Server Database Migration to Oracle 11g thru a controlled Enterprise Change methodology.
Performance tuning with 11g Database with Genesys 8.0
Full coordination with vendors and other stakeholders for this upgrade.
Over 57K configured agents ,42K Extensions
Significant cost reduction in doing in US off-hours and reduced number of Vendors

Project Title : Genesys 8.0 Management Layer Migration

Project Type : Migration & Deployment

Industry : Banking Domain

Client LOB : Retail Banking (Consumer Business Banking)

Role : Technical Lead

Team size : 4 members,3 offshore & 1 onsite

Duration : 3 months, Jan – March 2011, onsite

Environment : Genesys Framework 8.0, Management Layer 8.0, Avaya G3, Win 2003 and Sun Solaris 10.0

Project Brief :

Genesys Management Layer and Configuration Layer was upgraded to 8.0.
This was carried in step by step phase on over 140 servers & over 300 applications without causing any downtime.
Genesys application Migrated – Over 5 Sites
Full coordination with vendors and other stakeholders for this upgrade.
Over 20 K configured agents ,20 K Extensions
Significant cost reduction in doing in US off-hours and reduced number of Vendors

Project Title : Genesys 8.0 Framework Migration

Project Type : Migration & Deployment

Industry : Banking Domain

Client LOB : JP MorganTreasury Security and Services (TSS)

Role : Technical Lead

Team size : 2 members-1 offshore & 1 onsite

Duration : 2 month, Nov-Dec 2010, onsite

Environment : Genesys Framework 8.0, Management Layer 8.0, Avaya G3, Only Sun Solaris 10.0

Project Brief :

Genesys Management Layer was upgraded to 8.0 on Solaris Boxes
Genesys application Migrated over 2 Sites
Full coordination with vendors and other stakeholders for this upgrade, Change Management execution
Ensured no downtime and projected executed with minimum resources

Project Title : Genesys VXML VRU & Iserver Expansion

Project Type : Deployment & Onboarding

Industry : Banking Domain

Client LOB: JP MorganChase Cards Services (CHASE)

Role : Genesys System analyst

Team size : 2 members-1 offshore & 1 onsite

Duration : 4months, July-Oct 2010, onsite

Environment : Genesys Framework 7.2, Management Layer 7.2, Genesys Real-time Reporting, Avaya G3, Win 2003

Project Brief :

Installing Load distribution server, I-Server installation and configuration
Access resource and EPN Tags creation, mappings and validation of call flow.
Deploying Network Pre Route Solution Genesys
Working with VXML IVR team for testing of menus and passing of KVP to Genesys for Pre Route Leg of Call
CC Pulse View Creation for new VRUs capturing details for VRUs for occupancy.
Created threshold parameters and Solution Control Servers auto mail alProject Title : Genesys Reporting Layer Upgrade

Project Type : Genesys Services and Media Layer Migration

Industry : Banking Domain

Client LOB : JP MorganChase Cards Services (CHASE)

Role : Genesys System analyst

Team size : 2 members-1 offshore & 1 onsite

Duration : 2 month, May- June2010, onsite

Environment : Genesys Framework 7.2, Media Layer & Real-time Reporting 7.2 to 8.0, Avaya G3, Win 2003

Project Brief :

As Genesys analyst upgraded the Stat & T-Server to 8.0 versions
16 geographically distributed premise TServer sites were migrated.
Ensured the Post-Routing works in production environment.
Managed License, application procurement form vendor and resolving issues post upgrade.
Project executed without any production outage
This was well thought approach to reduced Stuck Calls during application flip overs.

Project Title : Genesys Routing Strategies Application Development

Industry : Banking Domain

Client LOB : JP MorganChase Cards Services (CHASE)

Role : Genesys System analyst, Onsite

Team size : 3 members-2 offshore & 1 onsite

Duration : 4month, Jan 2010 – April 2010, onsite

Environment : Genesys Framework 7.2, Intelligent Routing Designer 7.2, Universal Routing Server 7.7, Avaya G3, Win 2003

Project Type : Genesys Routing Strategy development & Application Post implementation support

Project Brief :

Genesys Intelligent Routing developer and maintenance of Genesys Network Pre-Routing Production environment support.
Aforesaid Genesys Environment is largest Genesys infrastructure till date.
Meeting business deadlines for changes and production rollovers.
Creation of environment change management documents and execution.
Post execution monitoring.
Call Concentrator Custom Query design to auto send email alerts for switch not writing data.
Proactive support thru call volume and log analysis pre-production hours.
Gathering the requirement and later development of the Chase Canada Call flow in Genesys Intelligent Routing Designer
Modularizing the Genesys Call Routing Programs for particular business segment

Duration: 5 years & 6 months June 11th, 2004 – Jan 2008 Base Location: New Delhi, India

Feb 2008 – Jan 13th, 2010 Base Location: Bangalore, India

Onsite Work Exposure: Los Angeles-USA

I have served this NASDAQ listed iGATE firm over 5 years and worked projects from application development, implementation, onsite & offshore support, managing team of 10 plus software engineers. Majority of the projects were from CRM-CTI Genesys suite implementation.

Apart from end to end working of Genesys Suites (deployments), Consulting (new implementations, improvements) and support (migration and PCRs for the environment) I have extensively worked on developing IGATE’s in-house products which were based on Genesys SDKs & libraries using VB,Dotnet,VC++,VXML as per the clients requirements and . Utilized my strong programming background and software skills apart from Genesys suites. I have actively participated in delivering RFPs, Presentations for the pitching for new projects during my tenure at iGATE. Highlighting below projects major clients for whom I have worked for as a Genesys Consultant on iGATE’s payroll.

Client : Royal Bank of Canada, Toronto, Canada

Project Title : Genesys Routing Strategies Application Development

Industry : Banking Domain

Role : Genesys Consultant

Team size : 5 members-3 offshore & 2 onsite

Duration : 2month, Nov 2009 –Jan 2010, onsite

Project Type : Implementation and Demo

Environment : Genesys Framework 7.5, Intelligent Routing Designer 7.5, Universal Routing Server 7.2,

CCPulse, Oracle 9i, Win2K3, VBStudio Dotnet, Genesys Platform SDKs.

Project Brief :

Phase I:

Presentation to RBC for iGATE’s Genesys Consulting and 24X7 support practice.
Created Genesys 7.5 environment in short notice for client visit and connection to Avaya Switch.
Demoed Company’s capability for the business logic conversion to Genesys Intelligent routing cited previous projects.
Developed Sample Genesys routing strategies using Genesys Routing Designer 7.5.
Customization of sample softphone application in VB ActiveX for Client Demo purpose for populating attached data on the advisor screens.
Demoed the Sip server 7.5 standalone application with Genesys URS integration.
Demoed company’s capability for Genesys Workforce Management 7.5 integration with existing environment.

Phase II:

Worked and managed small development team of Dotnet(C#) resources to showcase the conversion of basic functionality of Softphone application from VB to Dotnet(C#) using the Platform SDK approaches. This was used to demo capability of the firm to make Dotnet based Thick client application for screen Pops. This effort was for over two months.
Demoed the results of calls with user friendly CCPulse templates –colored alerts for thresholds and disposition codes.
This effort led to signing off the contract of over 0.5 MNC Dollars.

Client : Union Bank of California, Los Angeles, USA

Project Title : Full Genesys 7.2 Implementation & integration

Industry : Banking Domain

Role : Genesys Consultant & Onsite Lead

Team Size : 6 members-3 offshore & 3 onsite

Duration : 16 month, July 2008 -Nov 2009 onsite & offshore

Environment : Genesys Framework and Inbound Routing 7.2, Intelligent Routing Designer 7.2, Universal Routing Server 7.2, Genesys Reporting: CCpulse and Contact Centre Analyzer CCPulse, Genesys Work Force Management 7.2, Oracle 9i, Win2K3, Solaris 8.

Project Type : Full from scratch Genesys Implementation, Demonstration, Genesys Softphone Application Development, Onsite Deployment, UAT & Sign off, Post Implementation support only thru PCRs for application

Project Brief:

Phase I:

Provided the demo and presentation to client for company’s Softphone capability.
Post winning the contract got the functional requirements documented and worked for enhancement of application onsite using Microsoft Visual Studio 6 with Genesys ActiveX 7.2 T-Lib on Genesys 7.2 Framework.
Softphone application customized for the screen pop based on attached data.
Unification of Softphone application across two lines of business.
Phonebook directory and quick dial on the Softphone.

Phase II:

Worked in a team to gather business requirements for making strategies in Genesys Intelligent Routing and then transferred requirements into call flow in Visio.
Worked in team for installation of entire Genesys Framework 7.2 in client’s Development and Production environment.
Worked in team for the installation of Genesys Workforce Management 7.2.
Designed and tested Genesys Routing strategies for Development and Production environments.
Cross coordinated with client’s Telecom and client’s CTI team for Genesys implementation.
Enhancement of the existing Softphone with new Screen Pops based showing customer priority Gold, Platinum etc based on attached data passed through strategy. Provided control of application behavior through custom options that read from Genesys Configuration Manager.
Coordinated for the UAT for the enhanced Softphone and Routing strategies.
Clean transfer of knowledge to Client’s CTI team for operation of Softphone and Process Managers.

Phase III:

Provided Post implementation support from Offshore and did daily health monitoring and status updates and managed weekly meetings.
Work on the Genesys Routing changes as per changes specified by process team.

Client : Publishers Circulation Fulfillment (New York Times), New York, USA

Industry : Media

Team size : 11, 8 offshore 3 onsite

Role : Offshore Manager (roles changed depending on Phase, during project tenure) in iGATE for PCF, Setting up

of offshore 24 X 7 Support ODC center in Bangalore, India with 10 Genesys Engineers

Duration : 24 months June 2006 to June 2008, Offshore (multiple projects at same time)

Environment : Genesys 6.5 Inbound routing on Aspect, Genesys Work Force Management deployment 6.5, Soft phone Development, Genesys Outbound Contact Solution 6.5, Genesys Reporting CCPulse and Genesys CCA Reporting Development in Brio 6.6, Genesys Internet Contact Solution 6.5 for Email

Project Type : Genesys Full implementation, Softphone Development with Genesys Environment & environment and application support.

Project Brief : This was one of the longest projects of my Genesys career where I have been involved from scratch implementation to post implementation to support. I have been part of team involved in discovery session and later managed the team. I have hired resources and relocated the entire Genesys operations from Delhi office to creation of Offshore Development Centre in Bangalore, India. It gave me opportunity for me to interact with various stakeholders for this move and have successfully relocated the team and made entire team functional to support from Bangalore Offshore Development Centre for client. I have got opportunity to mentor resources under me and thereby improving overall client trust, satisfaction & reputation gained by organization helped in continuous project signing for over 3 years from the client.

Phase I: As Genesys Software Engineer

Worked in a team to deploy Genesys Enterprise Multisite Routing strategies involving database dip, SLA, and Expected Wait-time (EWT).
Worked on installation of Internet Contact Solutions 6.5x in test, development and Production environment.
Worked on creation of Genesys Brio reports and use of Genesys custom Stats.
Worked in team of developers for deployment of custom Softphone at two sites.
Performed the test cases and worked on test script preparations.
Worked in team for installation of Workforce Management Solution 6.5.

Phase II: As Consultant

Provided support to the client post implementations, resolve issue within the SLA.
Provided support to the custom Softphone applications and bug fixing post rollover.

Phase III: As Consultant

Implemented Genesys Call Concentrator in High availability setup.
Provided Genesys Environment support for the client.
Worked for the up gradation 6.5 Framework environment to 7.2 Environment.
Provided technical assistance and documentation for the upgrade.
Worked in team creation of custom application for data cleanup of Call Con using Microsoft Visual Studio Dotnet 2005.Demoed the utility of this application.

Phase V: As Offshore Manager

Led the deployment of offshore Support Team for 24 X & Genesys Environment and complete transfer of team from Noida to Bangalore office and setting up ODC (Offshore Development Center).
Did the hiring for the project needs and had conducted the performance reviews of employees reporting to me.
Provided the technical and consulting support to the client Genesys Environment.
Provided Genesys consulting proactive support and daily health check monitoring pre production hours.
Handled Weekly status meeting with the client and status updates.

Client : Elavon Financials– Euroconex which was JV of Nova Info. Systems & Bank of Ireland)

Industry : Banking and Finance

Role : Genesys Consultant

Team size : 4 , 2 offshore, 2 onsite

Duration : 3 months Apr 2008 to June 2008

Environment : Genesys 6.5 Framework & Inbound routing on Nortel Meridian, Java Web-based Sofpthone using Genesys

SDK 6.5 Genesys Reporting CCPulse and Genesys, CC Analyzer Reporting Development in Brio 6.3, Oracle 8i

Project Type : Genesys implementation, Softphone Dev., Testing & support, Genesys Env. Support (Non 24X7), Brio Reports design using Brio 6.3

Project Brief :

Phase I:

Involved in building and testing Call flows in Genesys Routing Designer.
Designed custom reports in Brio and made it available on their intranet.
Deployed offshore test environment of the client for testing and support.
Worked with Java developers to make changes to existing java thin client Genesys Softphone.
Tested the application and ensured for production environment deployment and support.

Phase II

Provided the Genesys environment and application operation support.
Tested all the custom reports and interaction with call center agents.
UAT testing for Softphone application

Client : Pepsi Americas, USA

Industry : Consumer Durables

Role : Genesys Consultant

Team size : 4members-3 offshore & 1 onsite

Duration: 3 month, Jan 2008 to March 2008, Offshore

Environment : Genesys Framework 7.2, Intelligent Routing Designer 7.2, Genesys Voice Portal 7.2,Sql Developer 2000

Project Type : Genesys Environment Support (Routing changes and GVP Only)

Project Brief :

Phase I:

Worked with CTI team for day to day Genesys administrative & management activities.
Provided Level 2 support in Production time.
Did Genesys application migration from offshore.
Enhanced the routing strategies using the dynamic features using list, Quota implementation to avoid repeated code compilation.

Phase II:

Genesys Routing changes as per business needs
Genesys Voice portal application changes in GVP Studio as per the business needs.
Migration and Consulting for Genesys Environment & upgrade ,POC work done for lab Genesys 7.5

Client : US Bancorp (acquired Nova Information Systems) Atlanta, USA

Industry : Banking and Finance

Role : Genesys Consultant

Team Size : 6 , 4 offshore, 2 onsite

Duration : 18 months Jun 2006 to Dec 2007

Environment : Genesys 6.5 Framework & Inbound routing on Nortel Meridian,VB Sofpthone using Genesys SDK 6.5,

Outbound 6.5, Genesys Reporting CCPulse and Genesys, CC Analyzer Reporting Development in Brio 6.3,

Oracle 8i

Project Type : Genesys implementation, Softphone Development, Testing & support, Genesys Environment support (Non 24X7),Brio Reports design using Brio 6.6, Genesys Routing Development, Testing and Support for Genesys Environment

Project details : This was one of my first project on banking industry. It gave me opportunity to learn on various security scenarios and authorizations issues for accessing data apart from developing Genesys routing strategies for the client and worked in a team which developed 3 different softphone applications for the client based on the lines of business. Three different softphone application sites were supported in viz Knoxville, Permiter and Concourse (all in Atlanta, GA, USA).I was later given ownership of one of these Softphone application called as iPhone.

The iPhone performs the tasks of the telephone instrument used by the agents in a call center. The aim is to capture the events taking place at the onset of each inbound and outbound call for generation of Agent and Call Center related reports. The iPhone has to interact with the TServer for pulling stats related to each call and also interact with the underlying database for fetching/feeding data pertaining to Customers/calls. It shall also make use of the Genesys framework for getting itself registered as one of its members so as to send/receive the call events to/from the CTI Layer. We developed three different flavors of the Softphone applications catering to different line of work.

Phase I:

Prepared Business Requirement Document, it and designed the report template and layout.
Prepared the documents for the discovery phase and architecture diagrams in Visio.
Client interaction on report presentation and designing of custom statistics.
Designed custom reports in Brio and made it available on their intranet. Tested all the custom reports using test environment.

Phase II:

Provided the post implementation support for the client’s Genesys production environment.
Understanding the issues, raising the request behalf of client and providing Root Cause Analysis.
Code tracking in VSS Server.
Updating the knowledge documents for the project and
Training new developers to get acquainted with specific version of client’s softphone application.

Phase III:

iGATE proprietary product enhancement viz. Genesys softphone applications – bug fixing and releasing new version for PCR.
Utilized concept of Web based VSS so the consultants working at different locations can check in source code.
Tested out new release in simulated CTI environment in iGATE Development and client’s Test and carrying out tasks for change management approvals to release in production environment.
Post implementation support and handling the command centre bridge full support during rollout.

Client : SOT, State of Texas- Texas Comptroller of Public Accounts, Texas, USA

Industry : US Government Public Service Company, Taxes

Role : Genesys Consultant for iGATE, offshore

Team Size : 4 , 3 offshore, 1 onsite

Duration : 6 months Jan 2006 to June 2006

Project Type : Genesys Environment Deployment and Support, Genesys Upgrade, Routing Changes, Architecture Documentation

Environment : Genesys 6.5 Inbound routing on Rockwell Spectrum, Softphone Development Visual Basic ActiveX, Oracle 9.2 Brio Reports design using Brio 6.3(only canned), Genesys Routing Development, Testing and Support for

Genesys Env., Implementing Genesys EServer (iGATE Custom application for Statistic display on Softphone)

Project details:

It was one of my projects where the client was US Government body and it has outsourced Genesys environment upgrade and support to one of the offshore vendor’s viz. iGATE. I have worked on development of iGATE proprietary Softphone application which was customized for the client.

I was involved in the development, testing of softphone application and apart from the inbound functionality the softphone was developed to support the Preview Mode dialing systems of this Contact Center. It has features like Transfer, Hold, Conference, Retrieve, Request Preview Record, Answer, Hang-up etc. Population of attached data with fields like SSN, TAxpayed helped in servicing customer better.Softphone application was able to retrieve statistics thru EServer Softphone was made intelligent enough to show Q#, CIQ, EWT.This enhancement helped in efficiency of the agents and better performance and better customer service.

I was also involved in ensuring the Genesys datamart issues\ reporting issues and Genesys datamart database maintenance. Modifying the Brio report files or fixing issues where client’s business team doesn’t get the data. Worked on Genesys skill based routing for agents spread in four different locations in Texas – Dallas, San Antonio, Austin and Houston with single tenant Genesys architecture.

Phase I

Involved in testing Call flows and documented the Environment Technical Runbook.
This was one the projects which has been recently migrated from Genesys 5.1 to 6.5
Genesys Softphone based application testing on ActiveX development and customization.
Educating clients technical staff for running Outbound Campaigns – My role was to document the procedure provide to onsite.
Configured the Brio jobs on the Brio Broadcast server – automation effort for manual report retrieval

Phase II

Providing support for Genesys Softphone application developed – bug fixing and enhancement.
Working on additional requirements and approved PCRs.
Providing the maintenance of Genesys Datamart suite.
Created & worked on the disaster recovery guide.
Troubleshooting issues with E-Server & working with VC++ developer to explain and bug fix.
Educating the new staff with Operations Support Guide methodologies.

Client : IRI Information Resource Inc, Illinois, U.S.A

Industry : Consumer Research

Role : Genesys Consultant and GVP IVR App. Developer

Team size : 4, 4 onsite (worked at client site in Delhi, India)

Duration : 12 months June 2006 to June 2007

Environment : Genesys 6.5 Inbound routing on Avaya G3 Genesys Framework 6.5,

Soft phone Development Genesys SDK 6.5 (Inbound and Outbound), Genesys Outbound Contact Solution 6.5, Genesys Reporting CCPulse and Genesys, Contact Centre Analyzer Reporting Development in Brio 6.3,Genesys Voice Portal and Genesys Studio

Project Type : Genesys Full implementation, Softphone Dev. with Genesys Env. & application change PCR support.

Project Brief :

Scratch implementation, developing iGATE product Genesys softphone for the client and customizing it.It was one of my longest and important milestones of my career from Genesys experience. I got first time opportunity to work on the client location and took part in discovery sessions. It helped to understand the existing functionality of the center in and conceptualize total end to end Genesys solutions for entire functionalities and migration from Avaya based contact center.

Phase I:

Installed Genesys 6.5 Framework in Development environment
Used this environment to provide application development on WinXP Client machine.
Installed Genesys 6.5 Outbound suite to simulate outbound features.
Used the test environment created to develop the Genesys Softphone application using provided Genesys SDKs.
Basic functionality of inbound call handling was development using the SDK and further enhanced it with outbound modules and forms design for the outbound solution. As soon as the agent logs in, he can view the outbound campaign details on a panel designed for the same. He would receive the records in a pop up screen when he requests for the same under Preview Dialing mode.

Phase II:

Installed Genesys 6.5 Framework environment in Production environment at client site.
Understood the business requirement, involved in preparation of functional specification and call flow diagrams.
Designed the call flow using Visio for all modules. Transformed the call flow to Genesys Routing Designer. Used Genesys Agent Skill based routing. Prepared the test case documents and tested the call flow in development and production environment.
Carried out the functionality testing for the Softphone (Telephone dialer used by call center agents).
Did the support for entire UAT sessions for the softphone.

Phase III

Provided support to client CTI team for day to day Genesys administrative & management activities.
Worked in the implementation of Outbound 6.5 Suite.
Provided Level 2 support in Production time.

Phase IV

Developed GVP -IVR Application 6.5 from scratch process including Intel Dialogic JCT board physical install and configuration.
Participated Client interaction for analyzing business requirement and then as per requirement gathered designed the Call flow in Visio.
Responsible for designing the Voice files (VOX files), conversion to G711 uLaw and then integrating them in CallFlow using Genesys Studio.
Responsible for designing the whole application/Call flow from scratch in the GVP Studio.
Prepared the test cases for the IVR call flow and tested the system handed over the test case to client for UAT.
Conducted the session with client’s telecom team for knowledge transfer for administering the application.

Client : CNH Capital, Case New Holland, USA

Industry : Private commercial equipment financing company

Role : Genesys Consultant for iGATE, offshore

Team size : 4 , 3 offshore, 1 onsite

Duration : 3 months Oct 2004 to Dec 2004

Environment : Genesys Softphone Development, Genesys Environment and Softphone Application Support

Project Type : Genesys Environment Deployment and Support, Genesys Softphone Upgrade and Testing with RUMBA

Project details:

This was one of my earlier Genesys offshore projects where I have worked Softphone application’s enhancements. Primarily this was support project for iGATE’s iPhone application provided to the client. Integration with RUMBA mainframe thru softphone was one of the primary tasks. Later with advent of Win XP client softphone code was modified and bugs were fixed till product got stabilized. MCI was iGATE’s partner on his project this incase supporting as third party for CNH.

Phase I:

Genesys implementation for inbound for Client’s Lab environment.
Providing Genesys application support remotely thru VPN sessions from offshore.

Phase II:

Enabled agent screen-pop and contact information via custom designed soft-phone based on Genesys T-Lib
Softphone integration with Rumba Mainframe application.
Softphone application compatibility for XP machines .Package and Project modifications.
Assisted the Onsite team for UAT for deployment to XP machines.
Created test cases for functionality testing of softphone on XP machines.

Phase III:

Softphone troubleshooting at agent end through remote connection. Grabbing and analyzing the softphone Log files
Ensured business as usual for the client.
Provided the post implementation support for the client’s Genesys production environment.
Played interface role between client IT persons from WorldCom MCI and offshore iGATE IT persons for remote connection issues.

Client : SMUD Sacramento Municipal Utilities District, Sacramento, California, USA

Industry : Public Utility Company for Electrical Services

Role : Genesys Consultant for iGATE, offshore

Team Size : 4, 3 offshore, 1 onsite

Duration : 3 months Aug 2004 to Oct 2004

Environment : Genesys 6.5 Inbound Routing, Genesys Workforce Management 6.5, Windows 2000 Server, Oracle 8i

Project Type : Genesys Environment Support, Genesys Migration, Genesys Application Version Testing, Lab and production Deployment

Project details:

This was one of my earliest Genesys projects where I have extensively involved in learning the basic of Genesys suites. Working on day to day issues of the client and raising queries and following-up request with Genesyslab till issue closure. Providing status update of issues in progress to client Project manager. Since it was initial project I have deployed a simulated environment of client in offshore for the support project. This was value add to existing project as we can test the new releases at our end without deploying directly at client site QA environment. This idea was appreciated by team and client and it was something new.

Phase I

Provided support to the client’s Genesys production environment.
Made Templates through for CPU utilization of Genesys Applications on servers.
Genesys URS and TServer monitoring on high call volume time.

Phase II

Did Genesys Test environment implementation for client environment simulation
Made scripts to cleanup duplicate records in WFM database.
Changes in the Routing strategies as per the requirements

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