vamsi - Contact Center Solutions Architect with 10+ years in Customer Experience Technologies

Extensive experience designing and managing Genesys Cloud CX environments for large-scale enterprise clients.

Proficient in Cisco CUCM, Unity Connection, Jabber, and IP Phones for enterprise-level communication networks.

Skilled in integrating systems using Salesforce REST API and ServiceNow to enhance contact center workflows.

Hands-on experience managing multi-site VoIP and unified communication systems for enterprise deployments.

Architected and administered Genesys Cloud CX (CX3 / PureConnect) environments for enterprise clients including Johnson & Johnson, JP Morgan Chase, and State Street — supporting 1,000+ agents across globally distributed, multi-site deployments with ACD, skills-based routing, queues, wrap-up codes, and agent profiles configured to maintain contracted SLA targets across Critical, High, Medium, and Low severity tiers. Designed and built end-to-end IVR call flows from scratch using Genesys Architect for new business divisions being onboarded — including inbound treatments, DNIS-based routing, self-service menus, callback flows, and disaster recovery (DR) routing — improving call containment rates and reducing misroute incidents through standardised flow documentation and thorough DEV/UAT testing before production deployment. Configured and managed multiple inbound and outbound campaign types using ICBM for enterprise clients — including dialling modes, contact list prioritisation, call attempt rules, and time-zone compliance settings — optimising campaign performance and contact rates through data-driven cadence adjustments. Implemented intelligent call routing rules prioritising inbound queues over outbound campaign volume during peak periods — dynamically adjusting dialler pacing based on real-time agent availability to balance customer experience with campaign conversion targets across JP Morgan Chase and State Street contact centre operations. Designed and implemented Salesforce CRM integrations with Genesys Cloud using Web Services Data Actions and the Salesforce REST API — configuring SOQL-based data actions to retrieve Account and Contact records by ANI in real time, mapping response fields via JSONPath translation maps, enabling automatic screen pop on agent desktop with full customer context before call answer, and configuring OAuth 2.0 Client Credentials authentication — reducing average handle time and eliminating manual customer lookup for agents across JP Morgan Chase and State Street contact centre operations. Applied Amazon Connect architectural knowledge to support cross-platform CCaaS evaluations and migration assessments — understanding Contact Flow design in the Amazon Connect console, Amazon Lex integration for conversational AI and bot flows, AWS Lambda for backend API integrations equivalent to Genesys data actions, Contact Trace Records (CTR) for interaction analytics, and routing profiles and queues configuration — enabling informed comparison of Genesys Cloud and Amazon Connect capabilities for enterprise clients considering multi-platform contact centre strategies. Extracted and analysed contact centre performance data from Genesys Cloud Analytics for Johnson & Johnson and JP Morgan Chase operations — identifying routing inefficiencies, IVR drop-off points, and queue bottlenecks — translating findings into actionable configuration changes and strategic recommendations presented to business stakeholders. Administered Workforce Management (WFM) tools in collaboration with operations teams at State Street — supporting scheduling, real-time adherence monitoring, and capacity planning for multi-site agent populations across APAC, EMEA, and North American regions. Owned incident resolution for all Genesys Cloud platform issues — troubleshooting SIP trunk instability, call routing failures, scripting errors, and API integration issues; escalated design-level problems to Genesys Professional Services with full technical documentation and clear communication to client stakeholders. Implemented contact centre concepts — greenfield setup of call centres and call flows for new business divisions globally; worked on ICBM, Administration, Genesys Cloud, and various service providers supporting contact centre infrastructure for Fortune 500 clients. Created and maintained comprehensive technical documentation: call flow diagrams, architecture runbooks, KEDB articles, and configuration change logs — ensuring full audit trail and reducing repeat incident resolution time across all client accounts. Managed full platform lifecycle across DEV, UAT, and PROD environments — executing weekend deployments to prevent business disruption and collaborating with internal IT, security, and vendor partners to deliver continuous platform improvements

Administered Cisco Unified Communications Manager (CUCM), Cisco Unity Connection (CUC), Cisco Jabber, IP Communicator, and Cisco IP Phones across multi-site enterprise deployments — providing mid-to-advanced level VoIP and Trader Voice infrastructure support. Executed 50+ monthly MAC-D (Move, Add, Change, Delete) operations for VoIP endpoints, voicemail, Extension Mobility profiles, shared lines, intercom, hunt groups, and call features (Barge, iDivert, All Calls) — ensuring zero-downtime changes through pre-tested configuration procedures. Troubleshot SIP, H.323, and SCCP protocol issues; resolved T1/E1 PRI and controller flap incidents within SLA by coordinating directly with Cisco TAC and telecommunications carriers. Led Critical Bridge P1 incident calls as primary bridge coordinator — managing real-time communication between end users, internal IT teams, Cisco TAC, and telco vendors during major voice outages; delivered post-incident reports and root cause analysis to senior stakeholders. Configured and administered NICE call recording platform and Cisco Finesse agent desktop — supporting quality monitoring, call recording compliance, and agent performance workflows. Maintained ITIL process compliance across Incident, Problem, and Change Management — updating KEDBs, producing post-incident reports for P1/P2 events, conducting regular stakeholder meetings. Mentored junior engineers on CUCM administration, troubleshooting methodology, and ITIL process standards — producing SOPs that reduced repeat incidents and improved team resolution efficiency. Provided accurate, clear, concise documentation and assistance to Service Operations — coordinating cross-functionally with global teams and vendor partners