Mahesh Pillai

• Develop, deploy, support, and manage Genesys cloud contact center applications.
• Design contact center solutions as an architect, leveraging expertise in voice and digital channels.
• Develop voicebots and chatbots for IVR and Chat applications.
• Utilize SIP technology to optimize communication within contact center environments.
• Develop and maintain Continuous Integration/Continuous Deployment (CI/CD) pipelines for Genesys Cloud contact center applications using Archy and Terraform.
• Collaborate with cross-functional teams to ensure seamless integration of Genesys cloud solutions within client environments.
• Provide technical expertise and guidance to project teams and stakeholders.
• Develop customized contact center reports using Genesys cloud Analytics API.
• Lead a technical team to deliver contact center enhancements and BAU tasks for clients, ensuring timely and high-quality deliverables.
• Utilize Agile methodologies to plan, execute, and monitor project deliverables, ensuring alignment with client requirements and timelines.
• Conducted data modeling, performance and integration testing.
• Working experience in CTI integration with Genesys cloud and Salesforce CRM.
• Tight integration with Salesforce Service Cloud for screen pop, tasks management and case automation.
• Develop custom contact center reports using the raw contact center application data stored in SQL Databases

· Planning, developing, deploying and managing Genesys PureEngage 7.6 and 8.x platforms

· GVP IVR call flow development using Composer

· Installation and configuration of Genesys components

· Routing application development using IRD and Composer

· Genesys CTI development and integration with 3rdparty systems

· Genesys eServices(Chat, Email and Social Media) deployment and related integrations

· Genesys integration with Nuance, Google Dialogflow & MS LUIS for NLP and speech based IVR

· In-Depth knowledge of Infomart/ICON reporting and its database schemas

· Custom Report development using ICON and Infomart

· Application and Web services development using C#, Java & python

· Outbound Solution (OCS) installation and configuration

· Outbound campaign creation, configuration and management

· Understanding Various stages of Software Development Life Cycle (SDLC) including Requirement Analysis, Design & Development, UAT

· L3 troubleshooting Genesys application such as URS, SIP, etc.

· Planning, developing, deploying and managing Genesys PureEngage 7.6

· GVP IVR call flow development using Genesys Studio

· Installation and configuration of Genesys components

· Routing application development using IRD and Composer

· Genesys CTI development and integration with 3rdparty systems

· Genesys eServices(Chat, Email and Social Media) deployment and related integrations

· Custom Report development using ICON

· Application and Web services development using C# and C++

· · Outbound campaign creation, configuration and management

· Understanding Various stages of Software Development Life Cycle (SDLC) including Requirement Analysis, Design & Development, UAT