Ankush Vashistha
#Genesys #Cloud #IVR # Architect #WFM #WEM #Outbound #Digital #API #Integration #Architect #Avaya #Migration #Solution Architect
- Role
- Cloud Transformation Manager at Abdul Latif Jameel
- Location
- Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Ankush Vashistha
At CGS (Computer Generated Solutions), my focus is on architecting and implementing…
Experience
Cloud Transformation Manager
Mar 2024 — Present · IN
Genesys Cloud Configuration: Skilled in configuring Genesys Cloud IVR, call flows, outbound campaigns, WEM, QM, WFM, and analytics, ensuring seamless customer journeys and agent experiences. Project Migration: Leading the migration from Cisco to Genesys Cloud, coordinating with cross-functional teams for requirements gathering, conducting POCs, and aligning technical setup with optimal practices. Testing and Call Parameters: Experienced in IVR testing (SIT, UAT) and configuring Genesys Cloud call parameters such as recording, DID numbers, data tables, skills, and queues.Planning and Coordination: Overseeing project timelines, aligning tasks with cloud engineers, and ensuring efficient project delivery.Documentation: Developing the ARC document, optimizing processes to elevate cloud technology solutions, and ensuring detailed project documentation.Certifications: Genesys Cloud Certified Professional & Specialist: WEM.Expertise in WEM Solutions: 5+ years in WEM design and support, with a strong understanding of contact center operations and business processes.Best Practices and Optimization: Implementing best practices from previous experiences to optimize QM, WEM, and reporting in Genesys Cloud.Guidance and Team Support: Mentoring the cloud engineering team, providing expertise in Genesys configurations, and ensuring timely completion of project tasks.
Education
Institute of Management Technology, Ghaziabad
EPGDM, Operations Management and Supervision
Maharshi Dayanand University
Graduation
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