Harshit Rana

System Analyst @EPCOR

Edmonton, AB, CA

As a System Analyst, I am responsible for maintaining and supporting Genesys Cloud CX and Oracle APEX applications, ensuring smooth operations across various contact center systems and applications. I played a critical role in the migration from Genesys PureConnect to Genesys Cloud CX and provided ongoing technical support to ensure high-quality service delivery.Key Responsibilities:Genesys Cloud CX & PureConnect Support: Maintained and supported applications including Polycom phones, Interaction Center, Optimizer, Dialer, Marquee (IWP), and Interaction Attendant.Application & Infrastructure Maintenance: Ensured proper maintenance of applications, servers, network, and databases, ensuring performance and availability.Migration Support: Managed the contact center migration from PureConnect to Genesys Cloud CX, ensuring a seamless transition.Technical Support: Provided ongoing technical support for EPCOR contact center telephony applications, resolving incidents promptly.Project Coordination: Led technical teams across various projects, coordinated resources, and ensured proper escalation handling.Integration & Configuration: Led integration and configuration of Genesys Cloud, including designing IVR call flows, Chat and voice BOT, configuring user profiles, DID mapping, and creating canned responses and wrap-up codes.Testing & Deployment: Responsible for end-to-end unit and integration testing, and implementation into different regions (Unit Testing, IST, UAT, Production).Incident Management: Ensured timely resolution of high-priority incidents, adhering to Incident/Change Management processes and providing root cause analysis.Documentation & Vendor Coordination: Participated in technical requirements gathering, created architecture diagrams, and coordinated with vendors to resolve critical issues.Client Engagement: Attended client meetings and provided regular updates/reports during weekly and monthly governance calls.

Birla Vidya Mandir, Nainital

Intermediate, Sciences

Birla Institute of Applied Sciences

Master of Computer Applications - MCA, Computer Programming, Specific Applications

Birla Vidya Mandir, Nainital

High School, Sciences

Kumaun University (KU), Nainital

Bachelor of Science - B.Sc.