Hs Bhandari
Genesys Cloud CX Engineer | Architect Call Flows, Bot & Email Flows | Avaya Aura | Contact Center Migration | Cyara | 11+ Years Experience
- Role
- Sr Cloud Specialist at BT Group
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Hs Bhandari
Experienced Genesys & Avaya Contact Center / Cloud Engineer with 11+ years of experience in design, maintenance, troubleshooting, migration, and operational support of enterprise contact center platforms.Strong hands-on experience with Genesys Cloud CX, including Architect call flows, inbound/outbound voice flows, bot flows, email flows, routing strategies, and integration workflows. Experienced in call flow design and documentation using Visio and similar tools.Actively involved in Genesys Cloud migration projects, including preparation of HLD, LLD, FRS, BDC, and other technical and functional documents. Good exposure to end-to-end implementation, testing, and production support.Well-versed in Avaya Aura Contact Center (CM, SM, SBC, VDN, Vector, routing), with strong troubleshooting and support experience. Also worked on Cisco, Nortel, Zoom, and basic exposure to Amazon Connect and NICE recording.Hands-on experience with Cyara testing and automation tools for call flow validation and regression testing. Comfortable working with ticketing and test management tools such as Jira, ServiceNow, and qTest.A proactive, career-focused professional with strong understanding of telecom voice technologies and contact center infrastructure, capable of diagnosing complex issues and delivering reliable solutions.
Experience
Sr Cloud Specialist
Nov 2023 — Present · Gurugram, IN
Roles and Responsibilities: We deliver outstanding service to our clients, and we rely on each employee to prioritize the client. I work as part of a specialized global team. As a Genesys Cloud Engineer, I am responsible for delivering small to medium designs. Working with other designers, we review all components before delivering the final design. I have expertise of the midlevel of design as a practitioner. Responsible for of fostering a conversation to enhance the design concepts the team uses,guiding juniors toward a deeper knowledge, and participating in technical team meetings. Being in a customer-facing position, daily interactions with customers are necessary to discuss call flow modifications, new design changes, and customer requirements before deliveringprojects to customers. The daily responsibilities of a contact center solution engineer are to create and implementsolutions for BT\'s clients. Coordinate and work with, clients, equipment vendors, and network carriers for on call repairand testing of network services. Experience in Genesys Cloud Contact Center Administration. Knowledge on Omnichannel & Digital eservices (Email, Chat, SMS) & Knowledge of WebRTCtechnology and experience working on WebRTC based platforms. Analyze network failures, isolate, and repair or re-route network problems, in a timely manner. Where required, performs root cause analysis, and documents the remedial actions. Inbound call routing & setting up inbound call center solution in SIP environment.
Education
Hemwati Nandan Bahuguna Garhwal University
Bachelor of Science - BSC, Physics Chemistry and Mathematics
2010 — 2013
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