Joseph Segura

Aws Cloud Engineer Genesys Consultant @Tech Mahindra

Dallas-Fort Worth, TX, US

Expert with Amazon Web Services Telecommunications Software.• Multiple client projects.• Clients are confidential Health and Financial industries.• Genesys Call Routing Inbound and Outbound expert.• Genesys eServices expert.• Genesys Interaction Recording.• Genesys Work Force Management.• Genesys Framework, Single Tenant, Multi-tenant, and Distributed Management Framework.• AWS Connect• AWS FrameworkClient – Multiple Clients• Lead and developed the migration off LiveChat product to Genesys eServices.o Business Requirement gathering along with documentationo Delivered technical design documentation.o Developed and Testing multiple business solutions.o Trained QA Team, Production Support Team and the Line of Business team on the production functionality.o Postproduction Deployment support. • Lead and developed the integration for ANI Fraud Detection using Next Caller Vendor. o Business Requirement gathering along with documentationo Delivered technical design documentation.o This involved using IRD/Composer for Routing strategy and DataPower Firewall.o Web API POST/GET• Lead and developed the enhancement to Genesys eServices chat by incorporating an Authenticated Method of verification for improvements to customer experience.o Business Requirement gathering along with documentationo Delivered technical design documentation.o This was done via IRD/Composer to intelligently route chats to agents from a customer that has been authenticated.• AWS Connecto Business Requirement gathering along with documentationo Delivered technical design documentation.o Built out a POC using AWS Connect Software• AWS Frameworko Utilized the AWS Framework to complete the POC, software includes: Amazon S3, AWS Cloud9, AWS Fargate, Amazon Elastic Container Service (ECS), Amazon DynamoDB, AWS Cognito, Amazon API Gateway, AWS Lambda.• Genesys Work Force Management.o Improved Application monitoring for WFM Web Apache Tomcat via Management Framework.