Kathiravan Sundaralingam
Technology Architect at Cognizant | Genesys Cloud |Azure Cloud| Cloud Contact Centre | Certified Professional |Certified Cloud CX Specialist | Certified Cloud CX: Outbound | Agile SAFe 5|
- Role
- Technology Architect at Cognizant at Cognizant
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Kathiravan Sundaralingam
Around 15+ Years’ experience in I.T industry serving on Retail and Insurance based…
Experience
Technology Architect at Cognizant
Sep 2019 — Present · Bangalore, IN
PROFESSIONAL EXPERIENCE-1Worked for Insurance customer based out US. The Contact Center Solution is hosted in Genesys Cloud with DTFM & Routing, Reporting, Recording, Survey and Outbound. As part of the migration, successfully migrated to Genesys Cloud Conversational IVR(NLU) and provided Hypercare support.Offshore – Implementation | Current Project June 2025 – till nowProject Responsibilities:Responsible for End-to-End solution to migrate Genesys Cloud Conversational IVR(NLU) from Genesys Cloud DTMF. Gathered business requirements and prepared call flow in Visio format and got the sign off from customer. Developed IVR call flows in Genesys Architect with 16 intents as per business requirement. Fine tune the intents by using key words in utterances with Slot and Slot type. Deployed with Inbound flow with Conversational bot IVR in the stage environment. End to End Unit testing and troubleshooting for any defects. Push to code to QA environment and UAT. Prepared Implementation plan and Check list for go-live activities. Successfully migrated to Genesys Cloud Conversational IVR(NLU) in the Prod environment and providing Hypercare support. Work with product owners and release management team if there are backlogs and blockers in any sprint.PROFESSIONAL EXPERIENCE-2Worked for Retail customer based out US. The current Contact Center Solution is hosted in Onvida cloud with DTMF and Siebel CRM applications. As part of the migration, Successfully Migrated to Genesys Cloud NLU with Google Dialogflow CX, Siebel CRM, Success KPI and WFM Adapter and providing Hypercare support. Media Type: Voice (Inbound/Outbound), Web Messenger and Email.Middleware: TIBCO, WebLogic, Apigee and OktaProject Responsibilities:Responsible for End-to-End solution to migrate Genesys Cloud NLU with Google Dialogflow CX from Onvida Cloud DTMF.
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