Mansi Raval
CCAAS | Genesys Cloud | NICE CXOne | IVR Automation | Client-Facing Technology Analyst | 6+ Years Experience
- Role
- Technology Analyst at Infosys
- Location
- Pune, MH, IN
- LinkedIn followers
- 500 followers
About Mansi Raval
I am a CCaaS Technology Specialist with 6+ years of experience in delivering and validating cloud-based contact center solutions for global banking clients.My expertise lies in Genesys Cloud, NICE CXOne, and IVR automation (CYARA), with hands-on experience in end-to-end call flow validation, UAT governance, production release support, and cross-functional delivery coordination. I have worked in Agile environments collaborating with development, operations, and business stakeholders to ensure seamless deployment of contact center enhancements.During my onsite assignment in Sweden, I acted as a client-facing delivery coordinator, leading IVR validation cycles, managing UAT sign-offs, and ensuring alignment between offshore and onsite teams. This experience strengthened my stakeholder management, communication, and release governance capabilities.I bring strong exposure to:• Cloud-based CCaaS platforms• VoIP/SIP call routing understanding• CRM integrations in banking domain• Defect triage & root cause analysis• Agile delivery & sprint executionI am passionate about evolving into Technical Delivery leadership roles within the CCaaS domain, where I can drive end-to-end implementation, stakeholder alignment, and scalable cloud contact center solutions.Let’s connect if you’re working in Contact Center, CCaaS, or cloud delivery space.
Experience
Technology Analyst
Nov 2024 — Present · Pune, IN
Education
Dharmsinh Desai University
Bachelor of Technology, Information Technology
2015 — 2019
Knowledge High School
Higher Secondary, Science
2013 — 2015
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