Prateek Khushalani
Genesys Cloud Solution & Integration Lead | Multi-channel CX Developer | Terraform & CI/CD Automation | Bot & API Integrations
- Role
- Senior Associate at Cognizant
- Location
- Indore, MP, IN
- LinkedIn followers
- 500 followers
About Prateek Khushalani
I am a Genesys Cloud Solution & Integration Lead with 9+ years of experience developing and enhancing enterprise contact center solutions across Genesys Cloud, Engage, and Connect platforms.I specialize in multi-channel CX workflows (Voice, Messaging, Email, Bots), API-based integrations, and automation-driven deployments using Terraform and Azure DevOps CI/CD pipelines. I build reusable workflows, integrate third-party systems, and optimize existing Genesys Cloud environments to improve operational efficiency and customer experience.Key areas of expertise:Developing Call Flows, Message Flows, and Bot Flows in Genesys CloudIntegrating third-party systems, GenAI applications, and messaging platforms (WhatsApp, Web Messaging)Implementing Terraform-based automation and CI/CD pipelines for reliable deploymentsCreating dashboards, reports, and scripts for operational insights and agent supportMentoring teams on Genesys best practices, automation, and workflow developmentI hold multiple Genesys Cloud certifications: Professional, Developer, Architect, AI (GPE & GPR), and Scripting.I am seeking opportunities to lead Genesys Cloud solution enhancements, integrations, and automation initiatives, helping organizations deliver efficient, scalable, and innovative customer experiences.
Experience
Senior Associate
Oct 2022 — Present · Pune, IN
Education
Technocrats Institute of Technology & Science
Bachelor of Engineering - BE, Electronics and Communications Engineering
2012 — 2016
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