Rajesh P
- Role
- Genesys Ivr Engineer at SwankTek Inc.
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About Rajesh P
14+ years of overall IT experience with 9 years in E 2 E Contact Center Technologies in…
Experience
Genesys Ivr Engineer
Dec 2021 — Present
Participated in Call flow, SA review meetings with Design Analyst’s and deriving the test cases from call flows, requirement documents and involved in Test Planning, Test execution in System Test and Staging environments. Extensively worked on both Genesys IVR On-Prem and Cloud testing. Being a contact center QA Engineer, I have been leveraging Cyara tool for automation and validation of E2E contact center scenarios.(IVR, Routing and Agent Desktop) Validating the calls are transferred to correct Agents and Correct Skills based on the requirements or not. Extensively worked on Genesys IVR Inbound and Outbound Dialing testing and call routing testing. Expertise in preparing the E2E test cases to validate IVR, Routing and Desktop scenarios using \"Cyara Virtual Agent\" capability Expertise in software testing methodologies like Agile-SCRUM, V-Model and Waterfall. Participating in Weekly Client Call for updating the status of the completed and ongoing activities and coming out with the plan for proper execution of future activities. Extensive experience in testing Computer Telephony Integration (CTI testing) which includes Screen Popping, Dialing, Phone Controls, Call transfers, Call Routing, Agent states etc. Extensively validated call logs identifying the call flow route cause and reported. Worked with Developers to identify the modules and code sections to be fixed by executing the related scenarios with different combinations of data. Genesys IVR or AWS IVR Agent status testing like Agent Ready, Not Ready, Agent Busy, Agent Voice Mail (VM) Agent Unstaffed, Ring NO Answer (RNA) & Valid and Invalid Extension Routing Validating the Interaction History of the call through Splunk tool. Experience on NICE CX one for validating the customer details and Integration of Nice tool with Genesys IVR for IVR calls.
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