Rohitha Thota
Five9 Consultant | Genesys|Contact Center Operations | CCaaS | IVR | Incident Management | ServiceNow | SQL|Twilio|Twilio Flex|Excel|CRM|Occam|WorkForceMangement(Verint)
- Role
- Business Analyst at Tata Consultancy Services
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Rohitha Thota
I have 3.8years of experience in the cloud domain, primarily working with Five9 Cloud Contact Center and Verint Contact Center (VCC), covering both inbound and outbound operations. I have hands-on experience with Five9 CCaaS (Contact Center as a Service), supporting omnichannel communication including voice, SMS, and chat.I am a Contact Center Engineer with hands-on experience in designing and optimizing customer engagement solutions using Five9. I analyze business requirements and translate them into functional configurations, including Results-driven Business Analyst with 4+ years of experience specializing in contact center technologies, cloud integrations, and AI-driven customer experience (CX) transformation.I currently work with Tata Consultancy Services (Client: Biogen), where I design and deliver scalable, cloud-based contact center solutions using Five9, Twilio Flex, and AWS. My core expertise lies in bridging business needs with technology by translating complex requirements into actionable solutions including IVR call flows, ACD routing strategies, and omnichannel engagement systems.I have hands-on experience in implementing AI-powered Intelligent Virtual Assistants (IVA), leveraging NLP, speech recognition, and automation to enhance customer journeys, reduce manual effort, and improve key performance metrics such as AHT, SLA, FCR, and CSAT. Key Highlights:* Designed and optimized IVR and call routing systems improving operational efficiency and customer satisfaction* Delivered omnichannel solutions (Voice, SMS, APIs) enabling seamless customer engagement* Led performance optimization initiatives using analytics, dashboards, and data-driven insights* Collaborated with cross-functional teams (Dev, QA, DevOps) to implement cloud and API-based integrations* Managed UAT, release cycles, and ITSM processes ensuring smooth production deploymentsWith a strong foundation in Agile, ITIL, and stakeholder management, I focus on driving digital transformation, process optimization, and scalable CX solutions. I am actively interested in opportunities in:* Business Analyst / Senior BA roles* Product / CX / FinTech roles* Digital Transformation & ConsultingLet’s connect if you\'re building the future of customer experience, automation, or AI-powered platforms.
Experience
Business Analyst
Nov 2022 — Present
Education
Narayana Junior College
Intermediate, MPC
Aditya Public School - India
10 th class, SSC
Swarnandhra College of Engineering & Technology, Narasapur. PIN -534275 (CC-A2)
Bachelor's degree, Computer Science
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