Sahil Aggarwal
Genesys Cloud CX | Associate Consultant at HCL Technologies
- Role
- Associate Consultant at HCLTech
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Sahil Aggarwal
Genesys Cloud CX Administrator | Voice Network Engineer | Contact Center Technology SpecialistExperienced Voice Network Engineer with a strong background in designing, administering, and optimizing enterprise contact center and telephony environments. With proven expertise across cloud and on-premise platforms, I specialize in delivering scalable, secure, and high-performance customer communication solutions.Hands-on experience with Genesys Cloud CX, including:• Architect flow design (Inbound, Outbound, IVR, Secure Flows, Callbacks, Email & Messaging)• ACD configuration, queue management, skills-based and bullseye routing strategies• User provisioning, roles & permissions, divisions, and SSO configuration• Workforce Engagement Management (WEM), quality management, and performance optimization• SIP trunk configuration, telephony management, BYOC Cloud & BYOC Premises• Data Actions, REST API integrations, web services, and custom system integrations• Real-time & historical reporting, analytics, and dashboard developmentPrevious experience includes working extensively with Avaya ecosystem technologies such as Avaya Aura, Avaya ASA, and Avaya Contact Center solutions, along with NICE Call Recording and ITIL-based service management practices.Strong understanding of VoIP, SIP signalling, call routing logic, high availability design, and cloud migration strategies. Adept at bridging business requirements with technical implementation to enhance customer experience, operational efficiency, and platform reliability. Master of Technology (MTech) in Computer Software Engineering – Birla Institute of Technology and Science, Pilani.
Experience
Associate Consultant
Oct 2023 — Present · Noida, IN
Led end-to-end migration of legacy contact centers to Genesys Cloud CX with minimal downtime and seamless transition.• Designed and deployed advanced Architect flows (Inbound, Outbound, IVR, Secure, Email & Messaging) to optimize routing and reduce AHT.• Implemented secure BYOC (Cloud & Premises) solutions integrated with enterprise SBCs for high-availability SIP connectivity.• Engineered ACD strategies including skill-based routing, bullseye routing, PIQ, and callbacks to improve service levels.• Integrated Salesforce CRM and third-party systems using REST APIs and Data Actions to enhance agent productivity.• Configured and managed outbound dialing campaigns (Call Lists, DNC compliance) to improve contact rates.• Resolved complex call flow issues using Execution History and Participant Data logs, reducing incident resolution time.• Governed platform access through roles, permissions, divisions, licensing, and trunk configurations to ensure security and compliance.• Automated reporting and administrative processes using Python scripting to increase operational efficiency.• Collaborated with cross-functional IT teams to maintain system stability, scalability, and performance optimization.
Education
Birla Institute of Technology and Science, Pilani
Master of Technology - MTech, Computer Software Engineering
2015 — 2019
Guru Gobind Singh Indraprastha University
Bachelor of Computer Applications
2012 — 2015
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.