Sojan Kanjirathummoottil Thomas

About Sojan Kanjirathummoottil Thomas

As a skilled Genesys Cloud Architect, I specialize in designing, deploying, and managing comprehensive contact center solutions that improve customer experience and operational efficiency. My expertise covers a broad range of areas within Genesys Cloud CX, including global infrastructure management, user roles, permissions, and division configurations, ensuring smooth, optimized operations.I possess in-depth knowledge of Genesys Cloud\'s layered architecture, including Collaborate, Communicate, and Contact Center modules, along with licensing models (CX1, CX2, CX3, and Add-ons). I excel in developing advanced telephony solutions such as Edge configuration, BYOC trunks, voice models, numbering plans, and RegEx, optimizing communication across all channels.In my role, I have successfully designed and implemented complex contact center flows in Genesys Cloud Architect, including inbound calls, messages, common modules, in-queue calls, and secure calls. I also specialize in ACD, queue management, and skills-based routing, ensuring calls are distributed efficiently and meet service level agreements (SLAs). My expertise with WebRTC, STUN, TURN, and ICE protocols ensures secure and reliable communication pathways.I am highly proficient in API integrations, including advanced API implementation, OAuth flow configuration, and using tools like Postman for seamless connections with third-party systems. My integration experience extends to platforms such as Amazon Polly TTS, Salesforce CRM, and cutting-edge AI solutions, including Genesys AI chatbots and voice bots, which improve customer interactions through conversational AI. Additionally, I leverage natural language understanding (NLUs), intent recognition, and utterance parsing to fine-tune AI-driven solutions.My experience also includes integrating SQL databases with Web Service Data Actions and middleware APIs, ensuring smooth data flow between systems. I am adept at configuring predictive engagement strategies, agent availability routing, and providing supervisors with real-time monitoring tools such as performance dashboards and alert management, which optimize workforce management and drive operational success.With a strong focus on innovation and continuous improvement, I am committed to delivering technology-driven solutions that enhance customer experience and drive efficiency across contact center operations.

Experience

1. Contact Center Architect

   Tata Consultancy Services

   Jan 2017 — Present · Bengaluru, IN

   Proficient in developing and optimizing advanced Genesys Cloud Architect flows and integrations.Salesforce CRM data actions, and API-based 3rd-party integrations. Expert in configuring BYOC solutions, resolving SIP issues, and optimizing ACD queue performance.Design and development of AI-powered chatbots.Experienced in managing users, configuring SSO and roles, overseeing quality management, and planning outbound campaigns.

Education

• MOUNT ZION COLLEGE OF ENGINEERING, KADAMMANITTA, PATHANAMTHITTA

  Bachelor of Technology (B.Tech.)

  2008 — 2012