Vinod Kumar
System Engineer at Teleperformance.
- Role
- System Engineer at TP
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Vinod Kumar
Designing the IVR call flows, voice model, and preparing the Design…
Experience
System Engineer
Feb 2024 — Present · Hyderabad, IN
Working on Genesys PureCloud implementation.• Integration of Genesys Cloud with 3rd Part API. •Experience creation of Role, Divisions, and users Very good understanding and design of ACD routing.•Architect flow development for multi-channel like voice, email and chat. •Experience deploying BYOC On-Prem Edge deployment SIP, IP Telephony Protocols,SIP logs troubleshooting.•Incident handling – Agent login issues, voice quality issues, call connection/disconnect issues.•Adding new features to IVR applications, making modifications to existing functionality. •Design In queue calls flows and ACD routing •Troubleshooting Integration issues.•Enabled and supported Multi-site Contact Centre solutions over Genesys On-Prem.•Worked on the creating policies and evaluation forms.•Experience on Operation Management, Change, Incident, Problem and Major Incident management. •Handling major outages in the contact centre, working with respective stack holders in resolving with issue.
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