Xiao Dong Guo

Certified Genesys Cloud Developer Ii, Vice President @M&T Bank

Buffalo, NY, US

Worked on different flows using Architect – Inbound (Call, Message Email and Chat), In-Queue (Call, Message and Email), Outbound, Bot flows, Work Flows, Common Module, Secure Call, etc.• Worked on REST APIs, JSON, Data Actions.• Worked on Agent Scripts (Screen Pop\'s) as per the business requirements.• Worked on call routing, Data Tables, Queues, Roles & Divisions, People, Permissions, DID Numbers, Extensions, ACD Skills & Languages, Schedules, Schedule Groups Flow Outcomes & Flow Milestones.• Hand on experience of Jira, Confluence, etc.• Experience on Schedule coaching, Evaluation Assistant, Gamification features.• Gamification External Metric Configuration and implement leveraging Genesys Cloud Trigger and workflow to automatically display the result in the Scorecard report.• Worked on authentication methodologies (OAuth) and Web services Data Actions Integrations.• Debugging the Architect flow with Execution History Tool and performing the system troubleshooting with the Operational Console and leveraging the Trigger and Workflow to automatically notify with the email to the administrator.• Implemented the Proactive Engagement and Predictive Routing functionalities.• Proficient in the utilization of REST APIs and Node.js in Google Cloud Dialogflow Bot designing.• Design, develop, deploy and support constantly evolving IVR based on business requirements.• Worked on NLU and Voice bots such as Google Dialogflow, Genesys Dialog Engine Bot Flows.• Experienced in the use of cloud-native technologies, cloud cybersecurity and implementation patterns.• Worked on troubleshooting interaction failure and creating tickets with Genesys for Genesys cloud support.• Worked on troubleshooting complex issues with Genesys configuration/ management layers, routing layer and historical reporting icon/Infomart.

Southeast University

Bachelor's degree, Computer Software Engineering