Yogesh M.
Sr. Contact Center Consultant | WebEx CX | Genesys Cloud CX | IVR Flow developer | Migration project 1.0 & 2.0 | Azure Certified | Genesys Cloud CX Architect Certified | Genesys Cloud Developer | Salesforce CRM | VOIP
- Role
- Sr Contact Center Engineer at Servion Global Solutions
- Location
- Thane, MH, IN
- LinkedIn followers
- 500 followers
About Yogesh M.
I specialize in Cloud Contact Center, focusing on global infrastructure and layered…
Experience
Sr Contact Center Engineer
Mar 2023 — Present · IN
Build Advanced Genesys Cloud Architect Flows and Integrations• Design and Implementation of WebEx CC• Migrating the Customers from legacy platform to the Cloud Contact Center• Implement BYOC solution with enterprise SBCs• Integrating 3rd party tools with Genesys Cloud CX using APIs• Troubleshooting flows with Execution History and Participant data logs• Configuring Different Features like Skill Based Routing, PIQ and Callback• Troubleshoot and Debug WebEx CC 2.0 Call Flows• Managing Roles, Permissions, Divisions and Licenses• Plan and configure ACD Queues and Routing• Managing Emergency Group, Data Tables• Configuring Internal and External Trunks in Genesys Cloud CX.• Salesforce CRM data actions, and API based 3rd-party integrations. Knowledge on Data table, System and User Prompts, Outbound dialing features such as use of Call Lists and Do Not Call Lists, Dialing campaign• Proficiency in scripting languages (Python) for automation.• Strong understanding of telephony protocols (SIP, RTP) and network infrastructure.• Working closely with other IT team members to ensure system stability.
Education
Mumbai University Mumbai
Bachelor of Science - BS, Mathematics
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