Software Engineer(PS Consultant) at Genesys Telecommunications Laboratories - Genesys Professional Services: Pure Engage Cloud PS Provisioning(Genesys R&D - August 2015 - Dec 2016 and Pure Engage Cloud Professional Services - Jan 2017 - Present) Experience in IVR and Routing strategies Development and Testing in Genesys Cloud(Production environment). Knowledge about genesys software products such as Genesys Designer(GDesigner), Genesys Administrator Extension(GAX), Configuration Manager(Desktop version), Agent Desktop (Interaction Workspace -WWE), Configuring various tenant level config options/settings, Creating routing objects in GAX, Genesys Whiteboard-test case generation tool, Debugging and Analyzing Call Logs- (SIPServer,ORS,URS,MCP,Stat server logs), Kazimir(logs analyzing tool), Designer Analytics dashboard. High level Cloud Architecture, e-services,Outbound architecture, Management Framework. Inbound Voice, Routing. API web service calls - HTTP REST API/Custom APIs, parsing the JSON response - use of Java script/ECMA script. End to End functionality testing, Unit testing, Smoke testing of IVR & Routing applications. Agile methodologies in SDLC, Scrum, Sprints, Backlog Grooming. Genesys SIP Softphone, X-lite. Review/editing the Technical Design Specification (TDS) and Visio Call flows in internal PM discussion or sign off. Handling Customer calls/meetings to gather Business requirements. Provide Level of Effort (LOE) for development and unit /functionality testing. Knowledge of Change Management Process. Peer review the tasks which need to be pushed to production or `go live`. Provide support during customer’s UAT testing, ‘Go Live’. Provide support for critical incidents to analyse the issue and fix it. Writing technical docs like ‘How to Articles’, Best Practices, etc... Some knowledge in JSON, JavaScript, Speech/DTMF Grammars(GRXML). ©