Summary
Overview
Work History
Education
Disclaimer
Professional Summary
Certification
Timeline
Generic

RAJKAMAL KAMALAKANNAN

Chennai

Summary

  • Seeking for a challenging position, wherein I can utilize the knowledge acquired so far in various technologies/tools related to Contact Center Technologies and where I will be able to learn more skills, have hand-on experience on various other technologies and grow with functional knowledge.
  • Total 12+ years of experience in Contact Center Technologies.
  • Resolving the Technical issues in Genesys Pure engage Premises & Cloud products
  • Specialized in the area of Computer telephony integration, Genesys framework and Voice & Multimedia Services.
  • End of End deployment in Mixed Environment of Windows and Linux platform
  • Extensive Experience in Framework Installation, Routing Strategies, Reporting and configuration of Genesys components.
  • Knowledge & Experience in Genesys Framework, Routing, Reporting and configuration of Genesys Components.
  • Research reported issue to find the resolution through log analysis, problem replication, knowledge-based searches and peer collaboration.
  • Log and track issues in the ticketing tool including research, customer communication and updates as problems are being worked.
  • Build and maintain the Genesys environments of testing and production.
  • Completely aware of infrastructure in Contact center environment.
  • Proficient knowledge on Genesys products - Outbound, Inbound, Multimedia, reporting.
  • Knowledge in SQL commands and Queries in Oracle & MS SQL server
  • Analyzing the IT Needs of the Organization, recommending appropriate Solutions and interacting with Client to fulfill their requirements.
  • Building alarms for genesys components and related information

Overview

2024
2024
years of professional experience
1
1
Certification

Work History

Senior Software Engineer

Epam Systems Pte. Ltd
  • Company Overview: Project: Bank
  • Working on technical issue in Genesys Pure engage and other cloud products in Azure
  • Implementation of Genesys IVR, resources, deploying voice and digital products
  • Coordinating with Engineering team for product bug
  • Log analysis and problem replication and updates as problem as worked
  • Creating article for Knowledge based for technical issue is resolved
  • Collaboration with engineering team for software bug and fixes
  • Linux Server patching support for Genesys applications
  • Implementing BCM in Genesys application
  • Project: Bank

Staff Technical Support Engineer

Genesys Telecom Labs India Pvt.Ltd
10.2017 - 05.2023
  • Resolving technical issue in Genesys Pure engage and cloud products
  • Build and maintain the products in my test environment
  • Creating article for Knowledge based for technical issue is resolved
  • Log analysis and problem replication and updates as problem as worked
  • Resolving customer implementation of Reporting components ICON/GIM/MSTR
  • Implementation & working issues on GCXI & Billing DataServer
  • Knowledge in Docker, Kubernetes installation and troubleshooting
  • Reviewing T-Server, URS logs, reporting logs and troubleshooting issues, to resolve issues
  • Helping on customer environment for GIM and ICON deployment and to build the historical reporting
  • Work in a tier-less support model with collaboration from other support engineers when necessary to resolve difficult issues
  • Collaboration with engineering team for software bug and fixes
  • Resolve technical issues of the Genesys Reporting & Analytics product suite for Genesys Customers and Partners around the world
  • Maintain ownership of customer reported issues until resolved
  • Sharing the RCA report to customers
  • Installing and configuring the components based on the solution and process
  • Coordinating with Engineering team for product bug
  • Mentoring the case in the reporting call flow issue and component as Expert Help

Associate: Anthem Inc.

Cognizant Technology Solution
06.2016 - 10.2017
  • Primary role to support implementation in Dev and production
  • Verifying the Call flows in the implementation in Dev and production environment
  • Experience with installation and configuration of Genesys framework components
  • Assist on pre and post deployment process on site and remote on environment
  • Support testing team carryout testing help write test case and walk-through whole testing process
  • Supporting Genesys Inbound and Outbound Voice and E-services Solution
  • Monitoring the Genesys components and actively working in GA & SCI
  • Gathering user requirements
  • Preparing specifications based on the requirements
  • Worked on Routing strategies for voice and multimedia
  • Log analysis in the production environment all Genesys components
  • Sharing RCA to the anthem customer for the internal issue
  • Working with Genesys partner for actively when issue is reported
  • Deploying the genesys components in the production environment
  • Actively collaborative reporting team stakeholders when issue reported in components
  • Monitoring the Infomart application jobs
  • Remote support with Agent side on the Interaction Workspace issues
  • Involving the architecture team for new deployment of Genesys phases
  • Maintenance of Genesys application at Server level patches
  • Testing of new phases of Genesys products deployed for the specific project
  • Working with reporting team effective build the on GIM and CCP custom reporting

IT Analyst

Tata Consultancy Services
10.2015 - 06.2016
  • Gathering user requirements
  • Understanding the current telecom infrastructure and system
  • Develop high level architecture diagrams and call flow design
  • Analyze and document business rules for call routing
  • Worked on Quality monitoring tool
  • User end testing in the Workspace and custom softphone
  • Monitoring and validating the StatServer and custom reporting
  • Production Support engineer for Genesys and Custom application
  • Providing End-End support for Voice, Multimedia and Reporting
  • Monitoring the application health in the performance monitoring tools
  • Working in the reporting issue with custom application
  • Installing and upgrading the Genesys Voice and Multimedia Services
  • Working on tickets and resolved those tickets within specified SLA
  • Sharing the RCA report to customers
  • Creating and configuring new resource elements as per business requirement
  • Working with GUI Tools like Monster Board, IRD, SCI and Genesys Administrator
  • Installing and configuring the components based on the solution and process
  • Working Genesys customer Care support for critical tickets related to the Genesys products
  • Monitoring the genesys components in the Genesys PSS dashboards
  • Troubleshooting the issue based on the logs

Support Engineer

SmartConnect
10.2013 - 10.2015
  • Involved in administrative the Genesys CTI Infrastructure
  • Administrating the DBServer, Universal Routing Server, T-Server, Configuration Server, StatServer
  • Implementing and maintaining the SQL Server Database
  • Installing Genesys Framework components including T-Server, URS, ConfigServer & DB Server
  • Migrating the Genesys Framework components
  • Involved in designing Inbound voice, Email and Chat solution
  • Installed Routing, Reporting Stat Server, GIM ETL
  • Providing production support for CTI services
  • Performance and tuning of the system accordingly availability of resources
  • Performance monitoring of Genesys application
  • Designed and documented high level functional requirement and low-level design documents
  • Deploying contact center platform solution as per customer requirement
  • Working on troubleshooting issue in URS, T-Server, StatServer, Genesys WDE/IWS, ICON, GIM ETL
  • Deploying the GII and helping the customer do custom reporting -Infomart DB
  • Building Server plan for Genesys architecture of components
  • Performing the testing of the Genesys components
  • Conducting the load testing in the Server and Genesys application
  • Knowledge sharing to the clients for in house technical team
  • Monitoring the Genesys components
  • Creating the alarms in the Genesys Administrator or CME
  • Monitoring the Genesys Infomart Jobs
  • Actively involving with client meeting for requirement base strategy development in IRD
  • Helping to build the custom reporting in the Infomart and ICON tables
  • Supported 24X7 at customer end point and as well the remote session
  • Building the CCPulse real time reporting templates
  • Maintenance of application when Server is patches is released

IT Support

Polaris Financial Technology (Bpo Services)
12.2010 - 09.2013
  • Administrating the Genesys CME
  • Managing the Genesys Campaign for operational services
  • Working and installed Genesys framework components including T-Server, URS, DBServer
  • Migrated the Genesys Components from 7.2 to 7.6
  • Involved in designing the Outbound and Inbound solution
  • Maintaining the Outbound solutions
  • Worked on troubleshooting the issue for looking at URS, T-Server, Stat Server, Config Server logs
  • Worked on upgrading T-Server, URS, Outbound Contact Server, StatServer
  • Used skills based and Service level-based routing
  • Generating Real time reports from the CCPulse
  • Knowledge and supported in the OCS components
  • Publishing the reporting DataMart reporting components
  • Integrated with Hyperion & BI reporting with Stats and custom DB
  • Monitoring the Call Center application through SCI & Custom web
  • Actively worked with IVR team for configuring the business hour calendar
  • Handling the OCM application to execute the outbound pacing
  • Querying the SQl database of adhoc reporting based on the customer requirement
  • Logs and ticket tracking with clients and sharing the RCA to the customer
  • Building & working with vendor for application installing and testing in the production and UAT environment
  • Supporting maintenance of server and Genesys application
  • Working with Stakeholder for reporting publishing and reporting to engineer for custom reporting problems

Education

Bachelor of Computer Science -

Dr. Ambedkar Govt Arts and Science college
Chennai, Tamil Nadu

Disclaimer

I hereby declare that the above written particulars are true to the best of my knowledge and belief.

Professional Summary

12+, Resolving the Technical issues in Genesys Pure engage Premises & Cloud products, Computer telephony integration, Genesys framework, Voice & Multimedia Services, End of End deployment in Mixed Environment of Windows and Linux platform, Framework Installation, Routing Strategies, Reporting and configuration of Genesys components, Log analysis, problem replication, knowledge-based searches and peer collaboration, Ticketing tool management, Building and maintaining Genesys environments, Infrastructure in Contact center environment, Genesys products - Outbound, Inbound, Multimedia, reporting, SQL commands and Queries in Oracle & MS SQL server, Analyzing IT Needs and recommending solutions, Building alarms for Genesys components

Certification

Genesys CloudCX Certified

BigPanda Operation

Azure -900

Timeline

Staff Technical Support Engineer

Genesys Telecom Labs India Pvt.Ltd
10.2017 - 05.2023

Associate: Anthem Inc.

Cognizant Technology Solution
06.2016 - 10.2017

IT Analyst

Tata Consultancy Services
10.2015 - 06.2016

Support Engineer

SmartConnect
10.2013 - 10.2015

IT Support

Polaris Financial Technology (Bpo Services)
12.2010 - 09.2013

Bachelor of Computer Science -

Dr. Ambedkar Govt Arts and Science college

Genesys CloudCX Certified

BigPanda Operation

Azure -900

Senior Software Engineer

Epam Systems Pte. Ltd

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