Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Generic

Gowtham M

Senior Consultant
Sankari

Summary

Experienced IT professional with over a decade of experience, specializing in contact center environments for 8+ years. Skilled in implementing, supporting, and migrating contact center solutions, with extensive expertise in Genesys Cloud and Amazon Connect platforms. Proven track record of resolving complex problems, leading system integrations, and delivering scalable, cloud-based customer engagement solutions.

Overview

10
10
years of professional experience
6
6
years of post-secondary education
2
2
Languages

Work History

Senior Consultant

TekSystems
02.2022 - Current
  • Migrated Genesys PureCloud to Amazon Connect.
  • Developed and managed various flows in different contact flow types for multi-channel in Amazon Connect platform.
  • Created AWS Lambda functions using Python and invoked them within Amazon Connect contact flows for dynamic routing and data processing.
  • Implemented voice/chat bots via Amazon Lex.
  • Experience in Create/manage Admin configuration and Architect flows in Genesys pure cloud.
  • Provided L3 support and mentored L2 engineers.

System Integration Specialist

NTT Data
10.2020 - 02.2022
  • Led installation and setup of Genesys components.
  • Managed Avaya to Cisco Genesys integration for Citi Bank.

Associate

Cognizant Technology Solutions
11.2018 - 10.2020
  • Created and deployed GRAT rules using Jenkins.
  • Handled OPM prompts and ORS-based call/email flow validation.
  • Developed email routing logic using IRD.

Support Engineer

Smartconnectt Technologies
01.2017 - 10.2018
  • Delivered centralized Genesys support to global clients.
  • Monitored logs and configured framework, chat, and Web API servers.
  • Managed server documentation and health check routines.

Customer Support Executive

Elcamino Software Pvt. Ltd.
04.2015 - 12.2016
  • Provided non-voice support and handled backend service queries.

Education

B.E. - Electronics & Communication

Jaya Engineering College
Chennai, India
01.2010 - 01.2014

HSC -

Vidhya Vikas Boys HSS
Tiruchengode, Tamilnadu, India
01.2009 - 01.2010

SSLC -

Govt. Boys HSS
Tiruchengode, Tamilnadu, India
01.2007 - 01.2008

Skills

  • Amazon Connect

  • Genesys Cloud

  • Basic Python

Personal Information

Date of Birth: 09/22/92

Timeline

Senior Consultant

TekSystems
02.2022 - Current

System Integration Specialist

NTT Data
10.2020 - 02.2022

Associate

Cognizant Technology Solutions
11.2018 - 10.2020

Support Engineer

Smartconnectt Technologies
01.2017 - 10.2018

Customer Support Executive

Elcamino Software Pvt. Ltd.
04.2015 - 12.2016

B.E. - Electronics & Communication

Jaya Engineering College
01.2010 - 01.2014

HSC -

Vidhya Vikas Boys HSS
01.2009 - 01.2010

SSLC -

Govt. Boys HSS
01.2007 - 01.2008
Gowtham MSenior Consultant