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
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