Veeramma Ponnada

● Experienced in various aspects of Genesys Cloud administration and configuration, including Creating and
managing agent profiles, Configuring WebRTC on the cloud.
● Possessing a strong understanding of SIP trunks and Edge configurations.
● Proficient in Architect tasks, such as developing IVR flows, in-queue flows, and complex routing designs.
● As a Genesys Cloud Administrator: Handling profile creations, health checks, and setup of queues, wrap-up codes,
skills, sites, and DID.
● Skilled in configuring Datable and WebRTC phones, as well as call routing.
● Having expertise in Architect features like audio IVR prompts, logical decisions, loops, data actions, and call input.
● Capable of designing various IVR call flows, menu options, inbound and outbound call flows, and in-queue call
flows for callback services and voicemails.
● Proficient in integrations and troubleshooting WebRTC access phone issues, handling interactions, tasks, and
incidents related to user issues.
● Responsible for designing and implementing roles and permissions, managing licenses, and integrating Genesys
Cloud with third-party web services and APIs for advanced routing.
● Skilled in troubleshooting console/network logs, Genesys Desktop Application, Genesys Cloud browser issues, and
user authentication issues.
● Conducting health checks across different regions and troubleshooting call recording and video recording issues.
● Knowledgeable about Genesys Cloud Architecture on AWS, survey dynamics, interaction, and performance
metrics.
● Developing and implementing solutions using Python and Genesys Cloud APIs to optimize contact center operations.
● Developed Python scripts to automate user provisioning and de-provisioning processes in Genesys Cloud,
reducing setup time.
● Conducted in-depth analysis of call center metrics using Python, leading to actionable insights.
● API Integrated Genesys Cloud with internal CRM and ticketing systems, improving data flow.
● Created dynamic reports and dashboards with Python, enabling real-time monitoring of key performance
indicators.
● Good knowledge on Python, Pandas and Anaconda applications.
● Focused on designing IVR inbound call flows, outbound call flows, and in-queue call flows, as well as integrating
Digital Chat and Chatbots with Amazon Lex.
● Worked on API integration at the Genesys Cloud end, collaborating closely with the API team, using applications
like Postman and Swagger for testing and reviewing JSON files, and updating JavaScript for seamless integration
and functionality.

●In my administrative capacity, I
undertook tasks such as profile, queue, and skill creation. This involved meticulously crafting individual schedules and linking them to
schedule groups. I also managed the allocation of Genesys Direct Inward Dialing (DID) ranges, ensuring seamless mapping to
individuals, queues, and call flows.
● Encountering issues where users were unable to place or receive calls, I adeptly tackled authentication challenges and rectified call
routing discrepancies. Employing Wireshark, I delved into log data, scrutinizing SIP traces such as 100 RINGING, 180 RINGING, and
200 OK ACK, ensuring successful call connections.
● In my capacity as an architect, I orchestrated the design of various call flows, encompassing inbound, outbound, secure, and in-queue
scenarios. My expertise in in-queue call flows facilitated the establishment of callback services and voicemail functionalities. I
meticulously handled sensitive data in secure call flows, ensuring compliance with confidentiality protocols while seamlessly integrating
them into primary inbound call flows.
● My proficiency extended to integrations, including OAuth single sign-on and the seamless incorporation of Amazon Lex chatbots.
Additionally, I spearheaded the integration of Amazon Polly for voice bot functionalities, enhancing the contact center's capabilities in
voice recognition and text-to-speech.
● In a previous project involving migration from OnPrem to PureCloud, I orchestrated a seamless transition. This encompassed tasks
such as bulk uploading user data, queue and skill configuration, and the design of complex menu options and sub-menu flows.
Rigorous testing ensured accurate responses upon dialing designated DID numbers via Genesys Cloud.
● When modifications were necessitated, particularly in call flows requiring screen pops, I adeptly navigated to the administrative scripts,
designing, and implementing tailored screen pop options to empower agents with essential customer information.
● Moreover, my involvement in bot integrations was significant, particularly in configuring Amazon Lex chatbots. Collaborating closely
with Amazon resources, I obtained ARNs and seamlessly integrated them into Genesys Cloud, crafting intricate bot flows and slot

configurations to facilitate streamlined interactions with customers.
● Finally, my involvement in integrating Amazon Polly was pivotal. Following installation from Genesys AppFoundry,
● I meticulously configured and activated the integration within Genesys Cloud, ensuring seamless incorporation of the text-to-speech
engine.
● Transitioned from PureConnect on-premises to Genesys Cloud, and during this migration, I focused on adapting interaction attendant
call flows to the new environment. This involved collaborating with third-party vendors to ensure seamless integration and accurately
mapping Toll-Free Numbers (TFN) and external Direct Inward Dialing (DID) numbers in the data table. Communication with
stakeholders was paramount throughout this process, as I worked on designing call flows using Visio documents and guiding clients
through the roadmap.
● Responding to customer requirements, I iteratively refined call flows, ensuring alignment with evolving needs. Additionally, I liaised with
carrier providers and collaborated with the API team to implement REST-based APIs. Configuring these APIs in Genesys Cloud's data
actions was part of my responsibilities. I meticulously reviewed API functionality using tools like Postman and Swagger applications to
ensure optimal performance.
● In the realm of digital chat, authentication was a critical step before connecting customers with agents. I developed deployment keys,
organization IDs, and Genesys Cloud URLs, which were integrated into JavaScript code. This customization allowed for seamless
authentication processes within the chat interface. Furthermore, I facilitated the deployment of this JavaScript to the web development
team, providing clear instructions for their configuration on the web platform.
● Subsequently, I would generate test cases and Jira stories for sprint cycles. Before proceeding with the Go-live phase, we executed
User Acceptance Testing (UAT) to validate that all components were functioning seamlessly and without any hitches. In the event of
any issues surfacing, we promptly debugged them, ensuring swift resolution before deployment.
● Overall, my experience underscores a comprehensive understanding of Genesys Contact Center functionalities, encompassing
administration, architecture, troubleshooting, and integrations, thereby contributing significantly to operational efficiency and customer
satisfaction.

●Experienced in various aspects of Genesys Cloud administration and configuration, including Creating and
managing agent profiles, Configuring WebRTC on the cloud.
● Possessing a strong understanding of SIP trunks and Edge configurations.
● Proficient in Architect tasks, such as developing IVR flows, in-queue flows, and complex routing designs.
● As a Genesys Cloud Administrator: Handling profile creations, health checks, and setup of queues, wrap-up codes,
skills, sites, and DID.
● Skilled in configuring Datable and WebRTC phones, as well as call routing.
● Having expertise in Architect features like audio IVR prompts, logical decisions, loops, data actions, and call input.
● Capable of designing various IVR call flows, menu options, inbound and outbound call flows, and in-queue call
flows for callback services and voicemails.
● Proficient in integrations and troubleshooting WebRTC access phone issues, handling interactions, tasks, and
incidents related to user issues.
● Responsible for designing and implementing roles and permissions, managing licenses, and integrating Genesys
Cloud with third-party web services and APIs for advanced routing.
● Skilled in troubleshooting console/network logs, Genesys Desktop Application, Genesys Cloud browser issues, and
user authentication issues.
● Conducting health checks across different regions and troubleshooting call recording and video recording issues.
● Knowledgeable about Genesys Cloud Architecture on AWS, survey dynamics, interaction, and performance
metrics.
● Developing and implementing solutions using Python and Genesys Cloud APIs to optimize contact center operations.
● Developed Python scripts to automate user provisioning and de-provisioning processes in Genesys Cloud,
reducing setup time.
● Conducted in-depth analysis of call center metrics using Python, leading to actionable insights.
● API Integrated Genesys Cloud with internal CRM and ticketing systems, improving data flow.
● Created dynamic reports and dashboards with Python, enabling real-time monitoring of key performance
indicators.
● Good knowledge on Python, Pandas and Anaconda applications.
● Focused on designing IVR inbound call flows, outbound call flows, and in-queue call flows, as well as integrating
Digital Chat and Chatbots with Amazon Lex.
● Worked on API integration at the Genesys Cloud end, collaborating closely with the API team, using applications
like Postman and Swagger for testing and reviewing JSON files, and updating JavaScript for seamless integration
and functionality.
● In the Five9 environment: Responsibilities mainly included crafting IVR scripts and Campaigns, and managing
Campaign profiles, Users, and Skills.