Ranapratap Sadhana

Hello,

This Ranaprathap,

• Having 5 years of experience in Genesys CIM contact center support and Consulting.
• Knowledge & experience on Genesys Framework and its layers, CIT, CME, SCI, CCPulse, log analysis, troubleshooting, debugging, Monitoring & control action on Genesys applications.
• Knowledge on calls flows (inbound & outbound) and non-voice (email & chat). 

Company – Cognizant Technology Solutions India Pvt. Ltd.                                        June 2021 – Till Date

Client: British Telecom

Designation: Associate

Role: Sr. Developer

            BT is a leading Telecom Organization in UK which has different line of businesses that are Consumer, Enterprise and Global, to make customer relation BT uses Genesys to interact with customers, around 24k agents are working on different medias that are voice and email.

            I am working on L2 & L3 issue and creating & implementing the different changes like upgrading the application, OS Patching, Certificate renewals, etc.

Roles & Responsibilities:

• Working on IB, OB, email & IWD related issues.
• Have experience on creating, implementing the changes for prod, pre-prod, test & dev environments in Service Now & HPSM.
• Hosting weekly calls with BT clients on high priority issues.
• Doing on-call support for one week 24*7 support once in a month.
• Executing different changes for OS patching, Host certificate renewal, Genesys application upgrades etc.

Company – Home Credit India Finance Private Limited                                   Apr 2018 – Dec 2020

Client: In-House

Designation: Senior Executive

Role: Technical Consulting, Solution Analysis, Designing and Implementation.

Home Credit India is Finance Organization has different processes like Operations, Collections and CRM. IT has 4 call centers across India. Business model is providing the loans to customers for home appliances and electronic gadgets. To maintain customer relation, it uses Genesys for contact center support. It supports multimedia like voice (IB&OB), email, and chat. It has Inbound, Outbound, Email and Chat solutions are maintained by SIP T-Servers.

I worked on multiple roles to extend the call center to support the business. I created multiple outbound campaigns as per business requirement. I have been involved in creating new email and chat process.

Skill Used: Genesys Administrator, GAX, CME, CCPulse, Pulse, Kazmir, Composer, Workspace desktop Edition, Interaction Workspace.

Roles & Responsibilities:

• Support the business from the issues related to voice, email and chat.
• Part of developing the email & chat process in Homecredit.
• Having the experience in creating/modifying the OB campaigns.
• To check and monitor all Genesys Applications status while preparing the Check List.
• Responsible for all issues related to eservices (Chat&email)
• Experience in Genesys application configuration, log analysis, solution designing, architecting, framework understanding, routing and reporting