ARUNKUMAR B.
Calgary,Canada
Summary
Technical Lead with significant expertise in Genesys Cloud and Google Dialogflow CX at Servion Global Solution. Proficient in agile methodologies and stakeholder communication, leading to improved project delivery timelines. Experienced in managing user acceptance testing and promoting team collaboration for optimal results. Demonstrated success in enhancing user experience and achieving project goals across cross-functional teams.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Lead - Contact Center
Servion Global Solution Pvt. Ltd.
Calgary, Canada
03.2022 - Current
- Managed complex Genesys Cloud and Cisco UCCE projects for Canadian customers with onsite and hybrid teams.
- Optimized UAT processes for Genesys Cloud, focusing on outbound campaigns and user experience validation.
- Executed scripting, architected flows, managed data tables, and performed API integrations in Genesys Cloud.
- Configured inbound, outbound, messaging, and bot flow architectures within Genesys Cloud.
- Built IVA flows using Google Dialogflow CX and integrated with Genesys Cloud.
- Developed advanced scripting configurations and incorporated HTML/CSS code as necessary.
- Updated Genesys Cloud configurations through CI/CD pipelines and maintained code in GitHub.
- Collaborated with QA, DevOps, and Support teams to ensure smooth software delivery.
Senior Converged Communications Engineer
NTT Data
Bengaluru, India
11.2021 - 03.2022
- Configured dialer systems and tested outbound campaigns within Cisco environment.
- Collaborated with stakeholders to gather requirements for customized communication solutions.
- Integrated agile methodologies to streamline project workflows and enhance delivery timelines.
Broadband Tier-II Technical Support Engineer
Innovatia India Knowledge Management Services Pvt Ltd.
Bengaluru, India
06.2016 - 02.2018
- Delivered technical support and troubleshooting for high-speed internet, IPTV, and fiber services to top global clients.
- Led resolution efforts for technical issues across diverse client environments.
- Collaborated with cross-functional teams to document technical solutions accurately.
- Managed escalated support cases, ensuring timely resolutions and high customer satisfaction.
Education
Bachelor of Engineering - Electronics and Communications Engineering
Shivani Engineering College
Trichy, India04.2016
Skills
- Genesys Cloud scripting and architecture
- API integration and management
- Outbound campaign strategy
- Google Dialogflow CX proficiency
- User acceptance testing oversight
- GitHub repository administration
- CI/CD pipeline optimization
- Cisco UCCE configuration
- Project delivery improvement
- Agile methodologies
Certification
- Genesys Cloud Professional (GCP)
- Genesys Cloud CX (Architect, Scripting, Outbound, QM)
- ITIL (Process exposure)
Availability
Currently based in Calgary, Canada. Willing and able to relocate within 30-45 days' notice with Visa sponsorship. Available for remote engagement prior to physical relocation if required.
Languages
- Tamil
- English
- Kannada
Personal Information
- Nationality: Indian
- Marital Status: Married
Timeline
Technical Lead - Contact Center
Servion Global Solution Pvt. Ltd.
03.2022 - Current
Senior Converged Communications Engineer
NTT Data
11.2021 - 03.2022
Broadband Tier-II Technical Support Engineer
Innovatia India Knowledge Management Services Pvt Ltd.
06.2016 - 02.2018
Bachelor of Engineering - Electronics and Communications Engineering
Shivani Engineering College