Sathishkumar Girikrishnan
Toronto
Summary
Dynamic Principal PS Consultant with extensive experience at Genesys, specializing in customer experience transformation and Genesys Cloud migration. Proven track record in strategic planning and execution, leading complex projects to enhance system integration. Adept at team leadership and client requirements analysis, ensuring successful outcomes and high-quality deliverables.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Principal PS Consultant
Genesys
, Canada
02.2022 - Current
- Led the Genesys Cloud migration from Genesys PureEngage, PureConnect, and Avaya, integrating with external self-service systems.
- Captured Genesys Cloud CX features for implementation based on SOW requirements.
- Conducted product workshops with business liaisons to gather and translate functional requirements.
- Collaborated with product owners to define project scope, timelines, and deliverables.
- Evaluated existing systems and processes against industry best practices to enhance efficiency.
- Designed Visio documents reflecting customer call flows and facilitated design review meetings.
- Developed complex call flows and integrations in Cloud CX.
- Managed defect resolution raised by QA, ensuring quality assurance for UAT.
- Managed multiple projects simultaneously ensuring timely completion within budget constraints.
- Performed code migration, leveraging CX as code across environments.
Senior PS Consultant
Genesys
, India
02.2021 - 01.2022
- Led development of complex call flows in Genesys Cloud for migration projects.
- Provided technical insights to product owner for defining user stories during Sprint Planning meetings.
- Integrated external web services to automate business processes based on requirements.
- Coordinated with QA to ensure thorough testing of call flows before UAT handover.
- Conducted Train the Trainer sessions to equip end users with knowledge of developed solutions.
- Participated in Sprint retrospective meetings, offering constructive feedback for process improvement.
- Migrated code to production and provided support during Go-Live events.
- Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement.
App/Cloud Support Specialist
Accenture
Bangalore, India
11.2015 - 02.2021
- Led CTI Enhancements Team for Genesys Routing and Reporting Applications within GWIM Portfolio.
- Collaborated with Business Liaison to gather requirements and translate business needs into system deliverables.
- Authored High-Level Design documentation and detailed Technical Design Documents for tactical changes.
- Implemented tactical changes and enhancements for Genesys Inbound Voice solutions.
- Facilitated Change Request creation as Change Coordinator using BMC Remedy and JIRA.
- Prepared migration guides, deployment documents, and conducted environment checks for CTI application releases.
- Resolved defects raised by Quality Assurance team during User Acceptance Testing phases.
- Managed offshore project delivery, tracking resources and development timelines.
Software Engineer - Testing
CenturyLink
Bangalore, India
09.2014 - 10.2015
- Validated routing algorithms and call flows per requirements.
- Executed Web Service Testing with SOATest to confirm Call KPIs.
- Conducted BRS Analysis and created Test Scripts using HexaWise tool.
- Automated Regression test cases utilizing CYARA tool.
- Performed Ad hoc, Functional System, Regression, and Operational Acceptance Testing (OAT).
- Formulated Test Metrics reports and Weekly Status Reports.
- Conducted Performance Testing using CYARA tool to assess system behavior under increased call volume.
Senior Engineer - V&V
IGATE Global Solutions Limited
Bangalore
07.2011 - 09.2014
- Led quality assurance efforts for software development projects at a global IT services firm.
- Developed and executed comprehensive test plans and test cases for various applications.
- Collaborated with cross-functional teams to identify and resolve software defects efficiently.
- Implemented automated testing scripts using industry-standard tools to enhance testing processes.
- Mentored junior QA engineers on best practices and testing methodologies in software development.
- Facilitated regular meetings to discuss project updates and quality assurance strategies with stakeholders.
Education
Bachelor of Science - Computer Applications
Bharathiar University
Pollachi, India05-2011
Skills
- Customer experience transformation
- Genesys Cloud migration and architecture
- Team leadership and development
- Client requirements analysis
- Strategic planning and execution
- System integration and optimization
- Project management methodologies
- Call flow design and implementation
- Quality assurance processes
- Training and development
Certification
- Genesys Cloud Certified Professional
- Genesys Cloud Architect Specialist
- Genesys Cloud Scripting Specialist
- Genesys Cloud Outbound Specialist
- Genesys Cloud Quality Management Specialist
- Certified Entry level Python Programmer
- Microsoft Certified - Azure Fundamentals
- Amazon Web Services Certified Cloud Practitioner
- Aviatrix Certified ACE Associate in Multi Cloud Network Architecture
- Certified Scrum Master
Accomplishments
- Genesys MVP Award
- Genesys All Star Award
Timeline
Principal PS Consultant
Genesys
02.2022 - Current
Senior PS Consultant
Genesys
02.2021 - 01.2022
App/Cloud Support Specialist
Accenture
11.2015 - 02.2021
Software Engineer - Testing
CenturyLink
09.2014 - 10.2015
Senior Engineer - V&V
IGATE Global Solutions Limited
07.2011 - 09.2014
Bachelor of Science - Computer Applications
Bharathiar University