Thumilan Balu
Contact Center Product Development
Toronto
Summary
Contact Center professional with over 15 years of experience in designing, developing, and deploying enterprise IVR and voice solutions using Genesys and Cisco platforms. Proven expertise in solution architecture, stakeholder management, and leading cross-functional teams across global deployments. Adept at aligning technical solutions with business goals to drive exceptional customer experiences and operational efficiency. Skilled in Agile methodologies, product ownership, and delivering end-to-end contact center transformations for Fortune 500 clients.
Overview
15
15
years of professional experience
4
4
Certifications
Work History
Manager – Projects
Cognizant Technology Solutions
10.2022 - Current
- Lead IVR product development, ensuring seamless integration across teams.
- Coordinate with stakeholders to align product scope with business goals.
- Manage deployment timelines, achieving successful product launches.
- Conduct UAT to enhance customer experience through feedback.
- Track KPIs to drive feature improvements and optimize performance.
- Implemented agile methodologies to streamline project workflows, resulting in faster delivery times and improved team collaboration.
- Analyzed usage data to identify feature enhancements, driving marked gains in customer experience and product effectiveness.
- Fostered partnerships with stakeholders to align product vision with business objectives, ensuring coherent project direction and outcomes.
Manager – Projects
Cognizant Technology Solutions
05.2022 - 10.2022
- Architected and developed complex IVR call flows using Genesys GAAP, incorporating business logic across multiple LOBs.
- Defined API integration behavior in collaboration with backend teams, ensuring secure and scalable data exchange within the Genesys framework.
- Designed advanced inbound and outbound voice interactions, leveraging routing strategies, DTMF/NLU inputs, and custom business rules.
- Led end-to-end SIT execution, performed trace-level debugging using Genesys logs and reporting tools, and resolved integration issues to stabilize production environments.
Technical Lead
Cognizant Technology Solutions
05.2019 - 04.2022
- Led Genesys Engage support team.
- Troubleshot voice and agent issues, environment bugs, and logs.
- Delivered Proof of Concept for new client onboarding.
- Contributed to RFPs with technical expertise.
Technology Consultant III-b
Hewlett Packard Enterprise (HPE)
05.2013 - 05.2019
- Delivered global Cisco UCCE and Genesys contact center projects for various clients across regions.
- [USA Client] Delivered UCCE stack solutions (Router, Logger, PG); recognized as a top performer for resolving complex issues in Cisco UCCE, and generating reports using CUIC. Traveled onsite for a client meeting in the USA.
- [APAC Client] Developed IVR flows and ICM scripts; coordinated SIT and API integration. Participated in hands-on implementation and client engagement overseas. Integrated Nuance Voice Biometric with Cisco CVP in the UCCE environment.
- [ITALY Client] Led the deployment and configuration of Genesys CIM components such as CIM, SIP, ICON, GA/GAX, GAAP, and GAAP-based call flows, integrated with backend systems. Served as the SPOC for client communications and technical delivery. Visited ITALY for client engagement.
- [Malaysia Client] Provided L2/L3 support for Genesys-based multi-channel contact centers. Delivered technical support and relationship management at multiple international client offices in Malaysia.
- Other Projects: Aruba network planning, IoT smart parking app, UCCE lab management.
Specialist – Contact Center Support
HCL Technologies Ltd
04.2012 - 04.2013
- L2 support for Cisco UCCE; resolved ICM, PG, Logger, Router, Avaya, CUCM issues.
- Partnered with infrastructure teams to solve call routing issues.
Network Engineer
Origin Info Systems
10.2010 - 04.2012
- Support via NOC for routing, switching and voice systems.
- Installed and configured Cisco CUCM; provisioned DIDs, and extensions.
- Troubleshot Cisco voice gateways, dial peer rules, and SIP/H.323 configurations.
- Used monitoring tools for uptime and performance.
Education
Bachelor of Engineering - Electronics & Communication
Annamalai University
Skills
Project Management
Certification
Genesys | Genesys Cloud Certified Professional - 2025
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager – Projects
Cognizant Technology Solutions
10.2022 - Current
Manager – Projects
Cognizant Technology Solutions
05.2022 - 10.2022
Technical Lead
Cognizant Technology Solutions
05.2019 - 04.2022
Technology Consultant III-b
Hewlett Packard Enterprise (HPE)
05.2013 - 05.2019
Specialist – Contact Center Support
HCL Technologies Ltd
04.2012 - 04.2013
Network Engineer
Origin Info Systems
10.2010 - 04.2012
Bachelor of Engineering - Electronics & Communication
Annamalai University
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