Arpita Sanyal
Auckland,AUK
Summary
I am a highly enthusiastic working professional, pursuing my career in contact center technology for the last 7 years. Previously I have been working as a senior test engineer for the healthcare sector, completing my bachelor’s degree in electronics and communication in India and post-graduation diploma in Information technology and communication from Auckland, New Zealand.
Currently, I am self-contracting for a US-based banking firm as a Genesys Cloud engineer for the past 2 + years
The Sectors I have worked in are healthcare, government firms -Defence and Social welfare, Banking and Insurance.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Genesys Cloud engineer
Upgarde, Inc.
05.2022 - Current
- Develop/change routing strategy and call flow to meet the needs of the contact center
- Speech recognition-based IVR Project deployment and Go Live
- Dialler solutions -Troubleshooting and Daily enhancements
- Reporting and Monitoring solutions
- Developing and Supporting Survey
- Develop a Callback solution for chat and Voice
- Develop scripts in PowerShell to run API scripts
- First point of contact to manage/Support /build and develop under Genesys cloud
Channel Analyst-Genesys Engineer
ACC (Accident Compensation Corporation)
01.2020 - 01.2022
- Telephony support to in-house Genesys-based contact center 3000+ employee support 24 *7 – Genesys Engage based including, skype and teams-based calling capability
- Deployed SMS and Voice outbound Campaigns and single-handed support
- Support to Skype server and routing
- GCXI platform- report configuration and support Projects: Teams’ migration and training
- New Genesys-based SUI (government insurance scheme)-600+ staff
- Migration of Genesys engage contact center to cloud in phases
- Microsoft Teams calling and Routing implementation
Cloud Support Engineer
Global Speech Network
01.2017 - 01.2020
- Genesys Service provider
- Clients: AMP NZ, MYOB, Department of Education, State Revenue Office (Australia), Vodafone Australia, HFH, Aurizon
- Acts as subject matter expert responding to customer inquiries - handle priority Issues including P1
- Build and Deploy queues, route points, skills, and extensions
- Provide operational and technical advice and support
- Investigates and resolve incidents, service requests, and problem tickets within agreed and contracted SLAs
- Creating test cases and conducting Regression testing
- Implemented BAU knowledge and processes as part of the transition of new implementations , Support to all customers
- Monitoring and Handling config servers for various client
Senior Test Engineer
Vinculum Solutions Pvt. Ltd
01.2013 - 08.2016
- Project Name: MasterScope CT(ERT-Germany)
- Domain Healthcare (Clinical Research)
- Analyzing the requirements or operating rules from the clients and transforming them into different modules for validation
- Testing of healthcare Embedded devices like Asthma Monitors
- Execution of the QACRs (Quality Assurance Change Requests) within strict timelines
- Automate test scripts in Selenium
- Knowledge of relevant software computer applications and equipment
- Following Test (unit to regression) – release document under FDA guidelines
Education
Post Graduate Diploma in IT - Information Technology
Eastern Institute of Technology
Auckland, NZ01.2019
Bachelor of Science - Information Technology
Rajasthan College of Engineering
India01.2013
Skills
- Scripting: HTML, PowerShell, Python
- SQL server management Studio
- Microsoft Office 365
- Test Complete tool and Selenium
- Genesys Cloud CX and Microsoft Teams Direct Routing
- Configured and managed Ribbon K/7K/SWE series Session Border 5 Controllers
- Proficient in Genesys solutions including SIP Server, Resource
Manager, and Workspace Desktop Edition - Extensive experience in remote troubleshooting and incident
management tools such as JIRA, Salesforce, and ServiceNow - Strong understanding of communication protocols (SIP,
VOIP) - Knowledge of Power BI
- Strong knowledge of Genesys API builder
- Wireshark, Teams calling, Skype call routing
Certification
- ISTQB Foundation Level certified, ITB0071967
- Genesys Pure cloud Associate level certified
- Genesys Pure cloud administration level certified
- Genesys Pure cloud Reporting and Analyst
- Genesys pure cloud Architect
- Genesys API developer
- ITIL foundation Preparation
Timeline
Genesys Cloud engineer
Upgarde, Inc.
05.2022 - Current
Channel Analyst-Genesys Engineer
ACC (Accident Compensation Corporation)
01.2020 - 01.2022
Cloud Support Engineer
Global Speech Network
01.2017 - 01.2020
Senior Test Engineer
Vinculum Solutions Pvt. Ltd
01.2013 - 08.2016
Post Graduate Diploma in IT - Information Technology
Eastern Institute of Technology
Bachelor of Science - Information Technology
Rajasthan College of Engineering
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