Dilipa B R

Experience

• 

  Tata Consultancy Services

  Sept 2006 - Jun 2016

  Passionate Genesys technical consultant, support executive, QA lead for a very large multi-channel and multi-site contact center solution implementation, with many customized applications developed on Java, Cocoa around Genesys framework.As a consultant and technical support lead of these highly critical and customer facing applications required a well understanding of application functionality, technical implementation and business purpose.Worked on implementing Genesys applications to meet the growing infrastructure needs and to have the applications to current versions to address operations issues in the environment.Worked on developing, deploying IVR applications in java and vxml.Worked as both offshore and onsite lead from San Francisco, Singapore and Bengaluru.Client: Apple Inc.,Responsibilities include: • Understand; troubleshoot business and customer impacting issues.• Mainly on Genesys Customer Interaction Management solutions, which include Genesys voice (inboud / outbound), Genesys IVR, Genesys eServices (Email and Chat) and Genesys reporting (Genesys 7.x and 8.x).• Day to day project management activities• Development and deployment of IVR applications in vxml and java• Routing strategy development, update using IRD and deployment• Work with development team for upgrades, issue fixes requires SDLC to be followed• Work with Genesys technical support and application developers for root cause analysis and fix• Change requirement review and impact analysis with business• Lead the team of 30• Training and grooming new associates• Knowledge management Show less Worked as onsite and offshore lead of a team of 15, which was responsible for QA for web applications developed for customer relationship management and customer interaction management used in large contact centers. Managed 7 applications which had integration with People Soft CRM, Genesys, IVR, SAP.Responsibilities include: - Business Requirement Gathering and Analysis- Strategic test planning, design, execution- Web API / Web Services testing - SOAP UI etc.,- Performance testing (Using Load Runner, AppPerfect, Jmeter)- Effort estimation- Scoping, Scheduling, Resource allocation / utilization- Status reporting to multiple stakeholders- User acceptance test facilitation and review- Recruiting and induction of new associatesNow, able to perform white box testing too as I have worked on production support team. Show less

  • Genesys Technical Consultant, Support Lead and QA Lead

    May 2013 - Jun 2016

  • Software QA Team Lead

    Dec 2006 - May 2013

  • Trainee

    Sept 2006 - Nov 2006
• 

  Servion Global Solutions

  Jun 2016 - Apr 2017

  Genesys Technical Consultant

  Responsibilities: • Configure, deploy and upgrade Genesys applications• Applications includes, SIP servers, T-servers, OCS, Config server, Statserver, URS, UCS, ICON, interaction server, Web APIs, Genesys SDK etc.,• Understand; troubleshoot business and customer impacting issues in the environment.• Mainly on Genesys Customer Interaction Management solutions, which include Genesys voice (inboud / outbound), Genesys IVR, Genesys eServices (Email, Chat) and Genesys reporting (Genesys 7.x and 8.x).• Day to day project management activities• Change requirement review and impact analysis with business Show less

• 

  Customer Dynamics

  Jun 2017 - Apr 2019

  InContact Implementation Manager

  Responsible for end to end Implementation of NICE InContact CXOne cloud contact center solutions for different customers and domains. Implemented self service IVR, Dialer, chat, email and SMS solutions for wide range of customers and domains. Integration with MS Dynamics and Salesforce CRM applications, REST, SOAP and custom APIs.

• 

  Proud Consulting

  Apr 2019 - now

  Independent Consultant

  Working as a independent consultant in the area of NICE inContact contact center solutions implementation. Working with customers starting at ground zero, educate them about the products & features so that they can make right choices which help to achieve business objectives.