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Prasanna Vasupally

@prasannavasupally

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NICE CXone Developer at Infosys, designing enterprise IVR applications and integrating CXone with Salesforce.

India

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What I'm looking for

I'm looking to apply my NICE CXone, contact center, and Dialogflow CX experience to enterprise cloud contact center solutions, IVR applications, and voice or chat bots.

At Infosys Ltd, I design enterprise IVR applications for the Bosch NICE CXone contact center integration. I develop reusable Studio scripts and call flows, and configure omnichannel routing, skills, ACD, queues, and routing profiles.

For the Bosch work, I integrated NICE CXone with Salesforce CRM, configured Microsoft Entra ID SSO using SAML, and developed REST API integrations. I also supported deployments and production operations, including incident analysis and IVR optimization.

On the Lumen AI Voice and Chat Bot project, I developed voice bots and conversational Playbooks using Google Dialogflow CX. I integrated Gemini 2.5 Flash and retrieval-augmented generation capabilities, along with Cloud Functions and REST APIs.

Earlier, I worked on the Latitude by Genesys platform for debt collection and recovery, developing and maintaining enterprise modules with C# and .NET. Across my roles at CES Ltd, Call Health, Xsilica Software Solutions, and Graph Image Solutions, I developed enterprise applications and backend integrations.

Experience

Work history, roles, and key accomplishments

Current

Senior Consultant

Current

Infosys Ltd

Jun 2021 - Present (5 years 5 months)

Designed enterprise IVR applications using NICE CXone Studio and configured omnichannel routing, skills, ACD, queues, and routing profiles. Integrated NICE CXone with Salesforce CRM and Microsoft Entra ID SSO, and developed REST API integrations.

NICE CXOne CXone Studio Omnichannel Routing ACD Configuration Salesforce Microsoft Entra ID SAML REST APIs Dialogflow CX Playbooks Google Cloud Platform Gemini 2.5 Flash RAG Cloud Functions C#.NET ASP.NET SQL Server

Software Engineer

CES Ltd

Oct 2017 - Jun 2021 (3 years 8 months)

Developed enterprise web applications for Reiter business applications and backend services using ASP.NET MVC, Web API, SQL Server, and Entity Framework. Worked with MuleSoft-based integrations for enterprise backend services.

ASP.NET MVC Web APIs SQL Server Entity Framework MuleSoft

Software Engineer

Call Health

Apr 2016 - Sep 2017 (1 year 5 months)

Developed healthcare applications including Practice Management System, e-Onboarding, and Stakeholder Experience platforms. Developed application modules and backend integrations using MVC, WCF, Web API, and SQL Server.

ASP.NET MVC WCF Web APIs SQL Server