Open to opportunities

prudhvi few

@prudhvifew

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L1 Contact Center and Genesys Cloud CX support specialist.

India

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What I'm looking for

I seek an L1 Genesys/Contact Center support role focused on hands-on agent support, incident resolution, SLA-driven operations, and growth within a collaborative IT/operations team.

I am an L1 Application and Contact Center Support professional with over three years of hands-on experience in Genesys Cloud CX, incident and ticket management, SLA adherence, queue monitoring, IVR basics, and agent support. I have delivered operational support at Infosys BPM and Wipro, resolved production issues using ServiceNow and Remedy, and coordinated escalations while following ITIL processes and documented SOPs.

I excel at supporting agents during live operations, performing data validation and issue analysis, and maintaining compliance with SLAs and audit requirements. I am seeking an L1 Genesys / Contact Center Support role where I can apply my application support skills, escalation handling experience, and strong operational discipline to improve service reliability and agent experience.

Experience

Work history, roles, and key accomplishments

Current

Senior Associate

Current

Wipro

May 2024 - Present (1 year 9 months)

Worked as L1 contact center and application support on Genesys Cloud CX, resolving agent login, call routing and queue issues, monitoring incidents and escalating to L2 while following ITIL processes.

Genesys Queue Management Incident Management ServiceNow Escalations

Senior Process Executive

Infosys BPM

Apr 2022 - Apr 2024 (2 years)

Provided L1 application and operational support, managing incidents and service requests to ensure SLA compliance and performing data validation and production issue resolutions.

ServiceNow Incident Management SLA Management Ticketing Data Validation ITIL