Open to opportunities

Veena Reddy

@veenareddy

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Genesys Cloud consultant architecting call flows, integrations, and production reliability.

United States

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What I'm looking for

I’m seeking a challenging position to leverage my Genesys Cloud experience, technical knowledge, and software troubleshooting skills, with real opportunities for development, advancement, and reliable delivery for contact center teams.

I’m a Genesys Cloud Certified Specialist with hands-on experience across cloud architecture, configurations, and supporting the complete suite of Genesys PureCloud solutions. I design and develop Pure Cloud Architect call flows in the Genesys Cloud Architect Web UI, configure sites and outbound routes, and consume Genesys Cloud Platform APIs in IVR flows.

I’m also highly focused on troubleshooting and operational excellence—resolving contact center issues like audio problems, call transfers, stuck calls, and screen freezing using browser console and network logs and working closely with the Genesys care team. From SIP trunk configuration and dial plans/DID mapping to ACD queues, routing (Bulls Eye and Standard), utilizations, wrap-up codes, prompts (SNAP recordings), and reporting dashboards, I help teams deliver stable customer experiences and lead migrations to Genesys Cloud for complex business use cases.

Experience

Work history, roles, and key accomplishments

Current

Genesys Consultant

Current

Sedgwick Claims Management

Mar 2023 - Present (3 years 2 months)

Implemented and supported Genesys Cloud solutions by creating ACD skills, queues, utilization, and schedules for call routing, and developing inbound and in-queue call flows. Led customer migrations to Genesys Cloud by building custom call flows and scripts, configured SIP trunks for inbound/outbound routing, and handled ServiceNow tickets.

Genesys Cloud Architect ACD Queues & Skills Utilization & Wrap Up Codes Schedule Groups SIP Trunking ServiceNow

Genesys Consultant

Maximus

Sep 2020 - Nov 2022 (2 years 2 months)

Managed IVR workflows, prompts, and contact center configuration (phone management, DIDs, and extensions) while addressing campaign management and contact list issues. Provided production support for Genesys PureCloud across 150+ organizations, troubleshooting voice and network issues using console and network logs and coordinating fixes with Genesys Care and UAT testing.

Genesys PureCloud IVR Workflows Prompts & Greetings Hunt Groups & Call Routing SIP DID Extension Configuration Campaign Management Production Troubleshooting UAT Testing Console Logs Cherwell Service Management

Genesys Support Specialist

eAppSys Ltd

Jul 2016 - Aug 2018 (2 years 1 month)

Provided Genesys PureCloud support by fixing login and audio issues and updating user access levels and permissions. Configured user profiles with assigned DIDs, extensions, and WebRTC phones, created custom roles, and handled Zendesk tickets with on-call support.

Genesys PureCloud WebRTC Phone Provisioning DIDs & Extensions Assignment Login Issue Troubleshooting Zendesk Service Desk Support Azure AWS Access Coordination

Web Developer

eAppSys Ltd

Dec 2012 - May 2015 (2 years 5 months)

Developed responsive front-end UI pages and dynamic React components using React, HTML, CSS, JavaScript, jQuery, AJAX, and Bootstrap. Wrote SQL queries, debugged with Chrome DevTools, and built dashboards with charts and draggable components.