Bernard Shroff
Senior Principal Consultant at Moksa Technologies
Based in Mumbai, India
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Seniority
Director
Department
Information Technology
Location
Mumbai
Industry
IT Services and IT Consulting
Company size
152
Contact information
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b•••••••@moksatechnologies.net
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Background
About Bernard Shroff
In my role as a Contact Center Architect, I am dedicated to transforming and enhancing our approach to technology engagement. My focus is on leveraging the Genesys Cloud solution alongside a comprehensive range of CCaaS products to drive innovation.My mission is to elevate contact center operations through meticulous architecture and strategic implementation. With a strong foundation in Genesys Cloud, I thrive in configuring intricate communication systems and empowering teams to deliver exceptional customer experiences. Technology driven in Unified Communications specifically in customer interaction management. Expertise on different products specifically in Genesys Pure Cloud, Genesys Pure engage, Aspect software,Nice solutions since the last 2 decadesSpecialties:Genesys Cloud-*Implementation of Genesys Cloud Contact Center as a Service (CCaaS) platform enabling omnichannel solution for Voice, Email, Chat, Social Media(Facebook, WhatsApp, etc), QM, WFM, Survey, Speech Analytics, Agent asist and Reporting.*Developing IVR call flows, Voice Bot flow, Chatbot flow, secure flows, In-queue flow using Architect.*Sites and Trunk configuration.*Third Party CRM integration. Genesys Engage- Contact Center Solution design, Implementation, Integration and Support. Implementation of Genesys product for Genesys Inbound, Genesys Outbound Genesys Call Routing Development for Voice and Non Voice, Genesys Multimedia - Email/ Chat, SIP Business Continuity - BCP implementation, SIP Proxy installation and configuration, Genesys and CISCO Integration, Disaster Recovery Inbound Setup implementation, GVP, GMS Call back, Genesys Interaction Recording GIR – Implementation and configuration, Genesys and Verint Recorder Integrations, Genesys and Nice Recorder integration, Genesys Reporting - ICON and Infomart Installation and configuration, IWS / WDE Deployment and configuration, Real time Dashboard configuration using Genesys Pulse, CC Pulse, Pulse, GA, GAX, installation and configuration, Media Gateway configuration.Excellent team management handled a team of 40 plus across different roles and capacities across my tenure with different orgs
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