Customer Support Engineer

Owned end-to-end customer journey validation, production support, and platform reliability across NICE CXone and Genesys Cloud environments for 100+ enterprise customers, maintaining >95% SLA compliance, reducing recurring incidents by 25%, and proactively identifying call drops, IVR delays, routing failures, queue buildup, and customer journey disruptions to improve overall customer experience. ● Designed, automated, and maintained customer journey assurance frameworks using Cyara Velocity and Botium, enabling end-to-end analysis of IVR, chatbots, and voicebots across voice and digital channels, including DTMF, ASR, TTS, conversation flows, call flows, routing logic, authentication journeys, fallback scenarios, escalation paths, and human handoff validation. ● Validated Conversational AI experiences by verifying Natural Language Understanding (NLU), intent recognition, entity extraction, context-aware conversation flows, multi-turn interactions, response consistency, and exception handling to ensure reliable customer engagement and seamless customer journeys. ● Performed end-to-end analysis of cloud contact center ecosystems, including CTI integrations, agent desktop workflows, dialers, routing engines, CRM integrations, callback mechanisms, and backend services, ensuring accurate customer routing and operational continuity across enterprise environments. ● Executed functional, regression, smoke, integration, performance, load, and stress automation using Cyara Velocity and Cyara Cruncher, simulating concurrent customer interactions and peak traffic conditions to validate platform scalability, call stability, latency thresholds, and overall customer journey resilience, improving IVR stability by 15%. ● Leveraged Cyara Pulse to monitor synthetic customer journeys, production call flows, routing accuracy, SLA adherence, latency, queue performance, and service availability, enabling proactive identification of customer-impacting issues and improving production reliability. ● Validated REST APIs, JSON payloads, SQL queries, backend integrations, customer data flows, and database transactions to ensure seamless orchestration between conversational AI solutions, contact center platforms, and enterprise business applications. ● Conducted deep root cause analysis through log verification, execution report analysis, call trace investigation, API validation, SQL troubleshooting, and production debugging, identifying routing mismatches, CTI integration issues, call recording failures, and customer journey defects, reducing mean time to resolution (MTTR) by 25%. ● Authored and maintained comprehensive customer journey validation scenarios, regression suites, functional testing plans, release validation checklists, test cases, execution reports, and platform health assessments, collaborating with engineering, implementation, and product teams to manage defect lifecycles, perform impact assessments, and ensure production readiness within Agile delivery environments.

Managed multiple customer-facing technology and business initiatives, coordinating cross-functional teams to deliver projects on schedule, within scope, and in alignment with stakeholder expectations. ● Led project planning, resource forecasting, risk management, progress tracking, and stakeholder communications, contributing to a 24% reduction in project lead times and improved delivery predictability. ● Developed project documentation, process workflows, status reporting mechanisms, and operational governance frameworks to support successful project execution and quality outcomes. ● Collaborated with business stakeholders, vendors, and delivery teams to identify process improvement opportunities, optimize resource utilization, and improve operational efficiency.

Analyzed operational performance, customer interaction data, and process workflows to identify improvement opportunities and enhance service delivery effectiveness. ● Developed reports and insights to support business decision-making, improve process compliance, and reduce recurring operational issues. ● Collaborated with cross-functional teams to investigate service challenges, recommend corrective actions, and improve overall operational performance.