Akhil Batulla

• Innovating business value ideas and implementing them in Business Unit.
• Working as a Direct Point Of Contact for P1 issues for identifying issues and providing quick bug fixing
• Provided in Proficient IVR and Routing Strategies

[Estimated Wait Time Improvements,Skill Priorities]

• Developed Complex Inter-connected Multi-Skilled Inbound IVR Call Flow Scripts using Nice CXone Studio.
• On-time delivery of the User stories, Spikes, Action items on Azure board.
• Creation of Agents, Skills,Campaign's,Roles and permissions to achieve the optimal use in collaboration with business analysts.
• Hands-On Experience with Agents and troubleshooting studio traces.
• Hands-On Experience on ServiceNow [Incident Management,Change Requests and Problems,etc]
• Improving Scripting Logics as per business requirements.
• Collaborated with cross-functional teams to identify opportunities for process improvement and implement changes.
• Participated in regular code reviews, ensuring high-quality standards were consistently met across all development efforts.
• Debugged complex software issues, leading to a more stable product release.
• Worked closely with clients to gather requirements and translate them into technical specifications for implementation.
• Reduced development time by creating reusable script modular code for future implementations.
• Coordinated deployments of new IVR Inbound Scripts, feature updates and fixes.
• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Proved successful working within tight deadlines and a fast-paced environment.

• Experienced in direct client communications and business interactions.
• Worked on real time monitoring using CCPulse+.
• Monitoring the alarms generated by SCI and reacting upon its severity.
• Worked on basic level troubleshooting using T Server logs, URS logs.
• Hands on experience with Genesys framework 7.5 and Genesys 8.5 – Configuration and Monitoring applications.
• Developed expertise in a wide range of technical issues, allowing for effective support across multiple product lines.
• Monitored performance metrics to identify trends in support requests, helping inform product development efforts aimed at reducing user challenges.
• Participated in weekly meetings with the product development team to share insights from customer interactions, fostering an environment of continuous improvement.