Experienced Genesys Cloud professional with 4 years of expertise in configuring and managing communication channels, including Voice, Email, Message, and Bots. Skilled in architecting IVR call flows, setting up SIP trunks, managing external SIP connections, and integrating third-party applications like Amazon Lex, Amazon Polly, Google Dialogflow, Salesforce and Twilio. Proven track record in enhancing customer interactions through advanced call routing strategies, developing scripts for agent efficiency, and leveraging AWS Lambda functions for digital flows. Proficient in optimizing contact center performance with dashboards, reports, and omnichannel support.