Madhusudan Tiwari 🇮🇳

VP of Engineering

Mumbai, Maharashtra, India6 yrs 8 mos experience
Most Likely To SwitchHighly Stable

Key Highlights

  • Expert in migrating contact centers to cloud solutions.
  • Strong background in Genesys Customer Experience Suite.
  • Proficient in leveraging NLP for customer insights.
Stackforce AI infers this person is a Customer Experience Technology Specialist with expertise in cloud solutions and IVR systems.

Contact

LinkedIn

Skills

Core Skills

Customer ExperienceApplication Development

Other Skills

Agile Application DevelopmentAmazon ConnectArtificial Intelligence (AI)BlockchainCloud MigrationConsultancy ServicesData StructuresDiscrete MathematicsFive9Game ProgrammingGenesysGenesys CloudGenesys DesignerGenesys FrameworkGenesys PureEngage

About

I am a Manager-Application Development/Senior Lead in the Professional Service Engineering team at TATA Communications, with over 7 years of operational experience specializing in Customer Experience (CX) technology development for the Insurance and Automobile sectors. My expertise lies in helping organizations shape their Customer Experience charter by modernizing and optimizing their contact center operations. Key Highlights of My Work: Successfully migrated contact centers from legacy platforms to cloud-based solutions, designing platform-independent experiences for seamless customer interactions. Collaborated with clients, including US-based organizations, to analyze requirements, design robust solutions, and address objections effectively. Managed development processes, including requirement analysis, solution design, team leadership, project documentation, and unit testing. Delivered impactful CX solutions using Genesys Customer Experience Suite, with strong expertise in implementation and troubleshooting. Leveraged Genesys Designer and Natural Language Processing (NLP) technologies to identify call drivers, analyze sentiment, and enhance IVR systems to maximize customer satisfaction. I thrive on translating complex customer requirements into innovative solutions that drive value. With a focus on both technical excellence and customer-centricity, I aim to elevate organizations' CX strategies to meet the demands of today's fast-evolving business landscape. Let’s connect and explore opportunities to transform customer experiences together!

Experience

Tata communications

2 roles

PS Engineering Lead Dev Manager - CX SME

Apr 2025 – Present · 11 mos · Mumbai, Maharashtra, India · Hybrid

Application Development Manager - CcaaS | PS Engineering Specialist 🎗️

May 2023 – Present · 2 yrs 10 mos · Mumbai, Maharashtra, India · Hybrid

  • Genesys Cloud| Amazon Connect| Five9
Genesys CloudAmazon ConnectFive9Customer ExperienceApplication Development

Deloitte

Application Development Consultant - Digital Experience Designer

Sep 2022 – May 2023 · 8 mos · Mumbai, Maharashtra, India

Accenture

2 roles

Sr. Development Engineer/ Dev Lead

Jun 2022 – Sep 2022 · 3 mos

Development Engineer

Jun 2021 – May 2022 · 11 mos

  • Used Genesys Designer & Natural Language Processing to identify call drivers and sentiment to maximize and improve customer experience in IVR.
  • Experienced in creating Data Driven contact centre flow.
  • Handled requirement gathering and solution designing for travelers.
  • Designing and analysing call flows using Genesys Designer.
  • Onsite coordination and engaging multiple stakeholders for solution prioritization.
  • Migrating Legacy Contact Centre to cloud Platform (Genesys Pure Engage Cloud).
  • Building the Grammar (DTMF, Speech) to integrate with IVR application.
  • Experience of using Genesys onprem application like GRAT, Genesys Administrator (GA), CME, SVN, and Agent Desktop.
  • Review the Propose Design changes on Contact Flow for better customer experience.
  • Experience in Genesys List Object, Genesys Recording (Screen, Voice), Business Attribute, Agent Setup, GAX.
  • Experience in End to End IVR & Routing Development.
  • Helping junior resource’s to deliver the project in given SLA.
  • Managing Scrum Application for scrum related story and Task.
  • Delivering the change request s as per the development plan.
  • Experienced in Genesys Engage cloud reporting & analytics.
  • IVR application flow designing, develop & integrate for different LOBs using Genesys Designer Application.
  • Experience to perform Integration of IXN Configuration (Toast/Case Data) to show in Agent Desktop.
  • Integration with REST, Restful, & SOAP web request with Genesys Designer.
Genesys DesignerNatural Language ProcessingIVRCloud MigrationCustomer ExperienceApplication Development

Tata consultancy services

Genesys Cloud Dev Engineer ☁️

Jun 2019 – Jun 2021 · 2 yrs · Thane, Maharashtra, India

  • Company: Tata Constancy Services.
  • Client :Fiat Chrysler Automobiles (FCA)
  • Role & Responsibilities -
  • Handled requirement gathering and solution designing for multiple customers.
  • Advance knowledge of creating and developing voice routing.
  • Completed all aspects of lead analyst functions: design, create Unit Test cases, System Test, UAT, Code Walkthrough, coordinated releases.
  • Advance knowledge of creating agent group(AG) and also able to add many more option like sip voice mail.
  • Performed integration of Many Microsoft Azure API with Genesys.
  • Provide Training & KT Session to junior team member.
GenesysMicrosoft AzureVoice RoutingCustomer Experience

Education

Ramniranjan Jhunjhunwala College (Autonomous)

Bachelor of Science — Computer Science & Technology

Jan 2016 – Jan 2019

Gyanoday Vidya Mandir jr. College

11th and 12th — Computer Science

Jun 2014 – May 2016

Vishal Vidya Mandir High School

school

Jun 2003 – Jun 2014

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