Venkata Durga Satya Raghavacharyulu Peddinti

The Sr.Technology Architect – Cloud CX is responsible for leading the architectural design, validation, and governance of Genesys Cloud CX implementations across global clients. This role ensures that business requirements are translated into scalable, secure, and optimized contact center solutions. The architect works collaboratively with stakeholders across delivery, pre-sales, product, and client teams to ensure high-quality deployments and seamless integrations across technology ecosystems.

Client Engagement

• Collaborate with enterprise clients and solution teams to understand business objectives and define scalable architecture.
• Lead discovery and technical design workshops, translating complex business requirements into Genesys Cloud solution architectures.
• Support pre-sales efforts through technical assessments, solution scoping, and proposal design.

Solution Design and Implementation

• Own end-to-end architecture across Genesys Cloud CX components including IVR flows, digital channels, routing strategies, and APIs.
• Define platform integration strategies across CRMs (Salesforce, Zendesk), WEM platforms, legacy systems, and partner tools.
• Establish architectural best practices and lead technical validation during implementation lifecycles.
• Ensure that solutions are secure, compliant, and optimized for multi-region delivery.

Project and Delivery Support

• Partner with project managers, implementation consultants, and developers to ensure architectural alignment throughout delivery.
• Review technical designs, configurations, and integrations for accuracy and scalability.
• Participate in technical QA, go-live readiness checks, and issue resolution during delivery.

Post-Implementation Enablement

• Act as the senior technical escalation point for architecture-related issues and optimization requests.
• Contribute to continuous improvement initiatives by capturing lessons learned and reusable assets.
• Mentor delivery teams on platform capabilities, integrations, and solutioning frameworks.

Key Responsibilities

Architecture Ownership

• Design and document Genesys Cloud CX architectures aligned to client environments and use cases.
• Define integration blueprints and oversee alignment to security, performance, and scalability standards.

Platform Governance

• Lead technical validation, platform reviews, and compliance assessments during the delivery lifecycle.
• Stay current on Genesys Cloud releases, roadmap updates, and emerging architecture trends.

Client Advisory

• Provide technical thought leadership and guidance to executive stakeholders and internal teams.

Lead knowledge transfer and enablement sessions to scale architectural excellence across the team.

• · Responsible for geo growth & revenue strategies, stakeholder management & people management, building capabilities using Artificial intelligence & machine learning based solutions, customer management.
• · Responsible for due diligence of all the Projects running under Digital operations (BPO) umbrella, find out opportunities & pain points, work on Solution approach, prepare effort estimation, form a deployment team and lead the project till it's closure and will coordinate with various stakeholders (Internal & External) from Manila.
• · Responsible to Build AI & ML solution like Conversational AI & conversational BOTS, Machine learning IoTs based contact center solutions like Cisco, Genesys, Amazon web service, Google cloud platform, Kore AI, Google Dialog Flow implementations.
• · Solution Implementation & support life cycle, it includes activities like Solution discussion, requirement gathering, documentation, development, user acceptance testing, System integration testing and production go-live.
• · Post go-live Maintenance support.
• · Monitor all development activities and ensure compliance with coding standards procedures and methods
• · Responsible for Next Generation Contact Center(NGCC) Solution Implementations
• · Responsible for Design Documentation Review and Business Requirement document review and Project Plan review

• Designed scalable architecture solutions to enhance system performance and reliability.
• Collaborated with cross-functional teams to align technology strategies with business objectives.
• Evaluated emerging technologies and integrated them into existing systems for improved functionality.
• Developed comprehensive technical documentation for system architectures and design specifications.
• Solution development and technical consultancy across a Genesys, Amazon connect
• Project management & Delivery lead handles critical project deliverables.
• Lead the team of 10 people
• contact center & Unified communication technology spectrum.
• Work closely with Cognizant Infrastructure team for Digital Ops/Service Desk solutions.
• Design & build the Smart IVR, conversational IVR based on AWS & Google cloud platform.
• Contact center solution cost analysis & based on that provide Cloud base contact center
• solution options.
• Based on Digital OPS(BPO) pain point analysis, propose the suitable automation solutions to
• reduce call AHT & call volume at agent desk.
• Provide solution for CTI integration with CRM, SNOW, Remedy platform for Screen pop
• functionality.
• Liaising with business representatives, sr, management to design & document local
• solutions to fit within the overall contact center/services desk design blueprint.
• Manage introduction of new contact center voice systems in close relationship with in[1]country management & local support teams.
• Provide feedback into engineering to refine the overall IPT/Contact center solution design.
• Lead internal engineering design boards to evaluate and ratify changes and enhancements
• to the current design.
• Analyze software & configuration requirements & articulate specifications.
• Create use case strategies, and when necessary, help to create test strategies.
• Producing technical feasibility studies.
• Providing security consultancy & best practice for contact center platforms.
• Conducting product overview presentations.
• Deploying complex systems on client site.
• Providing the shape of technological solutions across contact center & Unified
• communication platform.

• Analyzed technical issues to enhance system performance and customer satisfaction.
• Collaborated with cross-functional teams to implement process improvements and optimize operations.
• Developed training materials for new technologies, enhancing team proficiency and knowledge retention.
• Conducted troubleshooting sessions for complex network problems, reducing resolution times significantly.
• Worked with various global customer projects. Larger projects management included Remote Upgradation and configuration of Genesys Product portfolio.
• Good Understanding of Genesys PureCloud /Pure Connect Contact Center administration.
• L3 Support for client network and handling all the issues related to interactive intelligence software
• New Project assignment
• Designing and Implementations.
• Planning, Implementation & Support of Contact Center Infrastructure within various network environment.
• Escalations and SLA.
• Lead and solve the issues faced by client coordinating with onsite members
• Regular updates on Daily calls
• Modifications of IVR based on client requests
• ACD Administration, Call routing designing & management, IVR call flow design & deployments.
• Production System Support for Call Center infrastructure based on ININ – CIC (Interactive Intelligence/I3) and Cisco Call Manager.
• Responsible to deliver work within SLA.
• Maintenance Activities, Upgrading SU activity with coordination of ININ team.
• Responsible for IVR Call Flow design for Clients.
• Implement, operate and maintain VoIP network infrastructure in the most optimum condition, ensuring that the quality of service of our services exceeds regulatory standards, internal performance targets and management expectations.

• Responsible for the solution designing, Implementation & Support for Avaya voice core used in Shiensei Bank Japan Contact Center. This includes contact center consolidation solution designing for multisite contact center setup on centralize Avaya ACD voice core.
• · Responsible for Call Center Infrastructure and IP Communication management of ShinSei Bank Japan
• · Planning, Implementation & Support of Contact Center Infrastructure within various network environment.
• · System administrator for Interactive Intelligence (CIC/I3/ININ) integrated with various CRM solutions.
• · ACD Administration, Call routing designing & management, IVR call flow design & deployments.
• · Production System Support for Call Center infrastructure based on ININ – CIC (Interactive Intelligence/I3).
• · Responsible to deliver work within SLA.
• · Providing Weekend, On Call Support for critical issues.
• · Maintenance Activities, Upgrading SU activity with coordination of ININ team.
• · Responsible for IVR Call Flow design for Shinsei Bank Japan.

• Designed and implemented telecom network solutions enhancing communication infrastructure.
• Led cross-functional teams in executing complex projects, ensuring timely delivery and adherence to quality standards.
• Analyzed system performance data to identify areas for improvement, optimizing operational efficiency across networks.
• Developed training programs for junior engineers, fostering skill development and knowledge sharing within the team.
• Maintenance support for Genesys based Contact center for various Customers.
• Providing Level 2 & Level 3 support for Genesys contact center support
• Customer coordination on new business requirement