Aayush Gagneja has over 5 years of experience as a Systems Engineer and Senior Systems Engineer at Infosys working on contact center implementations. He has extensive experience with Genesys contact center software, including installations, upgrades, and providing level 2 and level 3 support. He is currently working as part of the support team for a US-based bank, focusing on inbound and outbound calls in a development environment. Aayush has a Bachelor's degree in Computer Engineering from Punjabi University and is proficient in Java, SQL, and various Microsoft and Linux tools.

1. Aayush Gagneja
Infosys Limited, Hinjewadi Phase 2,
Pune-411057
Opp. New Grain Market,
Arya Nagar, Fazilka (Pb.)
 aayushgagneja2@gmail.com
 +918600900664
Experience
 Senior Systems Engineer, Infosys limited (August ‘ 16 – Till date)
 Systems Engineer, Infosys limited (June ’14 – July ‘16)
Academic Credentials
Degree/Examination Board/University Year Of Passing Percentage/CGPA
B.Tech. (Computer
-Engineering)
Punjabi University May 2014 7.37/10
XIIth
C.B.S.E March 2010 82.4%
Xth
I.C.S.E March 2008 88.4%
Technical Skills
Professional Summary
Client: US based Bank (December 2016 – Till Present)
 Working as a part of L2 Support Engineer for Inbound & Outbound calls in the DEV environment
and involved in daily health check of the environment, quarterly patching activity.
Client: Malaysia based telecom in Malaysia (May 2016 – November 2016)
 Involved in installation, upgrades, troubleshooting and L2 support for all applications in Contact
Centre domain-Inbound & Outbound calls, SIP Server, Genesys Administrato, Genesys Chat and
Genesys Email.
 Regular visits to client sites during the deployment activities and issue occurrences.
 Good hands on experience on CCPulse, Configuration Manager, Solution Control Interface, Agent
Primary Domain Skill : Contact Centre (Genesys)
Programming Languages :JAVA
Database Management
Systems
:MSSQL
Operating System :WindowsXP/Vista/7/
Linux(Basic)
Tools/Packages : MS Office, Eclipse

2. Desktop, Interaction Routing Designer.
 Actively involved in bi-weekly status meeting with the Client on the issues in Genesys platform.
 Good hands on experience with call recording tool Verint impact 360.
 24*7 support for Production Environment
Client: UK based telecom (June 2014 – April 2016)
 Has been a part Support Team for Genesys e-Services Implementation.
 Worked as part of L2 team for first 8 months and was involved in many deployments (upgrades,
defect fixes) going into the Production Environment.
 Have been working a part of L3 team from August ’15 and had worked on end to end installations of
latest GWE, ORS, URS, Chat Server, along with extending support in deployments going into PROD.
 Configured a new Local Market in Genesys platform as per Client requirements.
 Proactive chat engagement using GRAT tool.
 Genesys Framework 8.x installation in Local Environment of Infosys.
 Performing unit, system and integration testing of Genesys.
 Worked on SIP server installation and call flow design.
 Installed and configured tools like GAX, GWE plugin for GAX and Infomart plugin.
Certifications/Awards
o Awarded as a ‘Star Performer’ for successful deployments in PROD environment consecutively as
L2 member.
o Successfully passed Infosys Internal Certifications ‘FCCD (Fundamentals of Contact Centre)
and Genesys’.
Trainings
o 5 Months training from Infosys as Intern (Feb 2014-May2014) and developed a project ‘File
Jamming Synthesizer’ to remove redundancy from files thus reducing the size of file.
o 6 weeks summer/industrial training (June 2013-July 2013) from DUCAT, Noida and developed a
project ‘Merchandise’ in Cloud Computing.
o 6 weeks summer/industrial training (June 2012-July 2012) from CDAC, Mohali and developed a
project ‘TicTacToe’.
o Developed a ‘Line Following Robot’ during a workshop organized in University.
Extra-Curricular Activities
o Won an intra-school cricket tournament leading as the captain of my team.
o Organized fresher’s party in the university as the “HOSPITALITY” team head.

3. o Organized ‘Crispoletia 2k13’ as EXECUTIVE MEMBER of the organising committee of the
University.
o Had been a member of TEDA (Technical Education Development Association)
Hobbies
o Playing Cricket
o Watching Movies
o Listening Music
Strengths
o Love of Learning and a quick Learner.
o Hard Working and Dedicated.
o Self-Control, Modesty and Generosity.
o Excellent client facing skills.
Personal Details
Date of Birth : 20th
Nov. 1991
Age : 25
Gender : Male
Nationality : Indian
Languages Known : Hindi, Punjabi and English
Declaration
I do hereby declare that the particulars of information and facts stated herein above are true, correct
and complete to the best of my knowledge and belief.
Aayush Gagneja