Phaneendra Avatapalli

Technical Solutions Consultant, eSolutions Monash University

With over a decade of experience, Phaneendra specializes in leveraging technology to optimize customer experience and streamline operations. As a Technical Solutions Consultant at Monash University, he focuses on designing and implementing innovative contact-center automations using Genesys Cloud CX. Passionate about improving customer and agent experiences, he aligns his work closely with organizational goals to drive efficiency, enhance user satisfaction, and enable scalable solutions. At Monash University, he has contributed to tangible outcomes, such as deploying automation tools like an Callback scheduler Bot to reduce friction and operational costs. By integrating the Knowledge Base into Genesys Cloud and creating smart routing solutions, he has enhanced knowledge accessibility and reduced downtime. His work reflects a commitment to practical solutions, collaboration, and continuous innovation in contact-center technology.