Senior Genesys Application Specialist

• ‏ديسمبر 2021 - - الحالي

Service Delivery - Genesys Engineer

• ‏يناير 2018 - ‏نوفمبر 2021

• Installation, Testing & commissioning of Genesys contact center solution at the customer sites as per agreed project plan.• Ensure the committed timelines are met for the projects at customer sites within the agreed scope, cost and quality.• Lead the solution delivery activity when deputed as responsible for service delivery of specific change request.• Identified and acted upon opportunities for Contact Center improvements.• Perform quarterly system health check for system sustainability.• Provide a high collaboration level to support and assistance to other departments and senior managers whenever needed.• Timely and accurate support and assistance.• Ensure optimizing the utilization and Customer Satisfaction with the 24x7 Support• Provide training to operation and business user on capability of genesys product features and how to use.• Technical knowledge transfers to customer to handle routine operations.

Genesys Project Engineer

• ‏أبريل 2017 - ‏ديسمبر 2017

• Collect business requirements, JAD sessions, and providing technical design documentations.• Analyzing customer requirements, and evaluating technology options, developing strategies, and recommendations to Call Center customers.• Implementation, Upgrade, UAT, SIT and proactive maintenance Inbound, Outbound, eServices, Genesys Framework, Reporting etc.• Designing infrastructure for Genesys framework, CTI support for call center and eServices.• Troubleshooting and RCA of issues in Genesys eServices and SIP platform.• Involved in developing dynamic routing strategies based on Customer segmentation and User data values.

Genesys Engineer

• ‏فبراير 2016 - ‏مارس 2017

• Implementation, enhancement and maintenance of Dubai Islamic Bank Genesys Contact Center.• Providing all level technical support for low and High incident for Dubai Islamic Bank Genesys Contact Center. • Effective incident management to achieve 100% SLA. • Effective decision making in critical/disaster situation to ensure that business continuity plan is in place or workaround is in place to avoid major break down to Dubai Islamic Bank business. • Change Management for contact center related RFC. • Efficient planning/execution/supervision of operational changes with Dubai Islamic Bank IT teams to ensure that Dubai Islamic Bank business aren’t at risk and the change activities are in place with no impact or with minimal impact to Business. • Proactive and preventive incident management. • Problem management for recurring incidents. • Supporting the roll-out of new/upgraded applications. • Fosters positive relations across contact center community and with Dubai Islamic Bank IT teams by responding to incident/queries in a cooperative, supportive, and professional manner; resolving problems in a timely and efficient manner.

Genesys Consultant

• ‏يونيو 2014 - ‏يناير 2016

• Implementation, Designing & Troubleshooting of Genesys components including Framework 8.1, Routing 8.1, eServices/Multimedia 8.1 (Email, Chat & CoBroswing), TServers 8.1, GVP 8.1, Genesys Agent Desktop 7.6 and other genesys components. • Providing documentation & plan of implementation to customer for better understanding what we will going to do. • Support customer on their issues and co-ordination with customer through CCFactory ticketing module. • Implementation, Designing & Troubleshooting of Genesys components including Framework 8.1, Routing 8.1, eServices/Multimedia 8.1 (Email, Chat & CoBroswing), TServers 8.1, GVP 8.1, Genesys Agent Desktop 7.6 and other genesys components. • Providing documentation & plan of implementation to customer for better understanding what we will going to do. • Support customer on their issues and co-ordination with customer through CCFactory ticketing module.

Professional Services Consultant

• ‏مايو 2013 - ‏مايو 2014

• Genesys implementation, upgradation and Maintenance of all Genesys Servers including Framework, Management, Routing, TServers, Genesys Voice Platforms, Genesys real time & historical reporting, Genesys OCS, eServices/Multimedia, Genesys Quality Management and other components.• Maintenance & Troubleshooting the Genesys environments over windows 2003, windows 2008 and Redhat linux 6.2. • Provide on-site & off-site support and responsible for on call production issue support and timely response and resolution of the service requests. • Data Network monitoring and troubleshooting for Genesys servers. • Designing of routing strategies & call flows. • Demonstrate & provide genesys training to newbies. • Planning and documenting operating procedures. • Conduct the trial and PoC setup for various clients.

NOC Engineer

• ‏يناير 2013 - ‏أبريل 2013

• Monitoring, installation and troubleshooting operations on Asterisk, Freeswitch, Windows and Unix server environments.• Deployment and maintenance of codecs and dial plans on DID’s• Process issues and incidents reported to the NOC• Pro-active monitoring of the NOC and managed customers infrastructure• Maintenance and troubleshooting of IP & Internet networks. • Monitoring, installation and troubleshooting operations on Asterisk, Freeswitch, Windows and Unix server environments.• Deployment and maintenance of codecs and dial plans on DID’s• Process issues and incidents reported to the NOC• Pro-active monitoring of the NOC and managed customers infrastructure• Maintenance and troubleshooting of IP & Internet networks.