Abu Dhabi, Abu Dhabi Emirate, United Arab Emirates
I am a seasoned contact center technology professional with 17 years of hands-on experience specializing in Genesys Engage and Genesys Cloud platforms. Throughout my career, I have successfully designed, implemented, and optimized complex customer experience solutions for global clients across various industries. Passionate about driving innovation, I stay current with evolving Genesys technologies and best practices, ensuring that organizations achieve maximum value and customer satisfaction. I thrive in collaborative environments and am committed to delivering high-quality, scalable solutions tailored to business needs. Certifications: - Genesys Cloud AI/Bots - Use Knowledge Workbench with Bots - Genesys Cloud Certified Professional - Genesys Cloud CX: Scripting - Genesys certified professional (GCP) - Interaction Recording 8.5 Consultant - Genesys certified Voice Platform 8 Consultant - Genesys Certified Professional Version 8 - System Consultant, Inbound Voice (GCP8-CIV) - Genesys certified Genesys CIM8 Troubleshooting Support - Genesys Certified e-Services 8 - Microsoft Certified: Azure Fundamentals Training: -Genesys Cloud Administration -Genesys Cloud Implementation -Genesys Cloud Reporting and Analytics -Genesys Cloud Architect -Genesys Cloud Script -Genesys Cloud Quality Management -Genesys CIM8 Troubleshooting Support -Genesys Interaction Recording Current Responsibilities: • Responsible for designing and implementing contact center solutions using Genesys technology. This includes working with customers to understand their business needs and requirements, designing solutions to meet those needs, and implementing those solutions. • Responsible for configuring and customizing the Genesys Pure engage and Genesys cloud software to meet the specific requirements of each customer. This may involve creating custom reports, workflows, and call-routing strategies. • Responsible for providing technical support to customers. This may involve troubleshooting issues, answering technical questions, and providing guidance on how to use the Genesys engage and Genesys cloud solution. • Working closely with other teams, such as sales, product management, and support, to ensure that customer needs are being met and that the Genesys software is functioning as expected. • Managing diverse functions like Solution Architecting as well as Pre-sales Support in terms of Technical Proposal development and POC Presentation to clients • Involved in defining standardized implementation processes to streamline project implementation and deployment phases.