Afroza Begum

· Implementation of Contact Center Solutions in Genesys Cloud (CCaaS)

· Migration of Contact Center Applications and Solutions from On-Premises to Genesys Cloud

· Analysis, Design, Development and Testing of Contact Center Applications in Genesys

· Provisioning, Configuring, Monitoring and Controlling of Genesys Applications & Solutions

· Implementation of intelligent contact centre routing solutions using Genesys Suite

· Performing enhancements & optimizations to maintain the stability of Contact Center Apps

· Troubleshooting production related issues if any and providing root analysis & resolutions.

· Co-ordination with Quality Analyst team and UAT team during respective testing periods.

· Design & Development of Inbound Call Flows and Routing Strategies

· Implementation of new requirements in contact centre using Genesys Suite

· Implementation of intelligent contact centre routing solutions using Genesys Suite

· Performing enhancements & optimizations to maintain the stability of Contact Center Apps

· Installation & upgrades to Genesys Components and setting up new solutions.

· Preparing runbooks of instructions to create pre-requisite configurations and integration test cases to execute in System Integration Environment.