I enjoy helping others and giving back to the community
I enjoy cooking for friends and family gatherings
Watching Movies and TV Shows
Gardening
Afroza Begum
Genesys Contact Center Engineer
Hoffman Estates,IL
Summary
Genesys CX Consultant with 8+ years of experience in Contact Center Technologies skilled in Genesys Cloud Administration and proficient in Genesys Universal Routing, I excel in enhancing application stability and driving successful migrations, while effectively collaborating with cross-functional teams to achieve project goals.
Overview
8
8
years of professional experience
Work History
Genesys Routing Engineer
Synapse Technology Services
08.2023 - Current
· 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.
Genesys Routing Engineer
HORIZONTAL
09.2022 - 07.2023
· 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.
Education
MBA - Management Information Systems
Sri Venkateswara College of Engineering And Techno
AP, IND 05.2001 -
Bachelor of Science - Computer And Information Sciences
VCR Degree College
AP, IND 05.2001 -
Skills
Genesys Cloud Administration
Genesys Architect Flows
Genesys Integration with CRMs
Genesys Engage
Proficient in Genesys Universal Routing
Genesys eServices
Genesys Rules System
Genesys Callback or Virtual Hold Technology
Genesys Archy
Terraform
Web Technologies:
VXML, HTML, ASP, JSP, Java Script, VB Script, Nuance Speech Recognition
Databases:
MS SQL Server, Oracle
Accomplishments
Proven experience in translating customer needs and requirements into products and services.
Collaborate with cross-functional teams, including customer support, IT, and software development, to gather requirements and ensure alignment with business.
Interests
Affiliations
References available upon request
Timeline
Genesys Routing Engineer
Synapse Technology Services
08.2023 - Current
Genesys Routing Engineer
HORIZONTAL
09.2022 - 07.2023
MBA - Management Information Systems
Sri Venkateswara College of Engineering And Techno
05.2001 -
Bachelor of Science - Computer And Information Sciences
VCR Degree College
05.2001 -