Nafees Anwar
Mason
Summary
Certified Genesys, Salesforce, Google Cloud and AWS professional with 30+ years of domestic and global experience conceptualizing ideas, seizing opportunities, building CTI operations, leading highly successful development initiatives. Emphasis on telecommunications, Internet, and network integration technology. Strong presentation, negotiation, and team building qualifications. Proactive approach in successful organizational development initiatives that delivered consistent and sustainable operating, revenue, profit, and quality improvements through dedicated efforts. Maintain state-of-the-art technical expertise in artificial intelligence, machine learning and software programming. A genuine passion for engineering high-quality solutions.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Senior Vice President Contact Center Technologies
M&T Bank
03.2022 - Current
- Building our future cloud based inbound and outbound contact center solution using Genesys and best of breed technologies like NICE Bio-metrics, Google CCAI, CallMiner speech analytics etc
- To enhance customer and agent experience.
Vice President Contact Center Technologies
M&T Bank
12.2019 - 03.2022
Director/Lead Architect (Architecture & Innovations)
Atos
01.2017 - 12.2019
- Hands on Director / Lead Architect responsible for Architecture & Innovations (Genesys) for ATOS globally
- Responsible for Applications in current contact center space
- Design and create the contact center solutions for the future through innovations.
Lead Global Architect
Atos
07.2013 - 12.2016
- Lead Architect team responsible for world wide Contact Center solutions build around Genesys 8.x
- Using Genesys SIP, GVP, eServices, Genesys IWS.
Senior Global Architect
Siemens/Atos
01.2006 - 06.2013
- Responsible for.
Technical Specialist (Architect)
Sprint
01.2001 - 01.2006
- Technical architect for the call center architecture redesign project
- The project consolidated multiple ACDs to one enterprise ACD
- This project also replaced the Cisco ICM pre-routing solution with Genesys Network Routing and involved moving IVRs from behind the switch to the front in multiple farms.
Consultant
Merrill Lynch
09.2000 - 02.2001
- Worked as a Subject Matter Expert (SME) Responsible for implementing Inbound routing and the integration of Genesys with Siebel at international sites.
Technical Manager
Sprint
06.2000 - 09.2000
- Technical manager responsible for the analysis, design, testing and implementation of new CTI / IVR / PREDICTIVE DIALER / ViewStar / ICR (Intelligent Call Routing).
Lead Analyst
Sprint
06.1998 - 06.2000
- Team lead responsible for the analysis, design, testing and implementation of new CTI
Consultant
Maxim Group
01.1998 - 06.1998
- Responsible for the development, testing and maintenance of their distributor system
Data Processing Executive
Paktel
03.1992 - 12.1997
- Team lead responsible for the analysis, development and testing of a new billing system in Oracle (IBM AIX/ Developer 2000).
Education
Bachelor of Commerce (B.Com.) - Accounting and Business/Management
University Of Central Punjab
01.1990
Skills
- Building world class contact center routing/handling solutions around Genesys cloud and on-prem solutions Designing/Building conversational AI solutions Plan and execute complex and challenging technical projects
Websites
Certification
- AWS Certified Solutions Architect Assoicate Level - Amazon Web Services (AWS)
- Genesys Certified Professional (GCP) - Inbound Voice 8.5 Consultant - Genesys
- Genesys Certified Professional (GCP) - SIP Server 8 Consultant - Genesys
- Genesys Certified Professional (GCP) - eServices 8 Consultant - Genesys
- Genesys Certified Professional (GCP) - Voice Platform 8.5 Consultant - Genesys
- Genesys Certified Professional (GCP) - Composer Routing 8.1 Developer - Genesys
- GCA - Genesys Certified Cloud Administrator - Genesys
- Genesys Certified Associate (GCA) PureCloud – Genesys
- Genesys Certified Professional (GCP) - PureCloud – Genesys
- Genesys Cloud Outbound Dialer Certified Specialist – Genesys
- Genesys Cloud Certified Professional – Genesys
- Salesforce Certified Administrator (SCA) – Salesforce
- Salesforce Certified Service Cloud Consultant – Salesforce
- Salesforce Certified Sales Cloud Consultant – Salesforce
- Google Cloud Certified Cloud Digital Leader - Google Cloud Education
- Microsoft 365 Certified: Fundamentals - Microsoft
- Microsoft Certified: Azure Fundamentals - Microsoft
Country
United States
Timeline
Senior Vice President Contact Center Technologies
M&T Bank
03.2022 - Current
Vice President Contact Center Technologies
M&T Bank
12.2019 - 03.2022
Director/Lead Architect (Architecture & Innovations)
Atos
01.2017 - 12.2019
Lead Global Architect
Atos
07.2013 - 12.2016
Senior Global Architect
Siemens/Atos
01.2006 - 06.2013
Technical Specialist (Architect)
Sprint
01.2001 - 01.2006
Consultant
Merrill Lynch
09.2000 - 02.2001
Technical Manager
Sprint
06.2000 - 09.2000
Lead Analyst
Sprint
06.1998 - 06.2000
Consultant
Maxim Group
01.1998 - 06.1998
Data Processing Executive
Paktel
03.1992 - 12.1997
Bachelor of Commerce (B.Com.) - Accounting and Business/Management
University Of Central Punjab
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