Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Generic

Waqar Khan

San Ramon,California

Summary

Goal-driven Sr. Engineering Manager focused on project management and strategic planning. Solid track record of success with 18 years in Contact Center Technology Services and Software Engineering. Top notch negotiator and relationship builder.

Overview

21
21
years of professional experience

Work History

Sr. Engineering Manager Contact Center Engineering

Square Inc
07.2018 - Current
  • Lead & manage Global Technology, People and Process for Block's Customer Support
  • Provide essential technical leadership & guidance on different CCAAS voice platforms like Amazon connect + AWS, Serenova live ops / CxEngage, Truly Wireless, Ooma, Callstats, Spearline, Gong
  • Architect and develop solutions / E2E customer support voice interaction solutions using AWS Services Ecosystem
  • Technical Roadmap for Voice Solutions, budgeting and forecasting
  • Organizational Development, Tech Strategy and Roadmap, Mentorship and Building Teams from Scratch
  • Stakeholder Management, Budgeting, Planning, Reliability Barometer

Founder and CEO

Monster Pool
03.2020 - 05.2023
  • Monster Pool is a blockchain based P2P lending market place with a mission to make financial services more inclusive with a democratized approach
  • Envisioned, Designed, Built and Launched IOS App
  • Secured sufficient funds to cover business obligations by tracking expenses and budgeting accurately.
  • Conducted target market research to scope out industry competition and identify advantageous trends.
  • Secured funding for company growth through investor relations and networking activities.

Consultant - IVR Technical Lead & Solutions Architect (GVP)

Apple Inc.
12.2016 - 07.2018
  • Lead & manage design & development of critical architecture solutions for key platforms & teams across the enterprise
  • Provide essential technical leadership & guidance on entire GVP architecture & platform
  • Solution Architecture / Business Continue Planning / Technical Leadership from start to finish for all key initiatives for Apple Customer IVR Systems
  • Guide & manage technical documentation including detail on design & playback decks that drive product details
  • Collaborate with cross-functional internal & external teams to ensure stated business objectives are met
  • Nurture & mentor junior staff through active leadership, training & educational opportunities
  • Regularly seen as IVR subject-matter-expert within organization
  • Drive critical capacity planning & resource sizing that directly impacts business forecasting
  • Investigated system issues and implemented resolutions to reduce downtime.
  • Offered input on technical and platform-related strategic planning initiatives.

Genesys Analyst/Developer

JP Morgan Chase
04.2015 - 12.2016
  • Directly managed key support & mentored team for Genesys Infrastructure ensuring fully operational platform met documented service-level objectives
  • Implemented essential upgrades of platform infrastructure as required including both patch updates & full version upgrades that directly impacted platform success
  • Executed, documented & maintained Genesys Routing Strategies for all key business units reducing risk & error
  • Led critical support for high-profile business requests for routing changes using the detailed process controls consistently ensuring production operation was not at risk
  • Drove platform application development including solutions design, technical build specs & testing (unit, system, IST)
  • Successfully managed & responded to critical service outages & deciphered production issues with ease
  • Identified and resolved problems through root cause analysis and research.
  • Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
  • Recommended process improvements to continually identify, analyze and fix constraints and challenges.
  • Data Analysis and Capacity Planning

IVR Engineer

Computer Science Corporation
04.2014 - 03.2015
  • Led design & development efforts for IVR systems for both US & International Visa/Passport systems for US Department of State
  • Directly responsible for designing critical in-house VoIP infrastructure that replaced all existing & outdated systems
  • Developed & nurtured essential relationships with vendors & carriers while directly working with them to develop essential international foothold
  • Provided all technical support for escalated issues pertinent to VOIP systems, call routing, call center integrations, CTI & back-end performance & measurement reporting
  • Developed data-driven insights, analysis & strategy formulation on business initiatives & project goals at critical milestones
  • Successfully enabled routes in session border controller tier for integration points with carrier to transport calls to IVR

Technical Project Lead

Telenor Group
04.2011 - 09.2012
  • Led cross-functional teams for successful delivery of high-quality software solutions within tight deadlines.
  • Evaluated project risks and implemented appropriate mitigation strategies, resulting in reduced downtime and cost overruns.
  • Prepared & effectively presented critical product business case analysis & technical feasibility for innovative technology platforms
  • Analyzed key technical & commercial proposals while effectively managing highly-motivated project teams
  • Ensured essential policy & standards compliance complete with business forecasts & plans for technology & resources
  • Drove critical coordination of cross-functional teams including staffing, workload prioritization & deadline socialization
  • Managed budgets, resources, and timelines for multiple technical projects simultaneously, ensuring on-time delivery without compromising quality.

Team Manager IVR & Development

Telenor Pakistan
01.2009 - 04.2011
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Cultivated positive, productive team environments, resolving conflicts quickly.
  • Led employee relations through effective communication, coaching, training, and development.
  • Delivered regular team meetings for aligned work towards common goals.

IVR Specialist & Support - Optimization

Telenor Pakistan
01.2008 - 01.2009

Technical Project Lead & Support

Telenor Pakistan
02.2007 - 01.2008

Software Engineer

ESP Global IT Systems
01.2003 - 01.2005

Education

Master of Engineering - Telecom Networks

University of Technology Sydney
Sydney, Australia

Bachelor of Computer Science -

National University of Computer & Emerging Sciences
Lahore, Pakistan

Skills

  • Engineering Management
  • Software Development
  • Technical Support
  • Technology Innovation
  • Business Strategy
  • Contact Center Technology Support / Troubleshooting
  • Project Management
  • Product Management
  • Process Development
  • Solutions Architecture
  • Strategic Planning
  • Public Speaking Ability
  • Financial Administration
  • Vendor Sourcing
  • Self-Service Solutions
  • Channel Optimizations
  • Leadership
  • IVR components/systems
  • POS Software
  • Testing
  • Technical Feasibility
  • Data Analysis
  • Vendor management
  • Strategy Planning
  • Business Analytics
  • Incident Management
  • Customer Service
  • Operations Management
  • Compliance & Audits
  • Communication Skills
  • CCAAS Platforms
  • Voice Communication Systems
  • Network Architecture
  • Amazon Connect
  • AWS Lambda
  • Node JS
  • AWS Dynamo
  • Genesys Voice Platform 76/8x
  • Genesys Framework
  • Genesys Routing / Reporting
  • PERL
  • C
  • Batch Scripting
  • SQL
  • ASP/JSP
  • Genesys Studio 8
  • CSS/JavaScript
  • XSLT/XML
  • VXML/CCXML
  • Nice Call Recording
  • VOXEO CXP
  • VOXEO PROPHECY
  • SPLUNK
  • Genesys Composer / Java
  • Session Border Controller SIP
  • Wireshark
  • SIP Visualizer
  • Live Ops / CxEngage
  • Backend Server Dev
  • WebRTC
  • AWS
  • Sila Money
  • PLAID SDK

Websites

Languages

English
Native or Bilingual

Timeline

Founder and CEO

Monster Pool
03.2020 - 05.2023

Sr. Engineering Manager Contact Center Engineering

Square Inc
07.2018 - Current

Consultant - IVR Technical Lead & Solutions Architect (GVP)

Apple Inc.
12.2016 - 07.2018

Genesys Analyst/Developer

JP Morgan Chase
04.2015 - 12.2016

IVR Engineer

Computer Science Corporation
04.2014 - 03.2015

Technical Project Lead

Telenor Group
04.2011 - 09.2012

Team Manager IVR & Development

Telenor Pakistan
01.2009 - 04.2011

IVR Specialist & Support - Optimization

Telenor Pakistan
01.2008 - 01.2009

Technical Project Lead & Support

Telenor Pakistan
02.2007 - 01.2008

Software Engineer

ESP Global IT Systems
01.2003 - 01.2005

Master of Engineering - Telecom Networks

University of Technology Sydney

Bachelor of Computer Science -

National University of Computer & Emerging Sciences

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Waqar Khan