Ahmet Serhat Uğurlu Email & Phone Number

Turkey

As an Director and Head of PMO, I am currently responsible for leading a team of technology professionals in the development and implementation of customer experience (CX) solutions. I work closely with business stakeholders to understand their needs and design and deliver technology solutions to meet those needs.In my current role, I am responsible for the overall direction, coordination, and evaluation of the technology team. I also manage budgets, resources, and schedules to ensure that projects are completed on time and within budget. I oversee the testing and deployment of solutions and provide technical guidance and mentorship to team members. I also identify and resolve technical issues in a timely manner, and stay up-to-date on industry trends and best practices.Responsibilities:Product Development (Genesys Integrated Apps)Agile, DevSecOps Processes Improvement-Management Resource Planning Team Communication & Relationship Management (Managed a few teams of 55-60 system integrators and developers)Hiring Talented Engineers to Grow the TeamSupport Quality (ITIL Processes Management)Customer Technical Relationship Program-Project ManagementGenesys PureConnect, Genesys Engage, Genesys CloudSupport processes for 4 regions of the world (EU, TR, MEA, Asia)

Istanbul, Turkey

Responsible for full-life cycle IT, outsource, Finance and Telco call center software project management and new product development within CCR.Initiated, lead and managed IT projects to deliver business change and competitive advantage, for contact centers; Managed the operation of software development teams to ensure projects are delivered effectively. Managed a team of 30-35 system integrators and developers on various call center and IVR (Genesys) infrastructure and software integration projects with SIP base. Voice technologies based full-life cycle software-cloud(Genesys PureCloud) projects that included IVR and reporting module development.Responsible for identifying, analyzing, measuring and managing project risks along with client communications. Experience in software and infrastructure design for large scale IT projects along with new software design and risk analysis with voice technologies such as Dialer, Natural Language Understanding(NLU) and IVR.

Istanbul, Turkey

As a System Architect, I was responsible for designing and implementing Genesys-based solutions for our customers. This includes working closely with business stakeholders to understand their needs and requirements, and designing and implementing Genesys solutions that meet those needs.In this role, I was responsible for the overall architecture and design of Genesys systems, including routing, reporting, and integration with other systems. I also provided technical guidance and mentorship to team members, and work closely with cross-functional teams to ensure that Genesys solutions are integrated seamlessly with other systems and processes.I have a strong understanding of Genesys architecture and components, and have experience designing and implementing Genesys-based solutions in a variety of environments. I also have excellent problem-solving and communication skills, and am comfortable working in a fast-paced, dynamic environment.

Istanbul, Turkey

Group Responsibility: Contact Center infrastructure (ININ CIC(Customer Interaction Center 3.0 & 4.0)); technical operation, reporting, deployment and project management.Telecommunication and enterprise PBX(Alcatel 4400); operation, reporting and project management.Voice Technology infrastructure management (LD-VoIP, PRI, FCT and Voice GW).Unified Communication design, implementation and project management. Personal Responsibility: SLA (Change, incident, etc.) and process management. R&D for new Voice and Contact Center technologies. Managing RFP and POC processes. Vendor and technical contract management. Problem management and bug fix. Consulting and training to business managers about Contact Center technologies.

Istanbul, Turkey

Managing and operating Contact Center (Inbound-Outbound and Dialer) systems (ININ CIC 3.0-4.0).Supporting projects as an IVR, CTI developer.Supporting voice communication infrastructure (PRI, FCT and LD-VoIP) and to ensure continuity of the work needed to be done. Supporting and training Contact Center team leaders. Lite applications devolopment with .NET C#. Enterprise PBX(Alcatel OMNIPCX 4400) Vendor Management, Integration. Online Meeting, Seminar Management (Adobe Connect) Technical Administration.

Antalya, Türkiye

Fidelio & Mod Application, NT Domain, Local TCP/IP Network, PBX Environment, and Room Telephony Charge Management, IT L1 SupportResponsibilities:Management and maintenance of Fidelio and Mod applicationsNT Domain administration and local TCP/IP network configurationPBX environment management and room telephony charge managementProviding IT L1 support and troubleshooting technical issues

Master Of Science - Ms, Information Technology

Bachelor Of Business Administration, Business Administration

Associate Degree, Computer Technology And Programming