Aslam Shaikh Email and Phone Number

Working on Sprinklr Voice, Email and Genesys

Working on Genesys Call center technology various platform voice , e-Services ( Email , chat , SMS , Co-browse ) reporting , outbound , exp on Implementation , support , problem solving , Hight level troubleshooting , operation support.

Working on Development & L2 support in Inbound / Outbound /e-Services ( Email ) of installing, configuring, and maintaining Genesys for Call centre functioning. Hands on Experience End to end Migration from 8.1 to 8.5 e-Services component . e-Service routing new project , troubleshooting critical , major issue in e-Service area implementation and problem solution in prod. Working on root cause of incidents and problems. Prepare RCA for business critical incidents and downtime.Develop detail… Show more Working on Development & L2 support in Inbound / Outbound /e-Services ( Email ) of installing, configuring, and maintaining Genesys for Call centre functioning. Hands on Experience End to end Migration from 8.1 to 8.5 e-Services component . e-Service routing new project , troubleshooting critical , major issue in e-Service area implementation and problem solution in prod. Working on root cause of incidents and problems. Prepare RCA for business critical incidents and downtime.Develop detail work instructions for L1 Engineers to follow and complete requests, process events and resolve incidents. Review the recurring or high impact incidents and manage them through problem management processLeverage knowledge articles to investigate and resolve second line support calls assigned Provide remote support to clients. Identify the root cause of incidents and problems. Prepare RCA for business critical incidents and downtime. Show less

Skill : Genesys CTI/ IVR development / Support , GVP 8.0 , URS /ORS routing, SIP/ T-server , e-Services ( Email routing , Chat) , Data base reporting ICON/ Info mart , Working with Composure . Genesys Web tool bar. AVAYA PBX, MGW ( Audio Code )