Assist in course delivery, providing support to professors and students in the classroom.Facilitate class discussions, grade assignments, and offer feedback to enhance student learning.Conduct office hours to support student questions and clarify course material.Collaborate with faculty on curriculum development and instructional improvement.

Technical Troubleshooting: Diagnose and resolve customer issues with our SaaS solutions, ensuring effective solutions and high satisfaction.Ticket Management: Handle and escalate tickets to streamline resolution processes and improve response times.Team Collaboration: Work with team members to resolve customer-related tickets, including participating in calls to better understand and address issues.Process Improvement: Contribute ideas to enhance support procedures and improve overall customer service.Training Development: Create and develop training materials to enhance team knowledge and efficiency.Documentation: Document integration procedures and agent onboarding processes for CCaaS providers, ensuring clarity and accuracy.

🔍 Conducted Unit Testing, Integration Testing, Functional Testing, Regression Testing, and System Testing across diverse platforms.🛠️ Utilized Genesys, Genesys Premium, Amazon Connect, and Redshift to address customer issues effectively.🤖 Leveraged Zeuz Automation Tool to implement AI & ML-powered testing strategies for platform enhancement.🔍 Developed comprehensive test cases for the platform, ensuring thorough coverage of functionality and requirements.

🛠️ Contributed to website development projects during a term, actively involved in PHP-based web solution creation. Collaborated closely with teams to implement features, resolve issues, and enhance performance.