Project Lead• Led cross-functional teams in implementing Genesys Cloud omnichannel contact center solutions for major telecom and utility providers, integrating Voice, Email, Web Messenger, and Social Channels.• Served as Genesys Cloud Architect, leading technical design development and ensuring solutions met business requirements and industry best practices.• Orchestrated seamless integrations between Genesys, Salesforce, Okta, and customer web systems, delivering unified functionality across platforms.• Spearheaded effective collaboration across diverse multi-vendor and development teams, identifying risks and dependencies, and implementing strategies to enhance efficiency and productivity.• Expanded business opportunities by engaging customers in contact center optimization initiatives.Business Analyst / Data Analyst - Contact Center Optimization• Collaborated in the 'Contact Center as a Service' project for a global logistics leader, conducting in-depth requirements analysis and synthesizing data to assess and design efficient business processes and systems.• Analyzed contact center data to identify inefficiencies, bottlenecks, and performance trends, using statistical tools and data visualization techniques to provide actionable insights for process improvement, cost savings, and operational efficiency.• Engaged as a subject matter expert (SME) with cross-functional teams to understand business requirements, validate findings, and present business solution proposals, defining the current state, identifying customer needs, and proposing optimized future-state solutions.

• Create, develop and own the technical relationship with the customer• Work cross functionally with Marketing, Product Management, and Engineering to present the business and technical value of Infovista’s Hammer portfolio• Perform technical qualification and solution scoping• Draft high quality solution proposal documents• Conduct compelling, live software demonstrations• Conduct and manage success-based Proof of Concepts and product evaluations• Assist in creating/validating sales quotations• Present Infovista solutions portfolio, articulate Infovista value proposition, and position Infovista strengths to counter competitor products• Understand and communicate customer feedback and feature requests• Work with Sales, IT, Engineering, Product Management, and Marketing to respond to RFP and RFI requests

• Provide analysis and customization recommendation to customer based on their environment setup.• Provide support to customer Ciritcal issue based on their architect.• Discover new opportunities and align prodcut feature with customer business environment.• Gather business requirements from customers and provide technical solutions that align with their business goal.• Design and develop contact center flow for digital and call flow based on customer requirement. • Implement Change Request and deploy solutions.

• Consult on customer's video conferencing environment such as integration with Microsoft Skype for Business and network setup such as firewall.• Provide support for H323 and SIP protocol for video conferencing.• Provide regional support to countries such as Australia, New Zealand, Singapore, Korea and others.• Work closely with Solution Architect and project team to design a video conference environment based on customer current setup.• Troubleshoot high priority issue in North and South America region • Onsite implementation and post implementation support at customer's site.• Core Product Polycom RealPresence Clarity products, Polycom video conferencing endpoint

• Implementation of multiple VoIP technology projects included requirement gathering, call flow/routing design and development to ensure customer understand the solution and make most use out of it.• Provided integration with web services and customization of desktop application to make sure new component is integrated seamlessly with existing environment.• Enhanced product definition by analysis customer requirement and deliver the solution by proper configuration.• Provided post-implementation technical support together with on ground product training to the user to ensure a successful cut-over.• Familiar with operation and environment of working with different type of companies.• Main customer: Maxis (Malaysia telco company), Celcom (Malaysia telco company), Digi (Malaysia telco company), M1 (Singapore telco company), Maybank (Malaysia largest bank), RHB (Malaysia local bank), Hong Leong Bank (Malaysia local bank) BSN (Malaysia local bank).

Professional Services Organization - Field Engineer

Professional Services Organization