An experienced technical professional with 5+ years of experience in implementing Amazon Connect Contact Center (CX) and AWS solutions to enhance customer experience and improve overall customer success.To streamline customer interactions, I developed customizable real-time and historical reporting dashboards which provide valuable insights for the contact centre. I have also developed CTI connectors for various CRM systems, including HubSpot, Microsoft Dynamics 365, and GoHighLevel. My expertise spans all phases of development, utilizing a range of AWS services such as Amazon Connect, Amazon Lex, AWS Lambda, DynamoDB, S3, Athena, and CloudFormation.With a focus on leveraging machine learning and AI services, I aim to elevate customer experiences and contribute to business success. Known for my collaborative, team-oriented attitude, I consistently work closely with pre-sales and technical teams to design and position the best solutions for customers.My experience also includes a proven ability to collaborate with channel partners, global alliances, and local implementation partners. I excel in closing challenging deals in highly competitive environments and have delivered large-scale Amazon Connect and AWS projects, with a focus on ensuring high customer satisfaction.
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Business Development ManagerOctavebytesLahore, Pk
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Customer Success ManagerOctavebytes Jan 2022 - PresentLahore, Punjab, PakistanAs a Customer Success Manager, I build strong relationships with clients, serving as their primary contact. I focus on understanding their business objectives, onboarding new customers, and conducting satisfaction check-ins to identify growth opportunities.I monitor customer health scores and usage analytics, providing insights to internal teams for product improvements. Additionally, I assist with technical troubleshooting, design integration solutions, and conduct training sessions to ensure clients maximize the value of our products for long-term success.
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Senior Software EngineerOctavebytes Aug 2018 - Dec 2021PakistanIn my role, I developed cloud applications using AWS services like Lambda, DynamoDB, and Aurora Serverless for Amazon Connect solutions. I led migration discovery sessions and implementation projects that resulted in significant client wins and cost savings. Engaging directly with customers, I identified their needs and addressed objections while creating content such as blogs and workshops to enhance knowledge sharing.I contributed to cloud application design and product roadmaps, developing APIs using Node.js and deploying them with ECS, while also creating CI/CD pipelines using CloudFormation for efficient deployments. Additionally, I Developed CTI connectors for Different CRMs, HubSpot and Microsoft Dynamics 365 and integrated Salesforce with Amazon Connect. By collaborating with internal teams, I implemented improvements based on customer feedback, reduced complaint rates, and took on a mentorship role to support colleagues in our growth-oriented environment.
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Co-FounderOnlineoutlet.Pk Apr 2018 - Feb 2020Lahore, Pakistan
Ibrahim Khattana Education Details
Frequently Asked Questions about Ibrahim Khattana
What company does Ibrahim Khattana work for?
Ibrahim Khattana works for Octavebytes
What is Ibrahim Khattana's role at the current company?
Ibrahim Khattana's current role is Business Development Manager.
What schools did Ibrahim Khattana attend?
Ibrahim Khattana attended University Of Management And Technology - Umt.
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