Sajid Abbas Email & Phone Number

Bangkok, Bangkok City, Thailand

Dubai

• Migrated Flydubai's contact center from Avaya to Genesys Cloud, including payment integration over IVR.
• Pioneered Genesys Cloud implementation in the UAE, notably with Dubai Properties Group (DPG).
• Collaborated with stakeholders to assess customer needs, ensuring alignment with Genesys solutions.
• Designed and developed customizations, implementation, and migration strategies for legacy systems.
• Created tools to address requirements beyond standard Genesys solutions.
• Facilitated on-site collaboration, managed support cases, feature requests, and project timelines, providing comprehensive technical assistance for an enhanced customer experience.

Abu Dhabi, UAE

• Led an $8M ADRAMIS Project for Abu Dhabi City Municipality, integrating Asset and Work Management Solutions with Cartegraph OMS, ARA Roadcare, SQL Server, and ESRI GIS. Managed a multicultural team of three On-Site.
• Implemented Cartegraph OMS for efficient work management, integrating data from Call Centers, CityGuard, and Preventative Maintenance Plans.
• Collaborated on requirements analysis, backend web services integration, system design, and operational consultation using RDBMS and PL/SQL.
• Established databases, developed Crystal Reports for reporting, and integrated OMS and Roadcare over GIS and ADM networks.
• Oversaw system testing, RoW data processing, and coordinated with offshore and onsite teams, ensuring alignment with project scope, schedule, and budget.

Islamabad

• Accelerated promotion to Manager within two years, led software transition to C#.Net, and trained three software engineers in Software Engineering Processes.
• Managed client relationships with esteemed organizations.
• Ensured project delivery schedules and SLA parameters through collaborative team efforts.Implemented quality control processes to elevate project quality and performance standards.
• Spearheaded the design and development of Navigational and Guidance Systems for Air-Borne Systems and Weaponry.
• Defined functional requirements, project scope, roles, responsibilities & documentation, streamlining project processes.Notable Projects:
• GIS-Based Mission Planning and Programming Software, Ground Control Station (GCS) and Telemetry Receiver for Air-Borne Systems, Line of Sight (LOS) and GPS Tracking of Unmanned Aerial Vehicles, Auto Route Generation.

Islamabad

• Earned a 20-day trip to Kuala Lumpur, Malaysia, for successfully implementing the Telenor IVR Revamp Project with over 500 agents.
• Designed, developed, and maintained Genesys CTI Framework-based Contact Centers and Genesys IVR customizations for prominent banking and telecom clients across multiple countries.
• Conducted extensive customization of Genesys Contact Center components, CRM integrations, and Agent Desktop using Genesys SDKs.
• Created diverse services and reports using.Net, Java, PL/SQL, MSSQL, and Crystal Reports.
• Provided remote/online technical support and comprehensive documentation for international projects, including Telenor Pakistan, Ufone Pakistan, Standard Chartered Bank, MCB Bank, Askari Bank, and Zain Bahrain.

• Major responsibilities were
• Close monitoring of the billing system on periodic basis.
• Analysis, segregation and evaluation of customer’s bill.
• Generate appropriate alerts (reminder sms, outbound calls) on the basis of billing status.
• Blocking/Unblocking of subscriber’s Incoming/Outgoing/Both calls as per limits of usage.
• Generate daily/weekly/monthly/quarterly reports for credit collection.

Islamabad

Development of software to control an automated call office based on GSM payphones. Centralized database to record all calls and activities. Automatic receipt printing, Balance Charging etc.

Ms, Cs - Software Project Management

Activities and Societies: Training and TeachingFocused in Software Project Management, Artificial/Computational Intelligence, Advance.

Bs, Software Engineering

Activities and Societies: Cricket Team, CharitySpecialized in Programming, Web development, Databases, Software Engineering/Management.