Enterprise Program & Project Management - Digital Group

Program Manager - OOREDOO Oman Customer Experience /Interaction Management / CRM / Digital Applications

Oman Teir 1 Telecom Operator - Contact Center Technology Solution Architect• Active participation in Solution Designing & Concepts Discussion with OOREDOO Business • Owned on Preparation of High Level Design & Low Level Design • Explaining the requirements and creating a sufficient attention in detail to Business Team and freeze the Change request / projects• Providing details requirements session with Offshore team and supported on clarifications on implementation phase • Submitted Initiatives on Digital AI • Efforts estimation submission for every CR/projects & Participated in Effort Review & Challenge meeting with OOREDOO IT Project Planning Team • Created opportunity at Onsite & on boarded a resources in work permit and added revenue to DCX - CIM practice & Mentored and Abetted team on the Deliverable• Project Management and planning of execution • Represented technical Contact Center Meeting with 3rd party vendors & Ooredoo Business TeamTechnical & Development Lead :• Explaining the requirement to offshore team and making them to understand in Low Level Design Perspective• Overseeing the development platform and monitoring the % of completion to avoid SLA breaches• Individual Contributor - Involved & Developed Complex requirement & Delivered with ZERO QA & PROD Defects • Assisted the team when technical challenges faced and provide solutions to overcome• Audit review for each CR releases and enforced strict coding standards• Supported for SIT, QA and UAT• Daily sync up call with Offshore for task alignment and helped to delivery support• Production Cutover Support and Post production Support• Preparation of Status report & project status with Project ManagersOO Contact Center - Operational Lead :• Lead OOREDOO IVR SL1 - L2 & L3 team to resolve Incidents tickets • Analyzing the High ,Medium and Critical Issue and providing the instant resolutions to achive Zero breaches• Achieved “Zero SLA Breach”, received Awards

Pre-sales Solution Consultant, Sizing, RFP/RFI, BOD, Estimations, supporting techincal delivery & Sales

Technical Lead, Development & Operational Lead

• Analyzing, Developing and Testing of IVR, VXML using AVAYA based applications and Configuration PRI Line. • Expertise in Avaya Framework and Tools,1. Avaya Orchestration Designer.2. Avaya Dialog Designer.3. Avaya Voice Portal Management System.4. Avaya Experience Portal.5. Avaya Proactive Outreach Manager.6. Avaya Grammar Creation Tools (DRTMF GRXML and ASR GRAM).• Experience in using DTMF, Nuance ASR Speech in Application.• Experience in Core Java.• Donjin Computer Telephony Integration card configuration.• Expertise in NANUNCE BIOMETRIC IVR (Interactive Voice Response) Systems • Having Knowledge of Windows based System / Network Administration including bat file scripting, Windows services, registry.• Have ability to work with cross-functional teams and individuals at various levels.• Team leading capability with technically hands-on.

PROFESSIONAL SUMMARY: • Analyzing, Developing and Testing of IVR, VXML using AVAYA based applications and Configuration PRI Line. • Expertise in Avaya Framework and Tools,1. Avaya Orchestration Designer.2. Avaya Dialog Designer.3. Avaya Voice Portal Management System.4. Avaya Experience Portal.5. Avaya Proactive Outreach Manager.6. Avaya Grammar Creation Tools (DRTMF GRXML and ASR GRAM).• Experience in using DTMF, Nuance ASR Speech in Application.• Experience in Core Java.• Donjin Computer Telephony Integration card configuration.• Expertise in NANUNCE BIOMETRIC IVR (Interactive Voice Response) Systems • Having Knowledge of Windows based System / Network Administration including bat file scripting, Windows services, registry.• Have ability to work with cross-functional teams and individuals at various levels.• Team leading capability with technically hands-on.

PROFESSIONAL SUMMARY: • Analyzing, Developing and Testing of IVR, VXML using AVAYA based applications and Configuration PRI Line. • Expertise in Avaya Framework and Tools,1. Avaya Orchestration Designer.2. Avaya Dialog Designer.3. Avaya Voice Portal Management System.4. Avaya Experience Portal.5. Avaya Proactive Outreach Manager.6. Avaya Grammar Creation Tools (DRTMF GRXML and ASR GRAM).• Experience in using DTMF, Nuance ASR Speech in Application.• Experience in Core Java.• Donjin Computer Telephony Integration card configuration.• Expertise in NANUNCE BIOMETRIC IVR (Interactive Voice Response) Systems • Having Knowledge of Windows based System / Network Administration including bat file scripting, Windows services, registry.• Have ability to work with cross-functional teams and individuals at various levels.• Team leading capability with technically hands-on.

Software Developer, Programmer