Experienced professional with expertise in managing and optimizing contact center solutions, including NICE CXone, Genesys. Skilled in troubleshooting, system maintenance, and enhancing performance to ensure seamless operations and exceptional customer experiences.Knowledge in Amazon Connect, AWS and IVR testing, encompassing DTMF input, speech recognition, call routing, regression, and system testing, with a focus on developing and executing test cases that align with business and functional requirements. Known for a proactive problem-solving approach, effective communication skills, and a strong ability to collaborate across teams to deliver solutions and drive continuous improvement.Passionate about leveraging technology and innovative tools to create efficient and scalable contact center environments that meet business needs and exceed client expectations.