- Implementation of Five9 Cloud Contact Center (CCaaS) for national and international clients, ensuring the highest level of customer satisfaction.- Design and implementation of environments and execution of technical and commercial demonstrations for prospective clients.- Conducting Five9 consultancy sessions and trainings for Amber's clients.- Resolving reported issues through troubleshooting and root cause analysis. Guiding clients on best practices.- Writing JavaScript code and running automations through AWS environment CI/CD pipelines for ETL processes, extracting data from APIs, and sending it to customers.- Supporting the sales cycle by reviewing and providing feedback on solutions, assisting in scope definition and estimates.- Conducting interviews throughout the project lifecycle to gather feedback from clients and partners and contribute to internal initiatives related to product, process, and/or service improvements at Amber.

- Working as an Implementation Consultant for international clients like Meta (Facebook), implementing chatbots for WhatsApp, Instagram and SMS services.- Design and implementation of environments and execution of technical and commercial demonstrations for prospective clients.- Conducting consulting and solution enablement sessions to document and validate customer's business requirements, mapping them to Infobip product functionalities.- Writing JavaScript code and running automations through AWS environment CI/CD pipelines for ETL processes, extracting data from APIs, and sending it to customers. - Implemented web-based solutions in SaaS environments, monitoring loads and traffic using Zabbix/Kibana and extracted data by writing queries in MySQL - Configured/customized Infobip solutions to meet customer's business requirements.- Providing project implementation services to new and existing customers while ensuring the highest degree of customer satisfaction.- Troubleshooting issues reported by customers through logs, performing root cause analysis, providing and implementing solutions, and coaching customers on best practices.- Supporting the sales cycle by reviewing and providing feedback on solutions, assisting with scoping and estimation.- Conducted interviews throughout the project lifecycle to collect feedback from customers and partners, contributed to internal product-related initiatives.

- Managed IT department and ensured that all department KPIs were up to standard.- Developed initiatives to improve business processes and productivity of Direct Call and ensured that all department KPI’s were up to standard.- Conducted negotiations with partners, providers and third-party vendors to obtain favorable terms and pricing.- Responsible for installing, maintaining/troubleshooting, and configuring 3CX and Asterisk phone systems.- Wrote queries in MySQL, and PostgreSQL to extract data for analysis and reporting purposes.- Designed, installed and troubleshot Linux and Windows Server environments running AD, DNS (Domain Name System) and DHCP to provide reliable infrastructure and network services to employees.- Determined requirements, setup, and configuration of VMware ESXi servers and pfSense security system, including routing, group policies and OpenVPN to ensure network security.- Setup and modified Office 365 accounts and set applicable group policies and restrictions to manage user access and control data.- Wrote detailed documentation to include asset information, configurations, and networking diagrams to ensure smooth transitions and provide end-user IT and telecom support.- Provided end-user IT and telecom support to ensure smooth operations of Direct Call's IT systems.- Maintained up-to-date knowledge of industry trends and developments to ensure that Direct Call remained competitive in the market.

- Collaborated with the product and innovation team to identify new and innovative use cases for Direct Call's products and solutions.- Conducted in-depth research to understand client needs and requirements to better tailor our solutions to their business needs.- Worked closely with the sales team to identify and target potential clients, and determine which products would be the best fit for their business- Accompanied sales team members to client meetings to present solutions and provide technical expertise.- Provided project management support to ensure all projects were delivered on time, within scope, and within budget.- Acted as an engineering resource for both customers and the sales department by providing product education, materials, and technical assistance.- Conducted technical demos to showcase our products and solutions to potential clients.- Worked closely with the product team to provide feedback on customer needs and requirements, and help guide the development of new products and features- Provided ongoing support to customers throughout the sales process, including answering technical questions and addressing any concerns or issues they may have had.

- Provided consultancy, development, installation, and management of network and telephony projects to clients.- Provided tier 2 end user IT and telecom support by resolving issues related to hardware and software solutions, including operating systems, applications, printers, and network connectivity.- Performed routine maintenance, upgrades, and patching of network and telecom systems to ensure optimal performance and security.- Created and maintained detailed documentation of network and telecom infrastructure, including asset information, configurations, and networking diagrams.

- Provided front-line primary technical support to end-users on various technical issues and problems related to hardware, software, and peripherals, including operating systems, applications, printers, and network connectivity.- Responded to service requests and inquiries in a timely manner, providing technical assistance and guidance to users over the phone, email, or chat within the established SLA’s- Documented service requests and incidents, ensuring accurate and complete information is captured for tracking and reporting purposes.

- Provide front-line primary technical support to end users on various technicalissues and problems relating to hardware, software and peripherals.- Responsible for responding to, documenting and resolving service tickets in atimely manner according to SLA.

Assist in the attendance and clarification of doubts of clients, assist in the control of loans and returns of books, assist in the control and organization of the collection.

Development of layouts and banners in Corel Draw, administrative attendance, maintenance of computer equipment, technical visits.