Shahed Ali Email & Phone Number

Chicago, Il, Us

 Developed Genesys Voice routing using composer.  Worked on Orchestration Sever (ORS, URS) in genesis platform. Experienced in working with Genesys Rule Authoring tool – Linear Rules, Decision tables. Genesys cloud integration 3rd party web services, Genesys API integrations for advanced routing, integrations with Amazon Polly, Google dialogue flow. Designing and developing Genesys J2EE applications based on business requirements and technical… Show more  Developed Genesys Voice routing using composer.  Worked on Orchestration Sever (ORS, URS) in genesis platform. Experienced in working with Genesys Rule Authoring tool – Linear Rules, Decision tables. Genesys cloud integration 3rd party web services, Genesys API integrations for advanced routing, integrations with Amazon Polly, Google dialogue flow. Designing and developing Genesys J2EE applications based on business requirements and technical specifications. Experience with bot development and Genesys Dialog Engine to produce smart bots which increase automation. Experience with Genesys Cloud data actions integration provides static actions and allows you to create custom actions that use the Platform API Collaborated with business stakeholders to gather requirements and translate them into effective routing configurations in Genesys ORS, aligning with organizational goals and customer experience objectives. Build out/edit email campaigns using HTML and CSS techniques. Created routing rules and filters to optimize the delivery and organization of emails in the Composer Multimedia channel. Successfully handled the migration of the HCM Contact Center company from Genesys On Premise to Genesys Cloud, enhancing reporting capabilities and operational effectiveness. Designed and implemented complex SQL queries to extract and analyse data from Genesys reporting systems, providing insights into customer interactions and agent performance. Configured and maintained routing rules, including skill-based routing, priority-based routing, and time-of-day routing, in Genesys ORS to meet business needs and drive operational efficiency. Proficient in utilizing Eclipse's refactoring capabilities to improve code quality and maintainability in Genesys applications, ensuring adherence to coding standards and best practices. Show less

Greater Minneapolis-St. Paul Area

 Genesys PureCloud implementation from the scratch to enable voice, chat, call recording, voicemails, reporting WFH functionalities. Very good knowledge on IP Telephony, SIP, working with service providers on number porting, call redirections and troubleshooting SIP logs. Experience in integrating VOIP systems with other enterprise applications, such as CRM, ERP, and unified communication platforms. Implemented proactive multimedia routing strategies, such as outbound campaign… Show more  Genesys PureCloud implementation from the scratch to enable voice, chat, call recording, voicemails, reporting WFH functionalities. Very good knowledge on IP Telephony, SIP, working with service providers on number porting, call redirections and troubleshooting SIP logs. Experience in integrating VOIP systems with other enterprise applications, such as CRM, ERP, and unified communication platforms. Implemented proactive multimedia routing strategies, such as outbound campaign routing, to optimize agent utilization and maximize customer engagement. Implementing Genesys Reporting and Analytics solutions using J2EE and integrating them with data sources to generate real-time and historical reports on contact center performance. Collaborated with system administrators and developers to integrate Genesys ORS with other contact center systems, such as CRM platforms and workforce management tools, ensuring seamless data exchange and accurate routing decisions. Designing and implementing Genesys-powered J2EE solutions for contact center routing strategies, leveraging J2EE technologies to handle complex routing scenarios and optimize customer interactions. Familiarity with different types of work rules, such as meal and rest breaks, overtime, and paid time off, and how to configure them in Genesys WFM to comply with local regulations and company policies. Provide top leadership with weekly and monthly reporting, clearly and succinctly articulating complicated data to aid in decision-making and promote performance. Expertise in integrating Genesys Workspace Edition with other contact center applications, such as CRM systems and knowledge management tools, to provide a unified agent desktop and improve efficiency. Conducted user acceptance testing (UAT) for GenCloud reporting and data visualization tools, ensuring that reports met user requirements and were easily accessible to relevant stakeholders. Show less