Jaffar Baig

The Core Engineering Team acts as the Centre of Excellence group responsible for developing Conversational AI voice bots for CCAA, supporting UHC, Optum, and RX delivery teams. Implemented innovative practices to drive efficiency across teams.

Managed project delivery, ensuring accelerated development at a pace of 100x. Streamlined the development process by creating bot templates and custom packages for seamless adoption. Build reusable skills, ensuring adherence to industry standards for quality and efficiency.

Contributed as an SME in the IVR/Contact center sector, engaging in architectural evaluations and discussions to achieve the finalization of the architecture design.

Engaged in solution design, impact analysis, call flow development, and review.

Delegated tasks to team members, participated in peer code reviews, tracked quality deliverables, and created critical modules for the project.

Description:

Project Omni is an initiative to create a business-centric strategy for contact center technology, to assist in solving current and future business needs, operational models, and market demands, serving all lines of business.

Key Responsibilities:

• Played a key role in rewriting and enhancing IVR applications as part of the migration from legacy Avaya and Cisco Voice Platforms to the Genesys Platform under Project Omni.
• Engaged in discussions with BA and business teams to understand their needs and future requirements
• Worked as a subject matter expert in the IVR/Contact center domain, actively contributing to architectural evaluations and discussions, resulting in finalized architecture design.
• Handled task delegation, peer code reviews, delivery tracking, POC development, and critical module creation.
• Resolving critical production issues by using mitigation and problem resolution techniques.