Sadiya Samrin

Experienced in package app development with a strong background in voice and contact center technologies such as Genesys Cloud CX, Cisco CUCM, Amazon Connect, and Cisco Webex. Skilled in L3 operations, project transitions, knowledge transfer, and technical documentation. Known for delivering excellence and motivated to transition into development-focused positions.

• Genesys Cloud Professional Certification, 2026–2028
• AWS Partner: Technical Accredited – Training Badge
• AWS Knowledge: Amazon Connect Communications Specialist
• Genesys AI Fundamentals Badge
• Reinvention with Agentic AI – Accenture

• ATLAS AIR – (Cisco CUCM Support) Atlas Air, Inc. is a major American cargo airline, passenger charter airline, and aircraft lessor headquartered in White Plains, New York., Provided operational and administrative support for Cisco Unified Communications Manager (CUCM)., Performed user additions and deletions, phone profile management, and directory updates., Monitored RTMT alerts, conducted system health checks, and performed CUCM troubleshooting.
• SSEN – (Amazon Connect AWS), SSEN distributes and transmits electricity to over 3.9 million customers across the UK., Supported AWS Amazon Connect contact center operations., Handled basic configurations, user-related activities, and first-level troubleshooting., Gained hands-on experience through Amazon Connect bootcamp and live operations.
• Novo Nordisk – (Genesys Cloud CX), Novo Nordisk is a leading global healthcare company headquartered in Denmark., Delivered L3-level support for Genesys Cloud CX., Managed user onboarding/offboarding, roles, permissions, and access controls., Performed bot and utterance analysis, daily bot performance reporting, and platform monitoring., Executed IVR-level changes by collaborating with enhancement teams through shadowing., Handled advanced troubleshooting and reporting activities.
• CN Railways – (Genesys Cloud CX), Canadian National Railway is a Class I freight railway company headquartered in Montreal, Canada., Provided L3-level support for Genesys Cloud CX., Handled incidents, service requests, and change requests., Performed complex troubleshooting and ensured SLA compliance.
• Brinks – (Network voice Genesys Cloud CX, Cisco Webex) [Current], Brinks is a global leader in cash management and secure logistics services., Key contributor during project transition and KT from client teams., Acted as primary Genesys domain resource supporting Genesys Cloud CX and Cisco Webex., Supported multi-technology voice environments and service stabilization., Authored SUDs, SOPs, and Runbooks for smooth handover.