Tanjeem Khan

• Associate Consultant for US-Based E-Commerce Client

In my role as an Associate Consultant for a prominent US-based e-commerce company, I have been pivotal in designing, developing, and optimizing advanced contact center solutions using Genesys technologies. My responsibilities encompass call flow development, configuration, and comprehensive technical support to ensure seamless and efficient customer interactions.

Key Achievements and Responsibilities:

Technical Architecture Design Genesys Cloud: Understanding and experience in designing technical architecture for Genesys Cloud, ensuring robust and scalable solutions.
Hands-on experience of Genesys Cloud Architect including developing inbound and in-queue flows, Common Module flows, call routing strategies, script design, data table management, Visio designs, data action Creation etc. Manage documentation with the client to ensure smooth co-ordination and implemented it in contact center architectures tailored to client needs.
Administrator: Managed and maintained Genesys PureCloud environments, ensuring high availability and performance.
Collaborate and Communicate: Facilitated effective communication and collaboration within the contact centre using Genesys tools.
Scripting: Developed custom scripts to to client needs processes and enhance functionality within the contact center.

Call Flow Development and Configuration:
- Customized Call Flows: Designed and developed sophisticated call flows to meet the specific requirements of the e-commerce client, enhancing customer service efficiency.
- System Configuration: Configured and fine-tuned Genesys systems to ensure optimal performance and alignment with business objectives.

Technical Support and Troubleshooting:
- Comprehensive Support: Provided advanced technical support to resolve complex issues, ensuring minimal downtime and disruption to contact center operations.
Proactive Issue Resolution: Conducted root cause analysis and implemented preventive measures to mitigate recurring issues.

Key Competencies Achieved:

Technical Expertise: Proficient in Genesys PureCloud, Splunk, and other relevant technologies.
Analytical Skills: Strong problem-solving abilities with a focus on root cause analysis and effective solution implementation.
Collaboration: Skilled in working with cross-functional teams, both offshore and onshore, to achieve project goals and deliver high-quality solutions.
Communication: Excellent ability to engage with clients and stakeholders, understanding their requirements and delivering solutions that exceed expectations.
Project Management: Capable of managing multiple tasks and projects simultaneously, ensuring timely delivery and adherence to quality standards

• Genesys Routing Developer for US-Based Healthcare Client

In my role as a Consultant for a US-based healthcare company, I have been instrumental in designing and implementing advanced contact center solutions, leveraging my deep expertise in Genesys PureEngage and related technologies. My responsibilities have spanned across the development, testing, and optimization of routing strategies, rules, and workflows, ensuring that our client’s contact center operations are efficient, reliable, and tailored to meet their unique needs.

Key Achievements and Responsibilities:

Design and Implementation of Routing Strategies: Routing Strategy & Rules Design: Developed comprehensive routing strategies and rules tailored to the specific needs of a major healthcare provider, enhancing the efficiency and accuracy of call handling and customer interactions.
GRAT and Workflow Development: Utilized Genesys Routing Application Templates (GRAT) and Composer to develop and optimize workflows, ensuring seamless customer experiences.

Technical Expertise and Tools:

- CIDC Pipelines: Managed Continuous Integration and Delivery (CIDC) pipelines using Jenkins and GitHub, ensuring streamlined and automated deployment processes.
- Log Analysis with Splunk: Leveraged Splunk for in-depth log analysis, enabling quick identification and resolution of issues, thereby improving system reliability and performance.

- Engagement in Business Development: RFP/RFQ Involvement: Played a key role in responding to Requests for Proposals (RFP) and Requests for Quotes (RFQ) for Genesys PureCloud, contributing to business development efforts and securing new opportunities for the company.

Quality Assurance and Defect Management:

- End-to-End Testing: Conducted thorough end-to-end testing to identify, fix, and prevent defects and bugs, ensuring the robustness and stability of contact center solutions.
- Defect Resolution: Actively engaged in troubleshooting and resolving technical issues, implementing preventive measures to enhance system performance and user satisfaction.

Key Competencies:

- Technical Proficiency: Strong command of Genesys PureCloud, Jenkins, GitHub, Splunk, and other relevant tools and technologies.
- Analytical Skills: Excellent problem-solving abilities, with a focus on identifying root causes and implementing effective solutions.
- Communication: Proficient in engaging with clients and stakeholders, understanding their requirements, and delivering solutions that exceed their expectations.
- Project Management: Ability to manage multiple projects simultaneously, ensuring timely and successful delivery of high-quality solutions.

• Contact Center Support Engineer for Norway based Financial Services Bank

Contact Center Support Engineer for Norway based Financial Services Bank
As a Contact Center support Engineer for Norway's financial services bank, I have been pivotal in managing and optimizing their Genesys Contact Center infrastructure and applications. My role involves close collaboration with both offshore and onshore teams to ensure seamless implementation, comprehensive documentation, and robust support for new tasks and implementation. My responsibilities extend across deployment, maintenance, and strategic updates, all aimed at enhancing the bank's customer service capabilities.

Key Achievements and Responsibilities:

• Collaborative Implementation and Support:
  - Team Coordination: Successfully coordinated with offshore and onshore team members to implement new features, document processes, and provide ongoing support, ensuring alignment with project goals and timelines.
  - Task Management and SLAs: Efficiently handled the offshore team, managing Service Level Agreements (SLAs) to ensure timely completion of assigned tasks and projects, thereby maintaining high standards of service delivery.
  - Deployment and Management: Genesys Applications Deployment: Spearheaded the deployment of Genesys applications, ensuring smooth integration with the existing infrastructure and minimal disruption to services.
  - Vulnerability Management: Proactively managed and mitigated vulnerabilities within the Genesys environment, enhancing the security and reliability of the contact center operations.
  - Routing Analysis: Conducted in-depth routing analysis and managed Genesys framework deployments and configurations to ensure optimal performance and scalability.
  - Comprehensive Maintenance and Infrastructure Management: Oversaw the maintenance of all Genesys applications and supporting infrastructure, including servers, databases, and network components, ensuring uninterrupted service and high availability.
  - Performance Monitoring: Regularly monitored system performance and conducted health checks with preventive maintenance to identify and address potential issues before they impact operations.
  
• Reporting and Retrospective Analysis:
  - Business Reports: Generated detailed monthly and weekly business reports, providing insights into performance metrics, operational efficiency, and areas for improvement.
  - Retrospective Reviews: Conducted retrospective reviews to analyze past performance, identify lessons learned, and implement improvements to enhance future service delivery.

Key Competencies Achieved :

- Technical Proficiency: Expert knowledge of Genesys Contact Center solutions, including deployment, configuration, and maintenance.
- Leadership and Team Management: Strong leadership skills with a proven ability to manage and coordinate offshore teams, ensuring adherence to SLAs and high-quality service delivery.
- Analytical Skills: Excellent analytical abilities to conduct routing analysis, vulnerability management, and performance monitoring.
- Communication: Effective communicator, adept at producing detailed documentation and reports, and engaging with stakeholders to understand and meet their requirements.
- Project Management: Skilled in managing multiple projects simultaneously, ensuring timely and successful implementation and support.