Shahid Asager
Whitby,ON
Overview
26
26
years of professional experience
Work History
Genesys Architect
Bank of Montreal
01.2023 - Current
- Developed and deployed Genesys Email Routing in Composer
- Created Routing Design Document based on Business requirements
- Call mapping for Inbound Call from IVR, schedule checks, Callback, Agent transfer
- Design and implemented Genesys Voice, Vxml , Call flow
- Maintain and support Genesys CTI, T-server, URS/ORS, SIP, GTSL, Infomart, Pulse
- Create and deploy business logic in Genesys Rules System
- Create Rule Templates
- Develop Business rules in GRDT
- Customize and authorize in GRAT for conditional routing
- Responsible for creating Business Process and Application Support Documentation
- Worked closely with QA team for lower environment testing
- Configured Genesys routing in Genesys Administrator
- Troubleshoot issues by analyzing Genesys logs
- Review and deploy production changes
Genesys Architect/Developer
Cognizant
07.2022 - 12.2022
- Review Call Flow design and provide recommendations
- Review and recommend solutions integration
- Gather business requirements and develop Documentation
- Create project schedule
- Develop implementation Plan
- Design and develop routing and workflows in Composer
- Create Genesys Rule Template
- Develop Business logic and route based on Conditions as per requirements
- Create basic and decision table rules
- Evaluate business logic and implement in Genesys Rule System
- Experience with IVR Call flow development in Designer, Architect and Composer
- Voice XML and SCXML, J2EE Development experience
Contact Center Consultant
Mediu – USA
01.2022 - 07.2022
- Designed and Implemented VXML call flow in Genesys Composer
- Developed and implemented Email routing in Composer
- Review business logic and create/customize business rules in GRS
- Designed and Implemented Bot flow using NLU and Dialog Engine
- Add Intents and utterances
- Add Data tables for DNIS lookup
- Integrate Genesys with Google Dialogflow
- Configure Schedule group and Schedules
- Responsible for Documentation
- Conducted UAT testing of Voice and Chat flows
CC Consultant
Client : HCL, Rogers Canada
05.2021 - 11.2021
- Migrated Client Vendors from Genesys On-Premise to Genesys Pure Cloud
- Designed and implemented IVR call flow in Composer
- Voice XML, SCXML and Java Development experience
- Integrate Genesys Pure Cloud with SAP via Smart Connector
- Develop Implementation, Design and Architecture High Level Document
- Participate in Discovery and requirement gathering session
- Perform Network Readiness Assessment for Vendor
- Developed and deployed IVR applications using Composer
- Experience with Genesys Web Services Voice API, Statistics API etc
- Design, Configure and Implement Voice, Chat and SMS flows in Architect
- Responsible for BYOC trunk implementation
- Created and built Genesys Cloud Dialog engine Bot flow
- Worked with Genesys Cloud Data Actions
- Callback configuration and Testing in Architect
- Good expertise with Dialog Engine’s Natural Language Understanding (NLU) to process the meaning of text or speech input from a human to Bot
Contact Center Consultant
CIBC - Toronto, ON
10.2018 - 02.2021
- Develop and implement Genesys VoiceXML Call flows in Composer
- Develop and designed Chat and Email Routing in Composer
- Evaluate Business requirements and work closely with BA
- Create rule templates, develop rules and authorize rules in GRAT
- Designed and developed IVR with VoiceXML
- Setup Queues and assign skills as per business requirement
- Experience with GVP
- Implemented Business rules with GRE and GRDT
- Integrate WFM with Genesys Cloud
- Integrate Analytics as a Service with Genesys Cloud
- Troubleshoot and resolve incident tickets
- Work closely with network team and vendors
- Provide SBC design recommendations and planning
- Define SBC routing rules
- Implement and support Avaya Aura Communication Manager
- Implement and support Avaya Aura System and Session manager
Contact Center Consultant
Telus - Toronto, ON
07.2016 - 07.2018
- Design, implement and upgrade Avaya Aura Communication Manager including S87xx, S8500, S8400 & S8300 servers working with G250, G350, G430, G450 & G650's
- Design, implemented and Genesys eServices(Chat, Email, and SMS) routing
- Developed and implemented routing strategies in Genesys Composer
- Responsible for planning, design and implementation of Audio Codes Mediant 4000 SBC
- Design, implemented and upgrade Verint Impact 360 Call Recording Solution
- Extensive develop and implement Geneys rules template in GRDT
- Implemented and configured Verint work force management
- Responsible for Vendor management with multiple vendors
- Troubleshoot and resolve post-installation issues
- Played a key role in Avaya IP Phones firmware upgrade
- Call Centers Implementation including Network Routing, Vector/VDN, and call routing
- Vectoring and VDN's for CMS
- Adding changing and implementing VAL boards using FTP and VAL Manager
- Programmed, and maintained the following switch networks, Nortel Meridian Option 11C, 61C, 81C (CS1000)
- Administer and maintained Call Pilot and Meridian mail voicemail systems
- Created general infrastructure for Genesys framework and CTI support for call center
- Program and support Genesys Click to Chat, Genesys Email
Telecom/CC Specialist
Scotia Bank
05.2014 - 04.2016
- Responsible for the upgrade of Avaya Interaction Center from v 7.0.3 to v7.3.1
- Design and implement Genesys Email, Chat and SMS
- Design, Architecture, Implement and support Cisco Unified CM and Voice Gateways
- Responsible for planning, design and implementation of Avaya SBCE
- Played a key role in migrating Avaya CM, IC and Call recording solution to IBM data centers
- Responsible for programming VDN, Vectors, Skills in CM
- Responsible for support and maintenance of Avaya CMS
- Maintain and support Genesys Multimedia (click to chat and email)
- Responsible for maintaining and support Avaya IC 7.3.1
- Played a key role in Upgrade of Verint Impact 360 Call recording from V10 to V11
- Evaluated current configuration and provide recommendations
- Maintain and support Verint Workforce management
- Maintain and support Nexidia speech analytics
- Investigate and resolve post-installation issues
Telecom Engineer
Direct Energy
05.2012 - 04.2014
- Design, Architecture, Implement and upgrade Nortel Meridian Option 11C, 61C, 81C (CS1000)
- Administer and maintained Call Pilot and Meridian mail voicemail systems
- Program, maintain and support Avaya Aura System and Session Manager
- Responsible for upgrade of Telstrat Call recording solution
- Program, maintain and support Avaya Interaction center
- Evaluate call flows and modify call routing as per requirements
- Maintain and support Avaya Enablement Services
- Work with Vendors to resolve contact center issues
Telephony Specialist
Telus
06.2011 - 03.2012
- Designed and Implemented and provided post-install support for Avaya Aura CM that consists of duplex S8800 Server and Media Gateways(G450, G250)
- Programmed, and maintained the following switch networks, Nortel Meridian Option 11C, 61C, 81C (CS1000)
- Administer and maintained Call Pilot and Meridian mail voicemail systems
- Implement, Maintain and support Avaya Modular Messaging server
- Research and recommend Avaya telephony and Contact center technologies to suit client goals
- Upgrade TN circuit packs and Media Modules to the latest firmware
- Designed and implemented Avaya Aura Contact Center
- Program ACD Skills/Splits, Hunt Groups, VDN, Vectors for call routing
VoIP Engineer
IBM Canada
06.2010 - 05.2011
- Responsible for 24/7 support and maintenance for an Avaya enterprise (multisite S8720's and S8500 server deployment with centralized call processing) which includes 10 locations in Canada with up to 7 thousand endpoints (Avaya 9620, Avaya 9650 phones and legacy faxes and Polycom conference phones) that are equipped with Avaya port network gateways G650
- Maintain and support centralized Avaya Modular Messaging
- Involved in the process to configure additional call centers (programming hunt groups (skills), call vectors, VDNs, agents)
- Responsible for support and maintenance of Avaya Interaction center
- Responsible for supporting of AES CTI connectivity
- Implemented Avaya One-X Communicator, Mobile and One-X Agent d support Avaya CMS
- Implement and support Genesys IVR
- Responsible for installation and post-install support of Avaya System and Session manager
- Responsible for Planning and designing of Data network comprising of Cisco routers and switches
- Monitoring the systems for alarms, errors and work to resolve telephony issues
- Update Avaya CM version as recommended by Avaya
- Examine and resolve any issues related to Call routing
- Engage and Work with Telecom vendors to resolve complex PRI issues
- Upgrade C-LAN, Medpro, IPSI cards firmware as recommended by Avaya
- Troubleshoot and resolve any issues related to Call processing
- Administer and support Avaya CS 1000 communications server
- Maintain, administer and support Call pilot 100 VM system
- Work directly with the network team and verify LAN QoS settings
- Worked with LAN team for DHCP project to verify DHCP scopes across multiple sites
- Provide recommendations for software and hardware upgrades
Voice Specialist
AT&T
06.2008 - 05.2010
- Provide support to Enterprise client with Avaya Solution that consist of 2 Hub sites(S87xx, CM 5.x) and 20 + remote sites with 18K + IP End-Points spread across Americas and EMEA region
- Maintain and support Modular Messaging for Americas and EMEA regions
- Maintain and support Nortel CS 1000 server and Call Pilot VMS
- Implemented Avaya IVR and integrated with CRM applications
- Responsible for support and maintenance of Avaya Voice Portal (VPMS and MPP)
- Responsible for support and maintenance of Avaya Interaction Center and CMS
- Implemented and support Avaya Contact center
- Implement and support Genesys IVR
- Design and implement and test ACD queues based on Skills
- Implemented and tested IP trunks between sites
- Provide recommendations for software and hardware upgrades
- Plan, design and implement Cisco data network for LAN/WAN implementation as per Avaya requirements
- Upgrade firmware of CLAN, DS1, Medpro, IPSI, VAL circuit packs
- Professionally built and documented the Implementation plan and solution requirements
- Resolved Voice quality and complex routing issues
- Troubleshoot and resolve any telco issues
- Troubleshoot and resolve data network issues
- Diagnose/troubleshoot Voice QoS issues using Avaya VoIP Monitoring Manager
- Monitor the VoIP network using Avaya Fault and Performance Manager, Multi-Site Administrator, and Network Management console
- Generate and review monthly processor occupancy, capacity and trunk group reports
- Backup Voice Announcements
- Backup CM, Modular messaging systems
VoIP Specialist
IBM - Markham, ON
09.2007 - 05.2008
- Provide Tier 2 support to an Avaya S87xx media server and Gateway solution
- Maintain and support Modular Messaging MAS and MSS server
- Monitor VoIP network for alerts using Avaya AIM/FPM solution
- Troubleshoot and resolve Severity 3 tickets and escalate the issues
- Deploy and test Avaya IVR solution and resolve post-install issues
- Avaya Vector, VDN and Hunting administration for efficient call routing
- Administer and maintain Avaya IC
- Provide 24/7 support for Avaya CMS for efficient call center management
- Troubleshoot/Administer Avaya MAS and MSS messaging servers
- Troubleshoot/Administer Avaya Intuity Audix
- Troubleshoot T1 circuits and work with vendors to resolve any Telco issues
- Upgraded Avaya TN circuit packs (C-lan, IPSI, Medpro, VAL) to the latest firmware as recommended by the vendor
- Backup management
VoIP Engineer
Network IT - Concord, ON
01.2004 - 06.2007
- Responsible for 24x7 Tier 2 support and maintenance of Avaya servers, Gateways and Call center
- Resolve incident tickets to meet SLA
- Escalate Severity 1 and 2 tickets to Tier 3 support for the immediate resolution
- Maintain and Administer Avaya Media servers and gateways
- Administer, Maintain and support Avaya IVR
- Administer, maintain and support Avaya CMS
- Administer and program call center ACD routing
- Add, Move and change IP phones, Agents and Voicemail boxes as required
- Administer/Troubleshoot Avaya Intuity Audix
- Backup Voice announcements
- Vector, VDN and Hunting administration for efficient call routing
- Worked with Avaya for hardware replacement
- Troubleshoot and resolve LAN/WAN issues
Network Engineer - R&D
Lucent Technologies - Naperville, IL
04.2000 - 11.2003
- Springtide IPSS 5000 (GGSN) Configuration
- Configured Cajun P333r Routers in SGSN (Serving GPRS Support Node)
- Configured the Backbone Router (Alpine 3808)
- Cisco Routers and switches installation and configuration over Test network
- Configured IP routing between SGSN and HLR
- Configured Port mirroring on Backbone router
- Configured T1 link between IHC, Naperville and Whippany, NJ
- Configuration and maintenance of a Cisco 2501
- Underwent certified training for Springtide IPSS 5000 at Springtide, Maynard, MA
- Experience in preparing test plans, identifying new test scenarios and writing test strategy of new product features
- Knowledge of Black Box Testing
- Configuration and maintenance of Cisco 1700 and 2500,3600 routers
- Configured routing protocols RIP, OSPF
Windows Support Tech
Season Infosystems - Hyderabad, Telangana
06.1997 - 12.1999
- Install Windows Operating systems
- Install/configure/troubleshoot Local Area Network
- Install Modems
- Assemble PC's
- Troubleshoot hardware/software PC issues
Education
Bachelor of Science -
Gulbarga University.
Timeline
Genesys Architect
Bank of Montreal
01.2023 - Current
Genesys Architect/Developer
Cognizant
07.2022 - 12.2022
Contact Center Consultant
Mediu – USA
01.2022 - 07.2022
CC Consultant
Client : HCL, Rogers Canada
05.2021 - 11.2021
Contact Center Consultant
CIBC - Toronto, ON
10.2018 - 02.2021
Contact Center Consultant
Telus - Toronto, ON
07.2016 - 07.2018
Telecom/CC Specialist
Scotia Bank
05.2014 - 04.2016
Telecom Engineer
Direct Energy
05.2012 - 04.2014
Telephony Specialist
Telus
06.2011 - 03.2012
VoIP Engineer
IBM Canada
06.2010 - 05.2011
Voice Specialist
AT&T
06.2008 - 05.2010
VoIP Specialist
IBM - Markham, ON
09.2007 - 05.2008
VoIP Engineer
Network IT - Concord, ON
01.2004 - 06.2007
Network Engineer - R&D
Lucent Technologies - Naperville, IL
04.2000 - 11.2003
Windows Support Tech
Season Infosystems - Hyderabad, Telangana
06.1997 - 12.1999
Bachelor of Science -
Gulbarga University.
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