Ali Abbas
Angestellt, Team Lead, Voice and Data, Lightspeed Commerce Inc
Amsterdam, Niederlande
Über mich
With a background in telecommunication technology and certifications in IT Service Management, Project Management, and CCaaS solutions, I bring a wealth of technical knowledge to my role as a Contact Center technical resource in an esteemed organization based in Netherlands. My base of operations is Amsterdam, where I oversee technical and business technology operations across multiple regions, including EMEA, NOAM, and APAC. My past experience includes serving as a Senior Services & Support Engineer, IT Senior Support Engineer, Network & System Support Engineer, and Systems Engineer, where I honed my skills in Contact Center technologies, Merger and Acquisition IT Integration, ITIL Problem Management, and Business Technology Engagements. I am also familiar with ISO 20000 Service Operation Audit, ITIL Process implementation, Technology Services of Airline/Aviation industry and have exposure to both Waterfall & Agile Scrum methodology.
Werdegang
Berufserfahrung von Ali Abbas
Bis heute 9 Monate, seit Okt. 2023
Team Lead, Voice and Data
Lightspeed Commerce Inc
Leading a team of Voice & Data Specialists across Europe, North America, and Asia Pacific. Overseeing project rollouts for Genesys Cloud solutions, involving architecture, implementation, UAT, and hypercare processes. Driving team empowerment with hands-on technical leadership, actively participating in impactful initiatives and directly engaging in engineering tasks.
Bis heute 1 Jahr und 11 Monate, seit Aug. 2022
Senior Voice and Data Specialist
Lightspeed Commerce Inc
Undertaking major, cross functional projects for contact center technology, including the design and deployment of telephony system infrastructure and post merger integration efforts. Deploying omni channel contact center solutions on the Genesys Cloud platform, overseeing testing resources, user acceptance testing, and post release support processes. Creating proof of concept projects on a staging platform to validate telephony architecture and solutions.
10 Monate, Okt. 2021 - Juli 2022
Voice and Data Specialist
Lightspeed Commerce Inc
Implement an omni channel solution using Genesys Cloud platform. Configure integration between Genesys Cloud and salesforce and zendesk. Set up webhooks, web services, and data actions integrations. Partner with VoIP providers for porting of toll-free numbers and DIDs, BYOC Cloud and BYOC Premises SIP trunk integrations. Deliver expert support for escalated incidents across multi-media contact center platforms such as Genesys Cloud, Amazon Connect, 8x8, Aircall, Fuze, and Vonage.
1 Jahr und 3 Monate, Aug. 2020 - Okt. 2021
Senior Services and Support Engineer
Vocalcom
Implementing Contact Center Solutions, both On-Premises and Cloud-based, that provide omnichannel support, with integrations to leading products in Voice Biometrics, WFO Optimization, and Speech Recognition, as well as self-service solutions. Playing a role in the functional analysis of IVR and CTI specifications, producing technical documents and feasibility and effort estimates. Supporting the Solutions Engineering Team with trial deployments, POCs, and fulfilling RFI's, RFQ's, and RFP's as needed.
2 Jahre und 5 Monate, Apr. 2018 - Aug. 2020
Information Technology Senior Support Engineer
Emirates Airline
Deliver on-site support, ensuring alignment with agreed service level agreements for incident management and service requests, as directed by the Incident Manager. Collaborate with various IT departments to resolve incidents and problems related to deployed hardware and application usage. Provide hardware support to the Data Center support team and vendor support staff for incidents impacting network and infrastructure services.
5 Jahre und 4 Monate, Dez. 2012 - März 2018
Network and System Support Engineer
Vocalcom
Design, implement and maintain Contact Center platforms that support a range of services and solutions, including IVR, Social Media, Call Recording and Speech Recognition. Offer technical assistance during the planning, design, engineering, and maintenance of onsite and remote go-live and upgrade processes. Develop and update process documentation to enhance the Contact Center knowledge base. Conduct training sessions, workshops, and consultations for customers and regional partners.
11 Monate, Feb. 2012 - Dez. 2012
Systems Engineer
Voxtron
Maintain and manage telecommunications and contact center technology in the enterprise environment. Offer technical support for technical requests, contingency planning, and project execution of Voxtron systems. Provide Tier II support during system outages, troubleshoot hardware, software, network, and telephony issues. Conduct user acceptance testing , onboarding and training for all modified and new systems to end-users.
8 Monate, Sep. 2010 - Apr. 2011
Customer Support Executive
TRG - The Resource Group
Supporting customers with troubleshooting technical issues related to Broadband Services and providing efficient solutions.
Sprachen
Englisch
Fließend
Urdu
Muttersprache