Ali Abbas

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.

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.

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.

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.

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.

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.

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.

Supporting customers with troubleshooting technical issues related to Broadband Services and providing efficient solutions.