Amira Talaat

• Project requirements gathering. • Writing as Built Solution and Handover documents. • High Experience and Good knowledge in Genesys Framework and GVP components. • Design, Implement and maintain Routing Strategies and Composer IVR. • Good Experience, Deployment and Support of Genesys Component: Real-time/Historical Reporting and Hyperion, Different architecture of SIP, Genesys OCS, eService (Chat), IWD, IWS, GA. • 24/7 Support for different Genesys Comp.

Developing and support Vodafone Egypt contact center ¥ Responsible for delivering the IVR functionality. ¥ Gathering functional requirements. ¥ Assessing technical requirements and estimating the required effort. ¥ Participating in testing, UAT and launch activities. ¥ Managing the team’s projects schedule. ¥ Genesys Framework Administration and Deployment (SIP, GVP, Routing, IWD, Chat, IWS). ¥ Writing handover documents. ¥ Providing level II support. ¥ Weblogic and Websphere Administrations.

Developing Vodafone Egypt Website which aims to give the customer the ability to self-services Contribution: ¥ Communicate with the customer and get the new requirements. ¥ Assessing technical requirements and estimating the required effort for implementation. ¥ Development of new features and services requests besides handling change requests. ¥ Providing Production Support. ¥ Writing Handover documents. ¥ Mentoring other team members technically.

Communication and Electronics Departement