Sr SAS Developer & Analyst
Resume:
ZAFAVIE HAROON
Genesys Consultant / Team lead at Al futtaim, Dubai.
MOBILE: 009**-**-*******
MAIL : *************@*****.***
INTRODUCTION
Genesys Consultant and Computer Engineer with 4.5 years experience in IT , having significant experience of Genesys call flow design, strategic design, Installation and development of Genesys Core Framework, routing, having architecture level skills in Inbound voice routing, outbound voice, CTI Integration, Speech self service technologies, multimedia , contact centre reporting solution and web technology solution.
Experience includes managing a team, gathering requirements and providing potential solutions, work closely with stakeholders and guiding them to the state of the art possibilities with Genesys and the customer telephony platform and act as a trusted advisor to the business.
Worked in different business sectors includes financial, IT, Real-estate/Properties and Marketing. Have implemented the Genesys contact centre projects for the leading Banks in UAE and Marketing firms.
EMPLOYER SUMMARY
AL-FUTTAIM Tecnologies,Al Futtaim Group Company(Dubai, UAE) – Genesys Engineer / Team Lead - Dec 06 to present
AL-FUTTAIM Company, provider of integrated IT centric business engineering services to the region's Financial Services Business. AL-FUTTAIM is one of the Genesys partner in UAE offering the Genesys solution to Middle East. The team's track record and success in offering hard to beat industry knowledge, consulting expertise and delivering cost effective workable solutions makes it a successful firm in the market.
TECHNICAL CERTIFICATIONS
1. Genesys Certified Professional Version 8 System Consultant, Genesys Voice Platform
2. Microsoft Certified Technology specialist
WORKSHOPS /TRAINING PROGRAMS ATTENDED
Genesys Training attended in Dubai for the following Modules. Training is conducted by Genesys University.
• FRO (Framework overview) and FRI (Framework Installation 7.5/8.1).
• RRO (Reporting and Routing overview) and RRI (Reporting and Routing installation).
• BRD (Building Basic Routing Strategies).
• SIP Server Installation.
• GVP Installation 7.2/7.6/8.1.
• Multimedia 7.5/8.0
• GVP Composer for voice application.
PROJECTS
1. IVR (Genesys Contact Center Solution)
Client Abu Dhabi University
Location Abu Dhabi
Environment Genesys 7.5, Alcatel A4400, Microsoft .Net Framework 2.0, MS SQL 2005.
Role Technical lead
Description
• Involved in Requirements gathering, Functional Specification.
• Installation, configuration and integration of Genesys Framework and routing.
• URS centric call flow implementation.
• Genesys Outbound Installation.
• Genesys MCR Installation (Email).
• GAD installation and Customization.
• Integrated the Alcatel Telephony with the Genesys Framework.
• Supporting the day to day activities and further enhancement on Genesys applications/development.
2. IVR (Genesys Contact Center Solution)
Client Gulf Marketing Research - Alfuttaim Company
Location Dubai
Environment Genesys 7.5/7.6, Alcatel A4400, IIS Web Server, Microsoft .Net Framework 2.0, MS SQL express.
Role Technical lead
Description
• Involved, support client in planning the implementation of Genesys solution.
• Prepared the SRS document, Project Plan for the Implementation of the Genesys project.
• Installation, configuration and Implementation of Genesys Framework for inbound voice, outbound voice, and Multimedia for email interactions.
• URS centric call flow implementation.
• Integrated the Alcatel Telephony with the Genesys Framework.
• Developed the Routing Strategy Solution for their various processes and system for which the IVR application service is required.
• Configured the Genesys Email, which will distribute the emails to agents based on skills and subject from the customer.
• Supporting Day to day activities on Genesys applications.
• GAD installation and Customization.
• GMR being a marketing company provides contact center solution for its ALFUTTAIM group companies of various industries like motors, electronics and other retail shops. Customer will use the GMR Genesys Call Center for their product enquiries, repair / maintenance and booking/appointments, etc.
3. IVR (Genesys Contact Center Solution)
Client Dubai Bank
Location Dubai
Environment Genesys 7.2/7.5/7.6, Alcatel A4400, IIS Web Server, Microsoft .Net Framework 2.0, Asp.Net 2.0, C#, ASp.Net Web service, MS SQL 2005.
Role Technical lead
Description
• Installation, configuration and integration of Genesys Framework and routing.
• IVR centric call flow implementation.
• GPLUS Adapter installation and configuration with Microsoft dynamic CRM 4.0.
• Developed the Microsoft .net application for communication between the bank middleware system and IVR system.
• Developed the web application (Back office) in Microsoft .net to manage IVR system.
• Integrated the Alcatel Telephony with the Genesys Framework.
• GVP installation and configuration.
• Supporting the day to day activities and further enhancement on Genesys applications/development.
• Upgraded the old version of Genesys components to the latest version of Genesys components.
• Dubai Bank IVR functionalities has been used by their corporate and retail customer extensively for doing their banking transactions, enquiry and with being integrate with their CRM application will able to provide the all customer details effectively.
4. IVR (Genesys Contact Center Solution)
Client Rak Bank (Ras Al kaimah)
Location Dubai
Environment Genesys 7.5/7.6, Alcatel A4400, IIS Web Server, IBM web sphere, MS SQL 2005
Role Genesys developer / Technical lead.
Description
• Involved in gathering clients requirement, SRS preparation, project plan and documentations.
• Installation, configuration and integration of Genesys Framework, Genesys Agent desktop, GVP and reporting components
• URS centric call flow implementation.
• Genesys multimedia Installation (Email and Web chat 7.5/8.0).
• Implemented the High Availability (HA) for all the Genesys Components including TServer, Stat Server, Message Server, SCS, URS and outbound components.
• Developed the java application through IBM web sphere for communication between the bank middleware system and IVR system.
• IBM web sphere web service implementation for communication between the bank middleware system and IVR system.
• Supporting the client for the day to day activities, further enhancements on Genesys applications/development.
• RAKBANK customers are using the Genesys IVR system extensively for doing their bank transactions, bill payments, enquiry and other various functions like fax statement, email statement through IVR request , loan details etc.
5. IVR (Genesys Contact Center Solution)
Client National Bank of Dubai
Location Dubai
Environment Genesys 6.5, Avaya, IIS Web Server, Microsoft .Net Framework 1.1, Asp.Net 1.1, vb.net, ASp.Net Web service, MS SQL 2000.
Role Genesys developer / Technical lead.
Description
• Involved in Requirements gathering, Functional Specification.
• Developed IVR centric call flow implementation.
• Integrated the Alcatel Telephony with the Genesys Framework.
• Developed the Microsoft .net application for communication between the bank middleware system and IVR system.
• Developed the web application (Back office) in Microsoft .net to manage IVR system.
• Upgraded the old version of Genesys components to the latest version of Genesys components.
• NBD Bank IVR functionalities has been used by their corporate and retail customer extensively for doing their bank transactions, bill payments, enquiry and other various functions like fax statement, email statement through IVR request.
6. Payment Gateway
Client Standard Charted Bank
Location Dubai
Environment IBM MQ,WSE 3.0, IIS Web Server, Microsoft .Net Framework 2.0, Asp.Net 2.0, C#, ASp.Net Web service, MS SQL 2005.
Role Software developer /Technical lead
Description
• Involved in gathering clients requirement.
• Involved in Requirements gathering, Functional Specification.
• Involved in Installation, Integration, designing, coding and testing.
• Payment gateway system is a web service application to do banking utility payments through IVR/Internet banking channels.
• Application which also provide the reconciliation Reports.
7. SMS Banking
Client Barclay’s Bank
Location Dubai
Environment Microsoft IIS Web Server, Microsoft .Net Framework 2.0, Asp.Net 2.0, C#, ASp.Net Web service, MS SQL 2005.
Role Software developer
Description
• Development and implementation on web application (Back office) to manage SMS product.
• Implemented Payment gateway system which utilizes other channels to communicate to SMS banking to send SMS to customer end point.
8. Fax Migration
Client Emirates Bank
Location Dubai
Environment Microsoft .Net Framework 2.0, Windows service, oracle and RightFaxServer.
Role Software developer
Description
• Involved in gathering clients requirement.
• Involved in Requirements gathering, Functional Specification.
• Involved in Installation, Integration, designing, coding and testing.
• Windows NT Service which communicates to oracle CRM database which uses oracle 10g and processor which picks pdf files stored in BLOB format and communicates to right fax and sends the files to corresponding queue.
EDUCATION
Bachelor of Computer Application July 2003 – Nov 2006
Garden City College,
Bangalore University,
India.
London Advanced Level May 2001 – Nov 2003
Gateway International,
Colombo,
Srilanka.
PERSONAL DETAILS
Date of Birth : 07h July 1982.
Email : *************@*****.***
Mobile Number : 009**-**-*******
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