Vasim Ahamed

About the Candidate

Vasim Ahamed
Riyadh, Saudi Arabia
Mob : +966-540405489 | ✉: vasi492@gmail.com | linkedin.com/in/vasimahamed

PROFILE SUMMARY: 
• Technical professional with 14+ years of experience with software design, development, implementation, and operational support in the banking, telecom, aviation, and utilities sectors.
• I possess a robust understanding of Cisco UCCEPCCE, showcasing my comprehensive knowledge in IVR development using Call Studio and support contact center solutions.
• Avaya Certified Specialist specializing in speech system design, development, integration with other systems, and testing using Avaya Orchestration Designer and Experience Portal.
• AWS Certified Solutions Architect Associate having knowledge of AWS services, Amazon Connect and Lex.
• Strong knowledge in IVR application development using Avaya OD and Genesys Composer.
• Worked closely with business executives to automate the solutions that would lead to better client satisfaction.
• Analyzing customer data and generating comprehensive reports to derive actionable insights.
• Displayed outstanding customer relationship skills and handled onsite-offshore teams efficiently.

PROFESSIONAL EXPERIENCE:
• Contact Center & Enterprise Application Support (02/2024 – Present)
Al Rajhi Bank (Tanfeeth, Subsidiary Company of ARB) Riyadh, Saudi Arabia
https://www.alrajhibank.com.sa/

o Manage and support both inbound and outbound IVR applications in the CVP environment to ensure smooth and efficient customer interactions.
o Maintain and manage periodic outbound IVR-based campaigns targeting customers, ensuring that the campaigns align with business objectives.
o Use the List Campaign Management System and Temenos Collection System to support multiple campaigns, particularly for the collections department, optimizing campaign performance and effectiveness.
o Deploy applications into production and disaster recovery (DR) environments, ensuring minimal downtime and adherence to operational standards.
o Coordinate with various teams for application upgrades, and migrations, and ensure that all changes are seamlessly integrated into the existing ecosystem.
o Conduct periodic disaster recovery exercises to validate the DR environment and ensure business continuity, documenting results and implementing improvements as needed.
o Monitor contact center applications and provide periodic statistical data to business teams, supporting them in making informed decisions based on current trends and performance metrics.
o Prepare and share insights reports from analytical data related to contact center applications, helping stakeholders understand performance and identify areas for improvement.

• Consultant – CIS (08/2023 – 02/2024)
LTIMindtree (A Larson & Turbo Group Company) Riyadh, Saudi Arabia
https://www.ltimindtree.com/
o Collaborate with clients to understand their communication needs and requirements.
o Design and architect IVR systems and voice applications tailored to specific business goals.
o Develop call flows, ensure logical and efficient call routing, integrate IVR systems with other enterprise systems, and implement security measures for data protection.
o Ensure that the applications comply with industry regulations and standards.
o Offers technical expertise, promptly addresses client inquiries, and provides support during system outages and performance-related issues.
o Act as a trusted advisor, suggesting improvements and optimizations to meet evolving needs.

• Technical Lead (08/2012 – 07/2023)
Wipro Limited. Jeddah/Riyadh, Saudi Arabia
https://www.wipro.com/

o Lead, drive, and execute all voice domain projects from inception to completion, as well as support their day-to-day operations.
o Responsible for self-managing assigned projects, handling the team, and communicating the status of the project to the client/management.
o Collaborate with the sales team on solution features, architectural issues, implementation considerations, managed service models, cost aspects, and effort estimation.
o Working closely with pre-sales and delivery assurance teams to address the customer’s technical requirements.
o Provides technical input into bid proposals, projects, and technical documents within the sales process, and identifies additional sales opportunities with existing customers.
o Strong understanding of IVR application development and integrating with other systems to automate manual Contact center and Service desk operations.

• Application Developer (02/2010 – 08/2012)
OnMobile Global Limited. Bangalore, India
https://www.onmobile.com/
o Study and understand technical & functional specifications of the VAS application.
o Development and testing the applications as per the business requirement.
o Associate with product teams on product customization/developments and Go Live.
o Preparing the project release documents and maintaining the versions.

ACADEMIC QUALIFICATION:
• Bachelor of Engineering (Electronics and Communication) (07/2005 – 05/2009)
Visvesvaraya Technological University (VTU)

CERTIFICATION DETAILS:
• ACSS : Avaya Aura® Experience Portal with POM Implementation and Maintenance.
• CLF-C01 : AWS Certified Cloud Practitioner.
•  SAA–C02 : AWS Certified Solutions Architect—Associate.

AREAS OF PROFICIENCY:
• Customer Voice Portal application development using Cisco Unified Call Studio.
• Cisco CVP, UCCE, PCCE, UCCX, Finesse and ICM scripting.
• IVR development using Avaya Orchestration Designer and Genesys Composer.
• Avaya Aura Components. (Avaya Experience Portal, Communication Manager, System Manager, Session Broader Controller, Session Manager)
• Core Java, JSP, REST, SOAP API, XML, JSON.
• Python, NumPy, Pandas.
• Windows and Linux OS, Apache Tomcat Web server.
• AWS Services, trained in Amazon Connect and Lex.
• MS SQL Server, Oracle, DB2, PostgreSQL databases.

PROJECTS:
Projects implemented in reverse chronological order, Since February 2010:

• Contact Center Operations (Applications) – Al Rajhi Bank (12/2018 – Present)
Riyadh, Saudi Arabia
The project involves supporting Contact Center applications on the Cisco UCCE platform. Focusing on managing both inbound and outbound IVR applications in the CVP environment.
Maintaining and executing periodic outbound campaigns, especially for the Collections and Product Marketing department, using the List Campaign Management system and TAC (Temenos), and deploying applications into production and DR environments. Coordinating with multiple teams for upgrades and migrations, conducting disaster recovery exercises, and ensuring smooth operations.
Additionally, provides statistical data and insights reports to the business for decision-making, continuously optimizing application performance and customer experience.

• Managed Services – National Water Company (12/2018 – 02/2024)
Riyadh, Saudi Arabia
The project provides end-to-end support for Unified Communication channels, which includes Contact center operations support, IPT and Service Desk support along with IVR application development and support using Advanced IVR framework (AIF) and Avaya telephony infrastructure.
SPOC to the Business team to address their requirement from a technical perspective.
Simplifying daily tasks by automating scheduled jobs built in Java and Python.

•
Implementation Projects – Saudi Arabian Airlines (06/2015 – 11/2018)
Jeddah, Saudi Arabia
o Payment Gateway IVR Application:
Customers previously had to provide their credit card details to Contact center representatives in order to make their payments. This project delivers an IVR-based solution for integration with the Amadeus system to process Credit Card payments without human intervention, allowing Saudia to better serve their customers while avoiding fraud by exploiting personal information from Credit Cards.

o Alfursan Caller Recognition with Screen popup:
This project provides IVR based solution for Alfursan customers to authenticate their frequent flyer number by using Amadeus services with CTI interface for agents to show Alfursan customer details as a screen popup functionality to increase the customer experience and productivity of the agent. Designed and implemented dashboard for monitoring and generate real-time reports.

o IVR Based Self-Service solution – Account Services:
The project offers an IVR-based solution to automate Service Desk procedures such as password reset and account unlocking. Before, these operations were carried out manually by Service desk agents. Upon deployment, the team’s overall productivity increased while the percentage of abandoned calls decreased.

o Customer Feedback Survey Application:
The customer feedback application provides IVR based solution to track customer satisfaction, Service Desk agent’s performance and to monitor agent service level along with Web interface to view the reports with export options for Service desk management for their future use.

o IPT Implementation for North Region Airports:
This project includes the installation of Avaya Media Gateway G430 and IP telephones in nine remote locations of
Saudi Arabia. This device will function as Survivable Local Survivability (SLS) in the event of WAN link failure. Avaya media gateway will be controlled by the Communication manager which is located at Jeddah main office.
Locations: Rafha, Al-Ula, Gurayat, Al Wedhj, Al-Jouf, Turaif, Tabuk, Bisha, Baha.

• IPCC Support – Mobily (03/2017 – 12/2017)
Jeddah, Saudi Arabia
The key role in this project as a Transition Engineer was obtaining knowledge transfer and technical documents from the vendor and properly passing them on to our internal team.
The project delivers end-to-end Contact Center support, as well as inbound and outgoing voice features using Interactive Voice Response System (IVR) using Cisco Unified Contact Center Enterprise (UCCE). Creating new outbound campaigns based on business requirements (both agent and IVR campaigns) and assisting the team in automating routine operations.

• Unified CC Implementation with PCS & CCB – Wipro (08/2014 – 05/2015)
Bangalore, India
This project is to implement the end-to-end Contact Center with inbound and outbound voice features for different lines of business like IT Service desk, HR, Travel desk and Immigration division with Interactive Voice Response Systems (IVRS) using Cisco Packaged Contact Center Enterprise (PCCE).
Along with a post-call survey to provide the feedback about agent and the Courtesy Call Back option if the waiting time is high and the system will call back to that user and connect to the agent.
The IVR is integrated with CRM backend systems via web services, Finesse, AD, Mail exchange server, SMS Gateway and database.

• IVR Application and CC Support – National Commercial Bank (09/2013 – 07/2014)
Jeddah, Saudi Arabia
The project involves managing the IVR application and Call Center operations for NCB. Communicating with the client on daily basis and being the first point of contact for the issues related to CC and routing them to relevant teams and getting them resolved for smooth business operations.

• Telebanking Implementation—Vijaya Bank (09/2012 – 08/2013)
Bangalore, India
The project involves IVR application development and implementation of inbound solution. The IVR application developed using Avaya Orchestration designer and Experience portal, which provides various self-service banking operations integrated with Finacle CBS using ISO8583 and customer can generate their own LPIN and TPIN without any agent intervention around the clock.

• RBT & M-Search (VAS) Application – Airtel (02/2010 – 08/2012)
Bangalore, India
Being part of VAS application development team, contributing the development of IVR application using Java, VXML and ASR. M-Search & RBT using is a song/music search and delivery solution which works across Voice and SMS channels. With M-Search, consumers get their desired content as RBT (Ring back Tunes) in the shortest possible time, while the service provide generates additional revenue.