معز Zoaib

• Diligently provide ongoing support for the IMS Core application, promptly addressing daily issues, ensuring its stability and reliability.
• Play a pivotal role in optimizing application performance by refining code and fine-tuning SQL queries, resulting in improved eficiency and user experience.
• Actively participate in the creation of new modules and features, contributing to the applications growth and functionality.
• Proactively troubleshoot and resolve daily issues, ensuring the smooth operation of the IMS Core application and minimizing downtime.
• Engage in new development tasks, ensuring that the application remains up-to-date and aligned with evolving requirements and industry standards.
• Work closely with the development team, sharing insights and ideas to enhance the applications functionality and user experience.

• Pioneered Genesys Proof of Concepts (POCs) to evaluate and deploy state-of-the-art contact center solutions, ensuring our company stayed at the forefront of technological advancements in customer support.
• Engineered a robust Ticket Management System using Blazor and .NET Core, which not only streamlined operations but also elevated the quality of customer service by eficiently managing support requests.
• Revitalized existing software systems, rectifying errors, enhancing user interfaces, and optimizing overall eficiency to maximize productivity and meet organizational goals.
• Led cross-functional teams to design and implement innovative solutions for contact center challenges,
ensuring seamless integration and exceptional performance

• Leveraged my expertise to design and implement innovative IVR solutions, ensuring they were aligned with the specific needs of Kavak, thereby enhancing customer engagement and satisfaction.
• Continuously fine-tuned and optimized the Genesys Cloud IVR system to guarantee seamless, eficient interactions for customers, reducing wait times and improving self-service capabilities.
• Led a cross-functional team, fostering collaboration among developers, system administrators, and business analysts to ensure the IVR systems ongoing success and alignment with the companys strategic objectives.

• Accomplished IT Applications Manager with a proven history of proficiently leading software projects. Expertise encompasses a wide range of technologies including C#, ASP.NET, ASP.NET Core, ASP.NET Web Forms, ASP.NET MVC, microservices, API development, API integrations, Docker, Kubernetes, TFS, Azure Git, and Azure Pipeline. Committed to delivering inventive solutions for heightened business eficiency and enhanced customer interactions.
• Successfully managed the KEOMS (Outage Management System) project, utilizing technologies such as Asp.net, Asp.net web forms, and Sql Server to streamline outage management processes and enhance reliability.
• Spearheaded the implementation of Brand Activation, leveraging .NET Core, React JS, and Sql Server technologies to facilitate brand-related activities and engage customers efectively.
• Played a pivotal role in the LS Exemption project, employing .NET Core, React JS, and Sql Server technologies to streamline processes related to load shedding exemptions.
• Led the LDC Shutdown initiative, utilizing .NET Core, React JS, and Sql Server technologies to improve the eficiency and safety of local distribution center shutdown procedures.
• Managed the KE Website (Customer-Facing Forms) project, combining Asp.net, .NET Core, web APIs, Asp.net web forms, and Sql Server technologies to create customer-centric web forms and streamline interactions.
• Successfully implemented microservices for the USSD Project, incorporating technologies such as Ocelot and .NET Core web APIs to enhance the performance and versatility of the USSD platform.
• Conducted thorough load testing using K6 load testing tools to ensure the robustness and scalability of APIs and applications.
• Provided instrumental support for the Genesys upgrade and deployment, enhancing customer engagement and support capabilities through the Genesys platform.

• Showcased a track record of success as a Senior Software Engineer, consistently delivering projects that have had a profound positive impact on customer satisfaction and operational efectiveness.
• Spearheaded critical initiatives, with a primary focus on advancing customer experiences and operational eficiency through three key projects:  Avaya Orchestration Designer (IVR Upgrade for Banking Clients): Played a pivotal role in the successful upgrade of the Interactive Voice Response (IVR) system for banking clients, enhancing their telephony services and customer interactions.  Custom Softphone Development (DMCC.NET Avaya SDK): Led the development of a tailored softphone solution using the DMCC.NET Avaya SDK, providing a customized and feature-rich communication tool.  FBL Outbound Softphone: Contributed to the development of an outbound softphone solution, empowering proactive customer engagement and communication strategies.

• Developed customer demographic display applications utilizing ASP.NET, C#, and VB.NET, enhancing real-time customer interaction for agents.
• Efectively integrated Genesys APIs with custom-built applications, guaranteeing seamless communication and data exchange across systems.
• Engineered a personalized softphone integrated with Genesys SIP API, enabling eficient call handling and management functions.
• Tailored and incorporated an internally developed Complaint Management System (CMS), leading to operational eficiency improvements and enhanced customer service.
• Seamlessly merged IVR systems with client-provided backend hosts, making use of a variety of
communication protocols like web services and TCP/IP connections.
• Crafted custom reports using SAP BO/BI tools, enabling data-driven decision-making and bolstering business insights. Designed on-site IVR and host integration applications, optimizing system performance and dependability.
• Led proof-of-concept (POC) initiatives to explore and evaluate novel and emerging technologies, maintaining a forward-looking approach to innovation.
• Thoroughly documented user requirements and specifications, both functional and non-functional, ensuring transparent communication and alignment with project objectives.
• Developed IVR solutions using JAVA or JAVA-based tools such as Genesys Composer, enhancing interactive voice response capabilities.
• Fabricated Windows backend services for eficient data retrieval and upload to Genesys systems, streamlining data management processes.
• Provided extensive support during System Integration Testing (SIT) and User Acceptance Testing (UAT) phases, closely collaborating with clients to ensure project success.
• Contributed to the deployment of applications and patches in production environments, minimizing disruptions and downtime. Authored operational user guides and instruction manuals, guaranteeing intuitive and user-friendly application utilization.