Summary
I am an experienced IT professional specializing in contact center technologies and automation, with over 10 years of experience. My expertise includes Genesys Cloud, Power Automate Flow, Desktop Automation (RPA), and application development with Power Apps. I have a strong background in supporting call center applications like Vocalcom and Genesys, along with skills in Power BI, SQL databases, Azure, and Enterprise Architect.
Experience
Automation Engineer (May 2023 - Mar 2025)
IT Division – Juma Al Majid, Dubai, UAE
- Analyze, design, develop, and deploy automation solutions using RPA and AI tools.
- Identify business processes for automation to improve efficiency.
- Create and maintain technical documentation.
- Test and troubleshoot automation for scalability and compliance.
- Collaborate with stakeholders to design process-based solutions.
System Administrator (Mar 2021 - May 2023)
IT Division – Juma Al Majid, Dubai, UAE
- Maintain IT operations, OS, security tools, servers, and applications.
- Implement automation and BI for faster business processes.
- Monitor performance and support Genesys Contact Center applications.
Senior System Support (Feb 2012 - Mar 2021)
MARCOMM Division – Juma Al Majid, Dubai, UAE
- Managed IVR call flow, routing, and call center scripting.
- Built and supported reporting and BI tools.
- Developed scripts for data collection and processing.
Senior System Support/Programmer (Apr 2009 - Feb 2012)
Al Hoty-Stanger Laboratory, Dubai, UAE
- Developed in-house applications with Visual Studio and MS SQL.
- Maintained databases and trained users.
System Support/Programmer (Aug 2008 - Apr 2009)
Redha Al Ansari Exchange Est., Dubai, UAE
- Supported system enhancements and runtime issue resolution.
- Managed database procedures and security.
System Analyst / Programmer (Mar 2007 - Jul 2008)
Smart Shirts (Phil.) Inc., Pampanga, Philippines
- Developed and maintained software for tracking, inventory, and reporting.
- Updated and expanded programs to meet new business needs.
Software Developer (Mar 2006 - Mar 2007)
T4S Incorporated, Pampanga, Philippines
- Designed new software and maintained existing applications.
- Collaborated with QA, PMs, and co-developers.
Interests
Technology, Outdoors, Traveling, Cycling, Reading, Movies