IT Application Specialist
Dec 2014 - Dec 2019
• Operating as a key member of contact centre applications team, involved in managing and maintaining all applications using by contact centre (UCCE, NICE call recording solutions, Dashboards and WFM)
• Involved in gathering, understanding and analyzing the contact centre data such as Calls, Cases, Call recordings and Chat support.
• Analyzing the real-time and historical reports and making some dashboards for Supervisors to improve their productivity.
• Major role in developing and rolling out flexible and reusable automation around Web Applications, Desktop, Excel Applications using RPA.