1. AMR SAMY AMER
246 N Gate “4”, Pyramid Gardens, El Haram, Giza
Cell: +20 1001366669
samyamer1@gmail.com ASamy
Genesys Consultant / Voice System Supervisor
Providing best in class unique and creative solutions for Genesys systems
PROFESSIONAL PROFILE
• Genesys Certified SIPServer 8.1 Consultant
• Extremely passionate about development new ideas and solutions to present new level of enhancement to
business requirements
• Motivated achiever with demonstrable ability to recommend enhancements to project scopes
• Strong interpersonal, written, and verbal communicator with an ability to meet deadlines and maintain
collaborative relationships
• Exceptional problem-solver with ability to resolve communication issues, analyze business processes for
improvement, as well as find solutions where others have failed.
• Can work closely with all levels of the organization to support client relationships.
AREAS OF EXPERTISE
• Genesys Reporting (CCA,
CCPulse, ICON, GIM)
• Genesys SDK (GIS, XML) • ExtraNice TotalView WFM
• Genesys IWD Solution, Web
Chat
• Genesys Outbound Solution • Genesys Management
Framework
• Genesys IWD • Genesys GVP Reporting • Genesys SIP server
deployment
• HTML • Unix shell scripting • Self-motivated
• JavaScript and VXML • EMC Storage Platforms (self
study).
• Hard worker
• C++ • EMC Backup-to-Disk
Platforms (self study)
• Work in team or separately
• Oracle Program with PL/SQL • Project Management • Excellent communication
Skills
• Oracle Database
administration
• Web development
environment (Web servers,
Application servers etc.)
• Ability to work under
pressure
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CERTIFICATIONS
• Genesys SIP Server 8 Consultant (April, 2015)
• ITIL V3 foundation (March, 2013)
PROFESSIONAL EXPERIENCE
Genesys system supervisor, Vodafone Egypt, April 2013 – present
• Responsible for all Genesys system modules (SIP Servers, GVP, IWD, eServices, reporting application)
• Developing more than one home grown application using Genesys SDK
• Responsible for ExtraNice TotalView WFM application operation and reporting
• Build and support Genesys systems and applications.
• Participate / Manage projects.
• Design, implement and operate Genesys solution that would serve the objective of projects.
• Help other team members in achieving their objectives.
• Ensure that the project is done within budget.
• Provide technical consultancy when requested.
• Develop healthy checks tools to ensure that the production systems high availability.
• Full compliance in understanding and applying the company security policies, and ISO/SOX standards /
procedures.
• Support Avaya blue voice systems, data network, servers and operating systems.

2. Senior System Analyst, Vodafone Egypt, April 2009 – March 2013
• Review and approve Genesys systems designs.
• Plan and conduct upgrades and expansions.
• Support and implement Vodafone international call centers (Australia, New Zealand, Germany, and
Australia).
• Support contact center Work Force systems.
System Analyst, Vodafone Egypt, April 2007 – March 2009
• Ensure all CIM systems service availability to be at least 99.7 %.
• Genesys-CTI system administration.
• Support multi-site Genesys routing.
• Ensure that the team provides 24 X 7 on call support as per voice team on call schedule.
• Proper communication with other pears and management.
Senior Engineer DC Operation, Vodafone Egypt, April 2003 – March 2009
• Led a team of three Engineers and maintaining and operating production systems availability.
• Accurate, on time proper bill cycles plans execution.
• Accurate, on time execution of all rating chains
• Performance of auditing on printing of customer bills with high quality.
• 100% “can do” attitude in understanding/completing ad-hoc tasks/activities
Projects,
• Lead my team in IPCC migration project for Vodafone Egypt Contact Center.
• Lead my team in Web Chat project for Vodafone Egypt Contact Center
• Genesys iWD project implementation, introducing new Genesys technologies for Vodafone Egypt.
• Vodafone Egypt disaster recovery project, responsible for Vodafone Egypt call center services in major DR
project
• Vodafone Germany off shoring call center in Egypt, leading CTI/IVR technical support team members and
responsible call center design and implementation.
• Vodafone New Zealand off shoring call center in Egypt, leading CTI/IVR technical support team members
and responsible call center design and implementation.
• Vodafone Egypt new call center building, responsible of call center services and production environment,
introducing new Genesys technologies for Vodafone Egypt.
EDUCATION
• B.Sc. Engineering - Faculty of Engineering
• Specialization: Computer
PERSONAL DATA
Date of Birth : 6th of May, 1979
Marital Status : Married with children