Orhun Şahin
Senior Software Development Engineer @Pcx
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WORK HISTORY
Senior Software Development Engineer @Pcx
Istanbul, TR
Architected and developed an award-nominated (European Contact Centre & Customer Service Awards – \'Best Customer Experience Redesign\') transformative Genesys Cloud omni-channel solution that consolidated distributed, complex DIY retail systems onto a single, unified platform that manages all end-to-end business flows (from order to installation completion) and successfully supports 120+ agents across 230+ stores managing orders with 90% CSAT, in production since April 2023.•Owned the end-to-end, full-stack development (backend & frontend) of the entire solution, including designing and building the complete database architecture (schema design, index management, performance tuning, jobs and procedures) and the platform\'s distributed, event-driven.NET architecture (JavaScript, SignalR, RabbitMQ, Redis, Hangfire, Hosted Services, OAuth). Additionally, managed all server administration tasks and all deployments across Dev, UAT, and Production, personally maintaining the entire stack since day one.•Engineered the no-feature-loss, zero-to-production migration of this award-nominated solution from a custom-tailored PureConnect environment to Genesys Cloud, building and administering the complete cloud infrastructure from scratch including Azure AD integration, Office 365 integration with Graph API, Custom Client App integrations, Roles, Queues, Routing, Schedules, Telephony & Trunks, all Architect flows, Scripts, Automations, Triggers, Web Service Data Actions, and Notification Handlers.•Built custom data-mapper services (GC Analytics API to MS SQL) for BI reporting, a Chrome extension for GC WebClient UI customization, and full-scale Twilio (Open Messaging, Functions) and Zendesk integrations to extend platform capabilities.•Ensured high reliability and proactive monitoring for this solution by implementing a full observability stack (Serilog, Seq, Grafana, Prometheus and Open Telemetry) and authoring comprehensive unit, system, and integration tests.
EDUCATION
Kocaeli University
Bachelor's degree, Information Systems Engineering
University Of Liepaja
Information Systems Engineering
ABOUT ORHUN ŞAHIN
Inaugural Genesys Maestro and Senior Full-Stack Software Development Engineer, recognized with the highest honor in the Genesys Orchestrators™ program, officially positioning me as one of the top experts in the Genesys ecosystem. Specializing in enterprise contact center solutions, with advanced expertise in Genesys Cloud and.NET ecosystem. Leveraging sophisticated.NET development skills, coupled with advanced JavaScript expertise, MS SQL database architecture and performance tuning, and comprehensive Genesys platform knowledge to architect end-to-end solutions that seamlessly integrate front-end innovations with scalable back-end systems.Proven success in delivering high-impact solutions for international enterprises and major retail chains, including a nationwide retailer with over 230 stores across the UK. Developed a transformative contact center solution that was nominated for the \'Best Customer Experience Redesign\' category in the European Contact Centre & Customer Service Awards, driving operational efficiency, reducing costs, and creating measurable business value in complex contact center environments.
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