Zeeshan Javed
Manager Contact Center Technology @Definity
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WORK HISTORY
Manager Contact Center Technology @Definity
Kitchener, ON, CA
Led the migration from legacy call center systems to Five9 CCaaS, delivering an omni-channel experience with voice, chat, and email.Managed full platform ownership of a cloud-native ecosystem including Five9, Nice WFM, and Verint QM.Integrated Google Generative AI in the contact center, achieving significant cost savings, reducing call wrap-up time by 90%, and earning the prestigious Definity CEO Award for innovation.Drove the delivery of the Clearview Performance Dashboard for real-time metrics.Optimized contact center roadmaps, enhancing operational efficiency and customer experience. Collaborated on CRM integration with Salesforce, boosting agent efficiency.Spearheaded complex CRM and contact center transformations, improving customer satisfaction and reducing handling times.Managed cross-functional teams and facilitated strategic vendor relationships. Implemented cloud-based CCaaS solutions, achieving cost reductions and high uptime. Led AI and automation initiatives, increasing self-service and reducing call volumes.
EDUCATION
Ryerson University
BS, Computer Engineering
Ryerson University
MEng, Computer Engineer
SKILLS
ABOUT ZEESHAN JAVED
Driven and analytical Senior Business Analyst with 10+ years’ experience in the telecommunications sector bridging gap between business and IT, forging iron-clad relationships with internal and external teams and transforming business needs into cutting edge technical solutions. Proven track record of process improvements and steering best practices. Demonstrable skills in project leadership that aligns business needs with technical capabilities increase revenue and productivity.
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