Adnan
Hussain

AWS CX Engineer

Senior AWS CX Engineer

• Led migration of a legacy contact centre to Amazon Connect
• Provided consultancy on AWS Organisation setup through to implementation and optimisation
• Designed outbound campaigns using Amazon Connect's preview dialler
• Developed custom Step-by-Step Guide solution with Lambda and DynamoDB for Ofcom compliance
• Supported junior team members across customer deployments
• Reduced deployment time with attribute-driven contact flows
• Advised on secure AWS infrastructure design for government customers

CX Cloud Engineer (AWS)

Designed and implemented omni-channel contact centre solutions using Amazon Connect with a key focus on CX (Customer Experience). Worked with the biggest customers at Mission Labs, leading the build of intelligent web chat solutions running on Amazon Connect and utilising Amazon Lex, Lambda & DynamoDB on the back end, tied in with SmartAgent on the front end.

Varied experience from building contact centre solutions to designing/re-designing AWS setups, pre-sales and proof of concept work showing off the SaaS product, SmartAgent.

Technical Support Analyst

• Worked with Infor's products, M3 Tech & CLM (Customer LifeCycle Management) product lines
• Provided application & technical support to customers via WebEx/Infor Xtreme Portal
• Managed internal environments (TEST, DEV & PROD) by continuously monitoring for errors/CPU heap usage, testing/troubleshooting, applying new fixes
• Used SQL Server to maintain/upgrade internal database and debug issues on the customer side through queries
• Provided configuration and maintenance support for ElasticSearch
• Primary support liaison between company and customer, working closely with CloudOps and DevOps internal teams
• Used Sumo Logic to proactively monitor and view logs for potential issues in Multi-Tenant cloud customer environments
• Handled and assisted customer P1 (Production Down) incidents with immediate WebEx/Zoom support
• Created KB articles for each incident and defect tickets (JIRA) for product defects passed to QA/Dev

IT Service Desk Analyst

1st & 2nd Line support for Electronic Monitoring Systems contracted by the Ministry of Justice (MoJ).

• Experience using Active Directory to manage user accounts
• Troubleshooting and solving end user Citrix issues
• MSSQL to run queries and analyse customer data
• Executed updates/patches to virtual machines
• Nagios to monitor/manage system events
• Managed VMware environments and ensured they were running as expected
• Managed incidents and problems via iTop
• Utilised ITIL as part of service management and followed best practices to fulfil SLAs
• Created and managed JIRA tickets for incidents escalated to 3rd line support