Abdullah Saif Alshamiri
Riyadh
Summary
A highly organized and diligent individual seeking a responsible position to gain hands-on experience. Eager to leverage my expertise and interpersonal skills to contribute to a company that prioritizes customer experience and satisfaction. A member of Saudi Council of Engineers
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
3
3
years of professional experience
1
1
Certification
Work History
CX Engineer / Presales Engineer / IVR Developer / Voice Bot Developer / Implementing Hardware / API Developer / Chatbot Developer / Reporting expert / VoIP calls / Managing Projects from brainstorming sessions until live / Implementation planner / Project Manager / Back-End system integrator / CRM System integrator
Hadef Information Technology, Riyadh
03.2023 - Current
- Developed and presented practical training both remotely and on site for over +700 agents and Supervisors and providing interactive sessions to clarify the system logic and concepts.
- Guided admins and supervisors on applying the business needs along with supporting them, ensuring a solid foundation in Genesys Cloud.
- Ensuring system stability and seamless customer experience across all platforms by maintaining production, monitoring performance, and swiftly investigating and resolving incidents.
- Developing fully automated and self-service IVRs integrated with back-end systems, eliminating the need for agent intervention.
- Focus on delivering personalized experiences that enhance customer satisfaction and loyalty.
- Developing a fully automated chatbot integrated with different systems with Large Language Models (LLM) and knowledge bases integrations.
- Collaborating with the development team to design and build APIs for a new application that meets customer requirements.
- Visiting customers to ensure excellent experience while offering new ideas to enhance services and improve the overall customer experience.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
Search Engine Optimization Intern
HAN Export and Import, Malaysia
10.2022 - 02.2023
- Work with editorial and marketing teams to drive SEO in content creation and content marketing. Research and implement search engine optimization recommendation.
- Determine measurable goals that demonstrate improvement in marketing efforts. Write compelling and high-quality website content, results.
Search Engine Optimization Intern
Innovation Systems for Information Technology Company – InnoSys, Khobar
10.2022 - 11.2022
- Develop optimization strategies that increase the company's website search engine results rankings. Execute tests, collect and analyze data and results, identify trends an insights in order to achieve maximum ROI Manage the expenses of SEO campaigns, staying on budget, estimating monthly costs and reconciling differences.
- Google ads campaigns
Education
Bachelor of Science (Hons) - Information Technology
Limkokwing University
01.2022
Diploma - Computer and Information Technology
01.2024
Skills
- Quick learner with strong communication skills
- Proficient in fast-paced teamwork
- Effective problem-solving under stress
- Awarded "Best Quality of Delivery" in 2024 by Hadef Information Technology for providing customers with the best solutions and highest quality service tailored to their requests
- Protocols: VoIP, SIP, TCP/IP
- Experienced in network analysis with Wireshark
- Teamwork and collaboration
- Customer service
- Problem-solving
Certification
- University of Helinski: Elements of AI
- Amazon Web Services: Sales Accreditation (Business), Accreditation (Technical), Cloud Practitioner (Technical)
- Genesys Beyond: Genesys Cloud Professional Certification, Genesys Cloud CX API, Genesys Cloud CX Collaborate & Communicate, Genesys Cloud CX Contact Center, Genesys Cloud CX Overview
- Zoom: ZSA Foundations Sales, ZTSA Foundations Technical Sales, ZTSA Phone Technical Sales
- Kore Academy: Search AI Advanced Web Crawling, Search AI Basics of Content Ingestion, Basics of Extraction, Retrieval & Generation, Search AI Developer (Basic), Search AI Chunk Enrichment using Workbench, Ingest data from Content & Knowledge Management Systems, Testing and Analysing answers, Automation AI Tools for Developers
Languages
Arabic: Native
English: Proficient
Timeline
CX Engineer / Presales Engineer / IVR Developer / Voice Bot Developer / Implementing Hardware / API Developer / Chatbot Developer / Reporting expert / VoIP calls / Managing Projects from brainstorming sessions until live / Implementation planner / Project Manager / Back-End system integrator / CRM System integrator
Hadef Information Technology, Riyadh
03.2023 - Current
Search Engine Optimization Intern
HAN Export and Import, Malaysia
10.2022 - 02.2023
Search Engine Optimization Intern
Innovation Systems for Information Technology Company – InnoSys, Khobar
10.2022 - 11.2022
Bachelor of Science (Hons) - Information Technology
Limkokwing University
Diploma - Computer and Information Technology
Projects
Projects
NAQEL Express Chatbot (2024 – 2025)
Developed and deployed a customer service chatbot integrated with NAQEL Express backend systems to automate logistics services.
- Technologies/Tools: Genesys Cloud, APIs, Social Media Integrations
- Features: Shipment tracking, delivery request submission, return request handling, complaint registration, and conditional workflow validations.
- Impact: Available across all social media platforms with 83% of requests handled through self-service, minimizing the need for employee involvement and significantly improving efficiency.
McDonald’s GCC Chatbot (2024 – 2025)
Designed and implemented an AI-powered chatbot on Genesys Cloud to automate customer interactions and provide instant responses to FAQs regarding menu items and nutritional information.
- Technologies/Tools: Genesys Cloud, Search Assist, LLM Integration
- Key Contributions: Built conversational flow logic, integrated food and nutrition data, enhanced response accuracy, and achieved full automation with zero employee involvement in customer queries.
Extra IVR System (2023)
Developed and implemented an advanced IVR solution for Extra, enabling customers to access multiple self-service options without employee involvement.
- Technologies/Tools: Genesys Cloud, IVR Design, SMS Integrations, Backend Integrations
- Key Contributions: Designed conditional workflows that allow customers to schedule deliveries and perform service requests directly through the IVR. Integrated SMS notifications to confirm actions and keep customers updated, reducing dependency on live agents and improving overall customer experience.
Aljabr Trading Company Chatbot (2023)
Built a multi-brand chatbot solution for KIA, LYNK&Co, and JMC to support customer interactions via WhatsApp.
- Technologies/Tools: Genesys Cloud, Meta APIs, JSON Integration
- Key Contributions: Developed flows using API responses from Meta to overcome WhatsApp limitations in Genesys Cloud. Integrated JSON responses into the flow to deliver brand-specific support and seamless customer service across three major car brands.
Presales POCs & Client Demos (Ongoing)
Delivered multiple proof-of-concepts (POCs) and live demos to showcase product capabilities, address client requirements, and support sales teams in winning deals.
- Technologies/Tools: Genesys Cloud, Conversational AI, API Integrations, Customer Engagement Platforms
- Key Contributions:
Designed and presented tailored chatbot and automation solutions to prospective clients.
Conducted requirement analysis and aligned POCs with business use cases.
Demonstrated end-to-end integrations (shipment tracking, FAQ automation, nutrition info) to highlight value and ROI.
Enhanced client confidence, contributing to faster decision-making and successful project sign-offs.
References
Available Upon Request