Samir Nasri

I’m a Cloud Contact Center Engineer specializing in Genesys Cloud CX, Amazon Connect, and Webex Contact Center. I help organizations enhance customer and agent experiences by building optimized routing flows, integrating with enterprise applications, and supporting reliable platform operations.I work across voice and digital channels to improve customer experience and reduce agent workload through automation, dynamic routing, and self-service. This includes AI-powered bots that automate routine requests, identify customer intent, and escalate to live agents with full context.I develop backend integrations that connect contact center platforms with systems like Salesforce Service Cloud, Microsoft Dynamics 365, and ServiceNow. Using REST APIs, Genesys Cloud Data Actions, AWS Lambda, and native connectors, I enable real-time CRM lookups, automated ticket creation, and workflow-triggered data exchanges.I also build custom scripts to automate tasks such as user provisioning and configuration changes, reducing errors and accelerating deployments.I’ve supported migrations from on-prem platforms to cloud-based contact centers, handling end-to-end tasks such as call flow redesign, queue mapping, agent configuration, and business hours logic. I configure user roles, routing profiles, and access controls to streamline onboarding, and I deploy Microsoft Teams Phone and Webex Calling, integrating them with contact center platforms and securing signaling and media through SBCs.Certified in Genesys Cloud CX, AWS, and Microsoft 365, I combine voice engineering, software development, and cloud platform expertise to deliver scalable, secure, and resilient contact center solutions that drive performance and improve customer experience.