Genesys provides cloud-based contact centre software that helps businesses manage multi-channel customer interactions from a unified platform. Their solutions focus on live agent-customer interaction monitoring, quality management, workforce scheduling, and performance analytics, serving thousands of companies globally as a leading contact centre software provider.

In 2013, I joined as a Sr. Designer during a major transition from on-premise to cloud-based solutions, which included a complete product redesign. Over my four-year tenure, I worked on competitive research, persona development, a new cloud-based hub, and several custom BI dashboards.

Below I have curated several memorable projects, each with their own mission set. The first and most notable is a cloud-based dashboard redesign, providing a high-level management overview of global contact centres, with the ability to drill down to geographical region, country, contact centre location, and agent teams. Additionally, there's live chat design, a new scheduler tool, and visionary work in what was the start of an emerging wearables market, where we examined adapting metrics and notifications to smart watches and Google Glass.