Genesys - Contact Center Monitoring
Title:
Sr. UX Designer
UX Team Size:
5
Duration:
2013-2017
Genesys is a leading provider of cloud-based contact center software with global reach, helping businesses manage multi-channel customer interactions from a unified platform. Their solutions focus on agent-customer interaction monitoring, quality management, workforce scheduling, and performance analytics.
In 2013, I joined as a Sr. Designer during a major transition from on-prem 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.
I have organized two pieces below for your review:
“Project Air” Dashboard
Project Air was the code name for a cloud-based dashboard redesign, providing a high-level management overview of global contact centers, with the ability to drill down to geographical region, country, contact centre location, and agent teams.
Learn More
Curated Projects
A collection of Genesys-era projects exploring how contact centre experiences extend across new channels and devices, from a live chat widget to mobile scheduling and notification concepts for emerging wearables like smart watches and Google Glass.
Learn More
Genesys - Contact Center Monitoring
Genesys is a leading provider of cloud-based contact center software with global reach, helping businesses manage multi-channel customer interactions from a unified platform. Their solutions focus on agent-customer interaction monitoring, quality management, workforce scheduling, and performance analytics.
In 2013, I joined as a Sr. Designer during a major transition from on-prem 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.
I have organized two pieces below for your review:
Title:
Sr. UX Designer
UX Team Size:
5
Duration:
2013-2017
“Project Air” Dashboard
Project Air was the code name for a cloud-based dashboard redesign, providing a high-level management overview of global contact centers, with the ability to drill down to geographical region, country, contact center location, and agent teams.
Learn More
Curated Projects
Learn More
Chat Widget
Redesigned the Genesys widget for third-party website integration. Through competitive research and interactive prototyping, enabled seamless customer engagement.
Wearables
Explored Genesys dashboard widgets and notifications on the emerging wearables market, which included various smartwatch platforms and Google Glass.
Scheduler Tool
Designed an appointment scheduler for mobile and desktop that prioritized booking via pre-set time blocks, with customizable day ranges and real-time availability.
Genesys - Contact Center Monitoring
Genesys is a leading provider of cloud-based contact center software with global reach, helping businesses manage multi-channel customer interactions from a unified platform. Their solutions focus on agent-customer interaction monitoring, quality management, workforce scheduling, and performance analytics.
In 2013, I joined as a Sr. Designer during a major transition from on-prem 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.
I have organized two pieces below for your review:
Title:
Sr. UX Designer
UX Team Size:
5
Duration:
2013-2017
Enterprise SaaS
Agent UX
CX
Analytics
Cloud
“Project Air” Dashboard
Project Air was the code name for a cloud-based dashboard redesign, providing a high-level management overview of global contact centers, with the ability to drill down to geographical region, country, contact center location, and agent teams.
Learn More
Curated Projects
Learn More
Chat Widget
Redesigned the Genesys widget for third-party website integration. Through competitive research and interactive prototyping, enabled seamless customer engagement.
Wearables
Explored Genesys dashboard widgets and notifications on the emerging wearables market, which included various smartwatch platforms and Google Glass.
Scheduler Tool
Designed an appointment scheduler for mobile and desktop that prioritized booking via pre-set time blocks, with customizable day ranges and real-time availability.
