Genesys - Contact Centre Monitoring
Title:
Sr. UX Designer
UX Team Size:
5
Duration:
2013-2017
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.
I have organized two postings 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 centres, with the ability to drill down to geographical region, country, contact centre location, and agent teams.
Learn more
Curated Projects
At Genesys, I redesigned their Live Chat widget for third-party integration, explored dashboard notifications for emerging wearables like smartwatches and Google Glass, and designed a time-block scheduler with intelligent availability for workforce management.
Learn more
Genesys - Contact Centre Monitoring
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.
I have organized two postings 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 centres, with the ability to drill down to geographical region, country, contact centre location, and agent teams.
Learn more
Curated Projects
Learn more
Chat Widget
I redesigned their Live Chat widget for third-party website integration. Through competitive research and interactive prototyping, I refined the UI and created UX flows that enabled seamless customer engagement.
Wearables
At Genesys, our work extended beyond migrating call centre software to the cloud. We were actively exploring the future by investigating dashboard-based notifications on emerging mobile platforms like smart watches and Google Glass.
Scheduler Tool
I designed a streamlined appointment scheduler for mobile and desktop that prioritized time blocks over traditional calendars. The solution featured customizable day ranges, intelligent availability updates, and flexible time display options for efficient workforce scheduling.
Genesys - Contact Centre Monitoring
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.
I have organized two postings 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 centres, with the ability to drill down to geographical region, country, contact centre location, and agent teams.
Learn more
Curated Projects
Learn more
Chat Widget
I redesigned their Live Chat widget for third-party website integration. Through competitive research and interactive prototyping, I refined the UI and created UX flows that enabled seamless customer engagement.
Wearables
At Genesys, our work extended beyond migrating call centre software to the cloud. We were actively exploring the future by investigating dashboard-based notifications on emerging mobile platforms like smart watches and Google Glass.
Scheduler Tool
I designed a streamlined appointment scheduler for mobile and desktop that prioritized time blocks over traditional calendars. The solution featured customizable day ranges, intelligent availability updates, and flexible time display options for efficient workforce scheduling.